Obstacles and Solutions in the Digitalization of Public Services in Developing Countries
Hambatan dan Solusi dalam Digitalisasi Layanan Publik di Negara Berkembang
Keywords:
digitalisation of public services, ICT infrastructure, digital skills, cyber security, data privacyAbstract
Digitalisation of public services is a key strategy in modernising public administration, increasing transparency, and accelerating service delivery. Developing countries like Indonesia, with great digital potential, face unique challenges that can hinder the implementation of this strategy. This research aims to identify the main barriers faced in digitising public services in Indonesia and explore solutions that can be implemented to overcome these challenges. Using a desk-based approach, this research analyses various literature sources to evaluate and interpret the barriers and solutions that have been successfully implemented in other countries with similar conditions. The results show that there are three main barriers to digitisation of public services in Indonesia: inadequate information and communication technology (ICT) infrastructure, limited skills and human resources, and cybersecurity and data privacy issues. Lack of ICT infrastructure results in unequal access between urban and rural areas, hampering equitable distribution of digital services and widening the digital divide. On the human resources side, the lack of digital skills among civil servants and the wider public is an obstacle to the effective utilisation of digital technology. Meanwhile, concerns over cybersecurity and data privacy protection have fuelled public mistrust of digital services. The study recommends that increased investment in ICT infrastructure, human resource development through training and education, and strengthening cybersecurity and data privacy frameworks are key to overcoming these barriers. The conclusions of this study are expected to provide valuable insights for policymakers and practitioners in designing effective strategies to accelerate the digitisation process of public services in Indonesia, so as to provide better and more inclusive services for the entire community.
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