MANAGING AN INCLUSIVE BUREAUCRACY THROUGH DIGITAL-BASED PUBLIC SERVICE INNOVATION

Abstract

This research aims to analyze the innovation and quality of digital-based public services in supporting an inclusive bureaucracy in Indonesia. Digital transformation within the bureaucracy is an important strategy for improving the effectiveness, efficiency, transparency, and accountability of public services. This study employs a qualitative, descriptive approach, collecting data through in-depth interviews, participatory observations, and document analysis, and analyzing the data using data visualization software. The research focuses on the availability of digital platforms, interagency integration, ease of access, service speed, data security, and community satisfaction, as well as on the inclusivity of services for people with disabilities and for people in remote areas, and on efforts to reduce the digital literacy gap. The study's results show that digital service innovation increases the efficiency and effectiveness of administrative processes, facilitates public access, and accelerates service completion. Interoperability among agencies improves internal coordination within the bureaucracy, while a robust data security system and a user-friendly application interface increase public trust and participation. Inclusive services successfully reach vulnerable groups, expand equitable access, and encourage public involvement in service evaluation and development. Governance support, including regulations, the human resource capacity of the apparatus, monitoring and evaluation, and adequate technological infrastructure, is important for ensuring the sustainability and quality of digital services. Overall, this study shows that integrating digital innovation with the principles of inclusivity and effective governance can create a responsive, accountable, and participatory bureaucracy. These findings have implications for the development of public service policies and practices in the digital era, enabling bureaucracies to deliver efficient, transparent, fair, and inclusive services for all.