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Integrated Portal to Access Government Services in Indonesia

The PANRB Ministry of State Apparatus Empowerment and Bureaucratic Reform in coordination with The Ministry of Communication and Information Technology has developed the Public Services Portal. The portal serves as a unified online hub for public services.

This portal’s development has progressed to enhance the outcomes of IT security assessment and usability testing. The public will soon be able to use the site and apps that combine several public services with a single login, eliminating the need to maintain separate accounts for each.

The service’s app has been submitted to the mobile application store but is still under maintenance after their feedback. The Public Service Portal will be demonstrated for use after the fixes. The Public Service Portal will be available to the general public in April and May.

“The Public Service Portal provides information to the public regarding the rights obtained and the obligations that must be fulfilled,” said Deputy for Public Services of the Ministry of PANRB Diah Natalisa in the Focus Group Discussion (FGD) Synergy of Portal Development Public Service, in South Jakarta.

The Electronic Based Government System is bolstered by creating a Public Service Portal (SPBE). The Public Service Portal was designed with the community in mind, with the individual as a supporting character. Diah highlighted that in a citizen-centric setting, there are two services available.

An individual’s age, location, income, gender, level of education, and health status are just a few examples of the demographic factors that the public service portal considers when making personalisation suggestions in the doorway. The second type of service is predicated on a system of rights and duties.

Aligning with the National SPBE Team, which is based on Presidential Regulation no. 132/2022 about SPBE Architecture, the Public Service Portal’s service integration strategy has been refocused. The Presidential Decree includes several strategic measures, such as online SIM issuing, social aid, and education integration.

Moreover, the Draft Presidential Instruction on the Acceleration of the Implementation of the SPBE Architecture expands the locus through which integration is meant to be understood. The public service site has been updated to include cross-border services. The second quarter of the future is expected to concentrate on integrating transportation services, whether air, land, or sea.

We also welcome the Ministry of Transportation as the service owner that will be incorporated shortly,” Diah mentioned. The goal of the hybrid FGD meeting is to get a consensus on which services should be integrated first and how government service portals should be built and improved.

To avoid the concept of “one innovation, one application,” a single sign-in site is in keeping with the digital transformation strategy of PANRB Minister Abdullah Azwar Anas. The general public or businesses using the service do not need to go through unnecessary hoops like downloading several apps, making multiple accounts, or entering the same information more than once.

Anas claimed that SPBE was essential to improving how well the government served its citizens. Access to government services may be sped up and made more convenient with technology and digitalisation. Anas stated that, between 2020 and 2022, 10,799 complaints were lodged over the government’s digital services. “Among the complaints are protests from locals,” Anas explained. “Yesterday, they filled in the data in the prior application; today, another application from a related industry was entered; and today, they were told to fill in the data again.”

Future consolidation of digital services will be driven by population information. The Digital Public Service Mall (MPP) is the first to implement the concept of a “single sign-on” that eliminates the need for users to create different accounts and download various programmes.


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