Analysis of the Failures and Successes of Digital Public Service Applications: A Case Study in the Regency of Central Java Province

Abstract

he digitization of public services has become a primary focus for local governments in Central
Java Province. Various policies and digital applications have been introduced to enhance the efficiency and
accessibility of public services. However, the implementation of these applications often encounters
obstacles, resulting in many programs failing to meet public expectations. This article aims to analyze the
factors contributing to the success and failure of digital public service applications in several regencies and
cities in Central Java Province. This research employs a qualitative approach by analyzing various policies
and evaluation results of existing applications. The findings indicate that successful applications possess
characteristics of easy accessibility, robust policy support, and adequate human resource readiness.
Conversely, failures are often attributed to inadequate planning, insufficient user training, and
misalignment of applications with community needs. Based on these findings, this article provides policy
and management recommendations for public services to enhance the effectiveness of digital applications,
emphasizing the importance of comprehensive planning, effective socialization, and continuous
evaluation to ensure optimal utilization by the community.