February 25, 2024

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Indonesia’s Public Service Portal Streamlining Access

The Ministry of Administrative and Bureaucratic Reform (PANRB) in Indonesia is fast-tracking the development of the Public Service Portal. In this latest endeavour, prioritising priority services is underway, integrating offerings from the Ministries of Health and Education, Culture, Research, and Technology.

Image credits: menpan.go.id

“Education and health services are two of the four priority services to be integrated into the Public Service Portal. Today’s meeting is an effort to collaborate on the acceleration of integration for various services that will be incorporated into the Public Service Portal,” stated Yanuar Ahmad, Assistant Deputy for Digital Transformation of Public Services at the Ministry of PANRB.

The National Public Service Portal is paramount in realising public service transformation in Indonesia. It is envisioned to be a means to share information and knowledge about public service innovation and inspire public service providers to continue to innovate in providing better services to the public.

The framework of the Public Service Portal is being constructed with a focus on three aspects: public access, service access, and support access. Specific criteria must be considered when integrating services, including service targets, business processes and frameworks, application conditions and infrastructure, data and information, and security. This involves adhering to security standards and application testing.

The discussions with the Ministry of Health and the Ministry of Education, Culture, Research, and Technology aim to inventory the types of services that will integrate with the Public Service Portal. Additionally, the goal is to identify each service further when combined.

The Public Service Portal is a mandate from Presidential Regulation No. 82/2023 concerning the Acceleration of Digital Transformation and the Integration of National Digital Services. On various occasions, Minister of PANRB Abdullah Azwar Anas has emphasised that the government is building government technology (GovTech), encompassing nine priority services that will be transformed into digital platforms.

Yanuar explained that through the Public Service Portal, the public is predicted to have easier access to information and conduct transactions efficiently within a single application. “The Public Service Portal can be utilised by public service providers, making it easier for the public to access services. Moreover, this portal emphasises the principle of lifetime services, allowing citizens to receive services from birth to death using only one application effectively and efficiently,” he clarified.

Through the Public Service Portal, citizens can submit applications, access data, and obtain information related to public services without having to visit government offices directly. Integrated with various services from central and regional agencies, this portal brings efficiency to the delivery of public services and enhances information transparency for the public.

As Indonesia progresses in its digital transformation journey, integrating critical services into the Public Service Portal reflects a commitment to enhancing accessibility, efficiency, and transparency in public service delivery. The government’s push towards GovTech signifies a broader effort to leverage digital technology for the benefit of citizens, streamlining processes and improving the overall citizen experience.

“To achieve Governance 5.0 is significant in accelerating service integration, especially in health and education. It is expected that the development of the Public Service Portal will proceed according to the set targets and be accessible to the public later this year,” asserted Yanuar.

Organising Public Service Portal in Indonesia represents an innovative approach to achieving more equitable and improved public services. Implementing the Public Service Portal in Indonesia has significantly and positively impacted community public service performance. The anticipation is that this initiative will not only meet its targets but also serve as a model for other nations looking to harness the power of digital technology in public administration.

Yanuar concluded that the “government regulating society” transitions to “Government working together with society,” or more precisely.. This concept marks an evolution in how the government interacts with society, creating closer, more inclusive and transparent public services.


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