Track: E-Business/E-Service

Abstract

Digital transformation is happening all around the world, with the emerging new technologies to support the transformation. Digital trends and technologies are impacting and disrupting not only the private sector, but also the public sector, significantly. The disruptions that have shifted private sector organizations to digital have also affected customer’s behavior, changing users’ expectation on the public sector agencies. Users, or citizens in this case, demand a high-value and real-time process from the government’s public administration services. Governments that are digitally matured are more likely to have an efficient, transparent, and integrated system, and yet there are only a small number of digitally maturing governments compared to the less maturing ones. In fact, the “readiness” or “maturity” levels of e-governments around the world differ from one another. Maturity models have been developed by many academic researchers and institutions to aid governments in assessing the current maturity level and providing recommendations for the e-governments to improve their services. The Indonesian central government also developed the SPBE maturity model to assess the maturity levels of ministries, institutions, and regional governments in Indonesia. However, the previous models do not assess the digital public service comprehensively from the input, process, and output aspects. This research will develop a comprehensive e-government maturity model based on the input, process, and output dimensions of e-government. The model development is done by literature review of previous models and e-government service quality.