THE FUNCTION OF DIGITALIZATION TO RAISE THE QUALITY OF PUBLIC SERVICES IN THE SYSTEM GOVERNANCE ADMINISTRATION
DOI:
https://doi.org/10.3007/42n31444Keywords:
Public Service, Bureaucratic Ethics, Correlation and Interrelationship Ethics and Public ServiceAbstract
This study examines the role of digitalization in enhancing the quality of public services within the government administration system at DNSRN-MJ in Timor-Leste. Employing a case study design and descriptive qualitative methodology, the research investigates the gap between ideal and actual conditions encountered during the institution’s digitalization efforts. Data collection and analysis focused on factors influencing service quality and barriers obstructing digital transformation. Findings indicate that inadequate and insecure public facilities, limited supporting infrastructure, constrained government budgets, and employee resistance to system change are primary impediments to effective digitalization at DNSRN-MJ. These constraints underscore the need for comprehensive interventions, including strengthening ICT infrastructure, enhancing human resource capacity, formulating enabling policies and regulations, and conducting outreach and training for both civil servants and the public to foster acceptance and effective use of digital services. The study concludes that digitalization is a strategic imperative for DNSRN-MJ but requires targeted investments and coordinated policy measures to achieve meaningful improvements in service delivery. The research offers actionable insights for policymakers and stakeholders, serving as an evidence base to guide future strategies aimed at advancing public-service digital transformation in Timor-Leste.
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