KOMPETENSI DIGITAL ASN DALAM MENDUKUNG KUALITAS PELAYANAN PUBLIK BERBASIS ELEKTRONIK: KAJIAN LITERATUR
DOI:
https://doi.org/10.23969/jp.v11i3.59683Keywords:
ASN digital competency; electronic public services; SPBE; service quality; bureaucratic digital transformationAbstract
Government digital transformation demands civil servants (ASN) to act not merely as technology users, but as primary actors determining the quality of electronic services. This article aims to examine the relationship between ASN digital competency and electronic-based public service quality, identify competency strengthening challenges, and formulate implementable strategies. A descriptive-analytical literature review method was applied, drawing on national and international journals, regulations, and government policy documents from 2019–2025. Findings indicate that ASN digital competency is an irreplaceable prerequisite for quality electronic services, encompassing seven dimensions: digital literacy, data management, digital communication, information security, technology adaptation, digital ethics, and technical problem-solving. Electronic service quality measured through speed, accuracy, responsiveness, accessibility, and security demonstrably correlates with ASN digital capacity as service operators. Key challenges identified include inter-agency competency gaps, formalistic training, resistance to change, and a bureaucratic culture not yet fully oriented toward digital service delivery.
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