This is What the Government Needs to Do to Improve Digital Services

Kompas Research and Development (Litbang Kompas) conducted a survey on public perceptions regarding improvements needed in digital or online public services.

The results show that 33.2% of respondents stated that the security of user data in public service applications needs to be improved and protected.

“The majority of respondents agree that without strong data security, digital public services will not run optimally,” wrote the Kompas Litbang researchers in their report on Tuesday, August 13, 2024.

Kompas Litbang assessed that this response arose from public anxiety over several recent data breaches in Indonesia. One example is the hacking of the national data center (NDC) server.

Next, 26.5% of respondents desired easier access to digital public services. This was followed by 15.3% who considered the socialization of information regarding online public services to be important.

Other respondents stated that the government needs to increase the types of digital public services (8.9%), infrastructure and operational systems (8.6%), and improve the capacity of human resources within the government (5.4%).

“This public response needs to be followed up with evaluation and improvement so that digital transformation in public services becomes more optimal,” wrote Kompas Litbang.

This Kompas Litbang survey involved 530 respondents in 38 Indonesian provinces, selected randomly and proportionally.

Data collection was conducted from July 22-24, 2024, through telephone interviews. The survey's margin of error is approximately 4.32% with a 95% confidence level, under conditions of simple random sampling.