The Function of Digitalization to Increase the Effectiveness and Efficiency of Public Service (Case Study in Dili Municipal Authority)
DOI:
https://doi.org/10.3007/t3y52c06Keywords:
Digitalization, Public Service Delivery, Municipal Government, Efficiency, Effectiveness, Transparency, Digital Divide, Dili, Portal Munisipal, Balkaun Uniku, Baze BiometricAbstract
This study investigates how digitalization functions to improve the effectiveness and efficiency of public services within the Dili Municipal Authority. Motivated by global and regional efforts to modernize public administration, the research examines the implementation and impact of specific digital systems Portal Munisipal, Balkaun Uniku, and Baze Biometric on service delivery, transparency, accountability, and operational performance. The primary objective is to evaluate whether and how digital tools transform citizen access to services, reduce process time and manual workloads, and inform policy recommendations for broader municipal digital transformation.
A mixed-methods case study approach was employed. Quantitative data were collected from municipal service records, system usage logs, and performance indicators (e.g., transaction processing times, service uptake rates) before and after system deployment. Qualitative data were gathered through semi-structured interviews with municipal officials, frontline staff, and service users, complemented by direct observation of service points and review of relevant policy documents. Triangulation of data sources supported validity and provided a nuanced understanding of technological, organizational and user-level factors shaping outcomes.
The research findings such as The Portal Munisipal and Balkaun Uniku increased public access to service information and status tracking, leading to improved visibility of processes and reduced opportunities for informal practices. Automation and digital workflows reduced average processing times for many services, decreased reliance on physical queuing, and improved record-keeping accuracy. Baze Biometric improved identity verification speed and reduced errors in beneficiary identification. The benefits of digital systems were constrained by limited staff competence in information systems and digital tools. Training gaps and resistance to change affected optimal utilization of technologies. The digital divide characterized by limited internet access, inadequate devices, and intermittent power and connectivity in remote and peri-urban areas restricted citizen uptake and prevented full migration from manual to digital procedures. Certain processes (e.g., document collection, specific payment channels) continue to rely on offline mechanisms, reflecting regulatory, technical, and cultural barriers to end-to-end digitalization.
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