Implementing Agile governance to Improve Public Services in Tongke-Tongke Village Efektivitas Penerapan E-Government dalam Meningkatkan Kualitas Pelayanan Publik

Abstract

This study analyzes the implementation of Agile governance in improving public services in Tongke-Tongke Village and identifies factors that influence the low utilization of digital-based public services. The study employed a qualitative approach with a case study design. Data were collected through observation, interviews, and documentation from village government officials, the Village Consultative Body, the village service operator, and residents using online and offline services. Data were analyzed through data collection, reduction, presentation, and conclusion drawing. The findings show that Agile governance has been implemented, but its overall implementation is not yet optimal. Good Enough Governance is supported by adequate facilities and personnel; Business Driven is reflected in the use of community aspirations as a basis for service improvement; Human Focused is demonstrated through friendly and responsive services; Based on Quick Wins is reflected in the village website and self-service kiosk; and Systematic and Adaptive Approach is demonstrated through adherence to procedures, periodic evaluation, and rapid responses to service problems. However, Simple Design and Continuous Refinement remains less optimal because some residents still have difficulty understanding digital service procedures. Supporting factors include infrastructure, technology, personnel competence, inter-employee cooperation, and community participation. Inhibiting factors include uneven digital literacy, limited socialization of digital services, continued preference for face-to-face services, and technical disruptions. The study implies that digital service innovation needs to be accompanied by sustained socialization, education, assistance, and iterative service improvement.