Implementasi E-Government melalui E-SPPD dan SP4N-LAPOR! dalam Pelayanan Publik di Kota Kendari
DOI:
https://doi.org/10.59050/jian.v23i1.533Abstract
Abstrak.Transformasi digital dalam administrasi publik menjadi strategi penting dalam meningkatkan efisiensi, transparansi, dan akuntabilitas pelayanan pemerintah. Namun, keberhasilan implementasi e-government tidak hanya ditentukan oleh ketersediaan teknologi, tetapi juga oleh kapasitas organisasi dan kesesuaian tata kelola kelembagaan. Penelitian ini bertujuan menganalisis implementasi e-government melalui sistem E-SPPD (Elektronik Surat Perintah Perjalanan Dinas) dan SP4N-LAPOR! (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional) di Pemerintah Kota Kendari dalam meningkatkan efisiensi, transparansi, dan akuntabilitas pelayanan publik. Penelitian menggunakan pendekatan kualitatif dengan desain studi kasus. Data diperoleh melalui wawancara mendalam, observasi, dan dokumentasi, kemudian dianalisis menggunakan model analisis interaktif melalui reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa E-SPPD memiliki tingkat efektivitas yang lebih tinggi dibandingkan SP4N-LAPOR!, terutama dalam mempercepat proses administrasi, meningkatkan keterlacakan dokumen, dan memperkuat pengawasan internal. Sebaliknya, implementasi SP4N-LAPOR! masih menghadapi kendala berupa birokrasi yang terpusat, keterbatasan kapasitas sumber daya manusia, serta rendahnya literasi digital masyarakat. Temuan utama penelitian ini menunjukkan adanya asimetri digital governance, yaitu kondisi ketika sistem digital yang dikelola secara lokal justru lebih efektif dibandingkan sistem yang terintegrasi secara nasional karena perbedaan tingkat kontrol, fleksibilitas kelembagaan, dan kapasitas adaptasi operasional. Penelitian ini menegaskan bahwa keberhasilan transformasi digital pemerintahan memerlukan keselarasan antara teknologi, kapasitas organisasi, dan distribusi kewenangan dalam tata kelola pemerintahan.
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