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Revolutionising Public Service Delivery in Indonesia

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Yesterday, Chief Secretary of the National Cyber and Cryptography Agency (BSSN), Susilo Wibowo, attended the soft launching of Digital Public Service Mall (MPP) in Jakarta’s Vice President’s palace. This activity is indicated that Indonesia will accelerate and transform the public service digitally, enhancing the effectiveness of public service delivery.

The event was carried out per the directives of President Joko Widodo to improve the effectiveness, efficiency, and quality of public services through impactful reforms aimed at enhancing the welfare of society and Indonesia’s competitiveness in the global arena. With the massive technological advancement, speed and accuracy in public services are also required.

The Vice President of Indonesia, Ma’ruf Amin, expressed that digital governance or government management based on digital technology is crucial in today’s era. The digital transformation within the government, particularly in public services, aims to transform the rigid, convoluted, and slow bureaucracy paradigm into a more interactive, flexible, and fast interaction pattern between the government and society. The speed of providing public services will make the people feel served to the maximum and in a professional manner.

Moreover, Ma’ruf Amin added that MPP Digital is not only an excellent start to transform governance into digitalisation, enabling the efficiency of work performance. However, it can also continue to develop sustainably as a manifestation of the spirit and new way of managing government services.

“This MPP Digital is not only a good start, but it can also continue to develop sustainably, as a manifestation,” he expressed.

According to Sriwijaya University Professor, drawing upon research on Digital Public Service, the digitisation of public services offers multifaceted advantages. The integration of digital technology has the potential to yield remarkable outcomes, including a staggering 50% reduction in service time and a significant 50% decrease in the allocated budget. Moreover, implementing digitalisation measures can result in a remarkable 60% improvement in overall work efficiency.

For instance, services are transitioning from paper-based documentation to paperless processes, marking a significant advancement in service delivery. This improvement promotes an e-government approach and paves the way for a more intelligent and efficient government model.

Additionally, Minister of Home Affairs, Tito Karnavian explained that MPP Digital also can lower the potential for corrupt practices. It is mainly because face-to-face meetings are significantly reduced.

“Extortion occurs during face-to-face interactions. With the presence of digitisation, extortion will significantly decrease, and that’s why I believe we are creating a system to combat corruption,” said Tito.

Moreover, another benefit of MPP Digital is that the community can use face or facial recognition data for identity checks when using trains or aeroplanes. Besides the convenience of accessing mass transportation, in coordination with Minister of Transportation Budi Karya Sumadi, MPP Digital also provides shortcuts for various permits in the transportation sector.

Through MPP Digital, the community only needs one account and uploads the service requirements documents once to access various digital services. The community does not need to come directly to the location to access MPP Digital services.

Digital services have been implemented in 21 districts/cities, including Banyuwangi Regency, Banda Aceh City, and Musi Rawas Regency.

Considering that approximately 78% of the total population of Indonesia is recorded as internet users, according to data from the Central Statistics Agency (BPS), it is evident that digital connectivity is widespread.

Furthermore, around 67% of the Indonesian population already owns a mobile phone, indicating high mobile device adoption. In addition to these factors, the launch of the Republic of Indonesia Satellite-1 (Satria-1) is expected to enhance digital connectivity across the nation significantly. The Vice President expresses optimism about the transformative impact of these developments.


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