Analyzing Digital Transformation in Public Service Delivery: A Case Study of INA-DIGITAL 2045
Rio Yusri Maulana, Arissy Jorgi Sutan*, Aditya Romadhon

Department of Government Studies, Universitas Jambi
Department of Political Science, Universitas Jambi

Abstract

This study analyzed the digital transformation of public service delivery in Indonesia by focusing on the INA-DIGITAL 2045 initiative. The research addressed the problem of how digital transformation could reshape governance and enhance citizen-centered services in a large and diverse country. The study was important because it examined Indonesia^s long-term aspiration to modernize governance and public administration in alignment with its centenary vision. A qualitative research method was employed to capture the complexity of institutional, cultural, and technological changes involved in the process. Data were collected from government documents, strategic plans, and secondary literature and were analyzed using NVivo 12 Plus to identify thematic patterns and conceptual linkages. The proposed approach emphasized three dimensions: digital transformation, public service delivery, and governance modernization. The findings showed that INA-DIGITAL prioritized organizational and technological readiness as a foundation, while also incorporating citizen-centric elements and service delivery improvements. The analysis highlighted that success depended on harmonizing regulations, strengthening institutional capacity, and ensuring inclusivity in digital access. It was concluded that INA-DIGITAL represented both a technological and governance reform project, with potential to significantly improve accessibility, efficiency, and accountability in public services by 2045. However, the results also suggested that greater emphasis on service innovation and citizen engagement would be necessary to achieve transformative impact. This study contributed to understanding how digital governance initiatives could shape the trajectory of emerging democracies in the Global South.

Keywords: Digital Governance, Digital Transformation, Governance modernization, INA-DIGITAL, Public service delivery

Topic: Legal Frameworks for Inclusive Digital Transformation