APPLICATION OF INFORMATION TECHNOLGY IN IMPROVING THE EFFICIENCY OF GOVERNMENT ADMINISTRATION AND PUBLIC SERVICES IN INDONESIA

Abstract

This study explores the application of Information Technology (IT) in improving the efficiency of government administration and public services in Indonesia. As digital transformation continues to reshape governance globally, this research aims to assess how IT has influenced public service delivery in Indonesia and the challenges faced during its implementation. A qualitative literature review was conducted, analyzing studies and government reports published between 2020 and 2025. The findings indicate that IT adoption in public services such as public procurement, civil registration, and licensing has led to significant improvements in efficiency, transparency, and accessibility, particularly in urban areas. However, a pronounced rural-urban digital divide persists, with rural regions facing challenges related to limited infrastructure, low internet connectivity, and digital illiteracy. These barriers result in unequal access to government services, highlighting the need for targeted infrastructure investments and digital literacy initiatives. Additionally, resistance to IT adoption within government institutions, particularly in regional offices, further complicates the full implementation of digital systems. Despite these challenges, the study emphasizes that digital governance can improve public administration if these obstacles are addressed. The research contributes to the theoretical understanding of digital governance by suggesting the need for context-sensitive models that account for regional disparities. It also offers practical implications for policymakers, stressing the importance of inclusive policies, infrastructure development, and change management strategies to ensure the success of IT-driven public services in Indonesia.