E-Government and Bureaucratic Reform: Pathways to Inclusive Public Service Innovation in Indonesia

Abstract

The growing societal demand for more efficient, transparent, and high-quality public services has encouraged the Indonesian government to innovate through digitalization and bureaucratic reform. This literature review aims to analyze the role of public service innovation based on e-government and the principles of good governance in improving service quality and strengthening public trust. The study employs a literature review method, examining prior research. The findings indicate that public service innovation is not only influenced by technological factors but also by governance, the competence of civil servants, and community participation. The implementation of e-government has been proven to enhance efficiency, transparency, and accountability, although challenges such as the digital divide, low digital literacy, and bureaucratic resistance remain. This review highlights the importance of collaborative strategies, the capacity building of civil servants, and the development of adaptive regulations. The study implies that digitalizing public services must be accompanied by strengthening governance and inclusivity to meet public needs sustainably.