Fahrezi, Fa'iz and Rotzami, Rotzami (2025) ELEMEN KESUKSESAN E-GOVERNMENT MELALUI APLIKASI TANGERANG GEMILANG DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK DI KABUPATEN TANGERANG PROVINSI BANTEN. Other thesis, Institut Pemerintahan Dalam Negeri.
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Abstract
Problem/Background (GAP): Although the Tangerang Gemilang app has been launched by the Tangerang Regency Government, its utilization remains low, with only around 10,000 of the more than 3.3 million residents having downloaded it. This gap is attributed to low digital literacy, insufficient outreach, and a user-unfriendly app design. Purpose: This study aims to analyze the success of the implementation of the Tangerang Gemilang application in improving the quality of public services in Tangerang Regency and to identify the supporting and inhibiting factors for its success. Method: This study uses a qualitative approach with a descriptive method. Data was obtained through in-depth interviews, observation, and documentation, with informants selected through purposive sampling, including officials from the Communication and Information Agency and community users. The analysis used Indrajit's (2002) framework on the elements of e-government success, namely support, capacity, and value. Results/Findings: The results of the study indicate that in terms of support, there is regulatory support and commitment from leaders, but socialization still needs to be expanded. In terms of capacity, the budget and technological infrastructure are available, but internet access in rural areas and the number of human resources are still obstacles. In terms of value, the application provides convenient services for the community and work efficiency for the government, but it has not reached all levels of society evenly. Conclusion: The implementation of the Tangerang Gemilang application has made a positive contribution to improving the quality of public services, particularly in terms of efficiency and accessibility. However, optimization is still needed through strengthening digital literacy, increasing human resource capacity, and improving the design of the application to be more inclusive so that it can be accessed equally by all segments of society. Keywords: e-Government, Tangerang Gemilang, Public Services, Digitalization, Tangerang Regency Permasalahan/Latar Belakang (GAP): Meskipun aplikasi Tangerang Gemilang telah diluncurkan oleh Pemerintah Kabupaten Tangerang, pemanfaatannya masih minim, hanya sekitar 10.000 dari lebih 3,3 juta penduduk yang mengunduh. Kesenjangan ini disebabkan oleh rendahnya literasi digital, kurangnya sosialisasi, dan desain aplikasi yang kurang ramah pengguna. Tujuan: Penelitian ini bertujuan untuk menganalisis keberhasilan implementasi aplikasi Tangerang Gemilang dalam meningkatkan kualitas pelayanan publik di Kabupaten Tangerang. Metode: Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif. Data diperoleh melalui wawancara mendalam, observasi, dan dokumentasi, dengan informan yang dipilih secara 2 purposive sampling, termasuk pejabat Dinas Kominfo dan pengguna masyarakat. Analisis menggunakan kerangka dari Indrajit (2002) tentang elemen kesuksesan e-government, yaitu support, capacity, dan value. Hasil/Temuan: Hasil penelitian menunjukkan bahwa dari sisi support, terdapat dukungan regulasi dan komitmen pimpinan, namun sosialisasi masih perlu diperluas. Dari sisi capacity, sudah tersedia anggaran dan infrastruktur teknologi, namun akses internet di wilayah pinggiran dan jumlah SDM masih menjadi kendala. Dari sisi value, aplikasi memberikan kemudahan layanan bagi masyarakat dan efisiensi kerja bagi pemerintah, tetapi belum menjangkau seluruh lapisan masyarakat secara merata. Kesimpulan: Implementasi aplikasi Tangerang Gemilang telah memberikan kontribusi positif terhadap peningkatan kualitas pelayanan publik, khususnya dari sisi efisiensi dan aksesibilitas. Namun, optimalisasi masih diperlukan melalui penguatan literasi digital, peningkatan kapasitas SDM, serta perbaikan desain aplikasi yang lebih inklusif agar dapat diakses secara merata oleh seluruh lapisan masyarakat. Kata Kunci: e-Government, Tangerang Gemilang, Pelayanan Publik, Digitalisasi, Kabupaten Tangerang
| Item Type: | Thesis (Other) |
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| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Campus > IPDN Kampus Jatinangor |
| Depositing User: | Teknologi Rekayasa Informasi Pemerintahan FMP |
| Date Deposited: | 14 Jul 2025 01:04 |
| Last Modified: | 14 Jul 2025 01:04 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/21888 |
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