Evaluasi Implementasi E-Government dalam Pelayanan Publik melalui Kelembagaan dan Infrastruktur Digital Kota Tomohon
DOI:
https://doi.org/10.37950/joc.v5i1.649Abstract
Artikel ini mengevaluasi implementasi e-government dalam pelayanan publik Kota Tomohon melalui studi kasus kualitatif berbasis dokumen. Analisis diarahkan pada landasan regulasi, kepemimpinan perubahan, kesiapan sumber daya manusia, infrastruktur digital, serta aksesibilitas layanan. Bahan kajian terdiri atas peraturan, laporan kelembagaan, informasi layanan pemerintah daerah yang dirujuk dalam naskah, dan artikel ilmiah mutakhir tahun 2022–2026. Penelaahan dilakukan dengan kategorisasi tematik yang membedakan komitmen kebijakan, indikasi pelaksanaan yang terdokumentasi, dan capaian yang belum dapat diverifikasi. Hasil analisis menunjukkan adanya dasar kebijakan serta saluran layanan digital yang disebutkan dalam sumber, tetapi belum tersedia bukti memadai untuk menilai integrasi antarplatform, keberlanjutan pemeliharaan situs, kualitas pengalaman pengguna, maupun dampak terhadap kepuasan masyarakat. Regulasi, agen perubahan, kapasitas aparatur, dan infrastruktur dipahami sebagai kondisi yang saling terkait. Kontribusi penelitian berupa kerangka evaluasi berbasis tingkat kekuatan bukti untuk pemerintahan digital daerah. Rekomendasi meliputi inventaris layanan, pemeriksaan aksesibilitas secara berkala, tata kelola perlindungan data, indikator mutu layanan, dan publikasi capaian. Penelitian tidak menyimpulkan pengaruh kausal atau peningkatan kepuasan pengguna karena tidak menggunakan survei maupun audit teknis langsung.
Kata kunci: e-government, pelayanan publik digital, kapasitas kelembagaan, analisis dokumen, Kota Tomohon
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