Safira, Febrialta Dinda (2026) TRANSFORMASI DIGITAL PUBLIC SERVICE MELALUI PROBOLINGGO SMART DIGITAL MELAYANI MASYARAKAT (PORTAL EMAS) DI KOTA PROBOLINGGO. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
Digital transformation is one of the government's efforts to improve the quality of public services through the utilization of information technology. The Government of Probolinggo City developed PORTAL EMAS (Probolinggo Smart Digital Melayani Masyarakat) as a digital-based public service innovation to facilitate citizens in accessing administrative services. This study aims to analyze digital transformation through PORTAL EMAS in the implementation of public services in Probolinggo City based on the dimensions of Transformation Reasons, Transformation Objects, Transformation Process, and Transformation Results proposed by Mergel, Edelmann, and Haug (2019). This study employed a descriptive qualitative approach. Data were collected through observation, interviews, and documentation. The research informants consisted of government officials involved in managing PORTAL EMAS and members of the public who utilized the service. Data analysis was conducted through data collection, data condensation, data display, and conclusion drawing. The results indicate that digital transformation through PORTAL EMAS was driven by external factors, including the Electronic-Based Government System (SPBE) policy, developments in information technology, the COVID-19 pandemic, and increasing public demands, as well as internal factors such as the need to improve work effectiveness and administrative management. Digital transformation has changed service processes, public services, service products, government-citizen relations, technology utilization, and service governance. The transformation process was carried out through preparation, implementation, and continuous system development and adaptation. The results of the transformation include improved service efficiency, faster service completion, easier data and archive management, enhanced transparency, and stronger inter-agency service integration. However, challenges remain, including low digital literacy among some citizens, the suboptimal role of neighborhood leaders (RT/RW), fluctuations in service utilization, and limited socialization. Therefore, strengthening digital literacy, optimizing the role of RT/RW, and expanding socialization efforts are necessary to maximize the utilization of PORTAL EMAS.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) J Political Science > JA Political science (General) > JA51 Public management J Political Science > JF Political institutions (General) J Political Science > JF Political institutions (General) > JF1338-2112 Public administration J Political Science > JF Political institutions (General) > JF20-2112 Political institutions and public administration |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | FEBRIALTA DINDA SAFIRA | ||||||||
| Date Deposited: | 20 Jul 2026 01:47 | ||||||||
| Last Modified: | 20 Jul 2026 01:47 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/56214 |
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