Disaster and New Adaptations: Digital Transformation in Public Services as an impact of the COVID-19 Pandemic in Indonesia

Abstract

Public services in Indonesia have changed drastically due to COVID-19 Pandemic. However, the digitalization of public services has started to become a new trend as part of innovation. Many institutions improvise in providing public services by improving existing electronic-based public services. This study aims to describe the various digital transformation forms of public services and the main factors influencing success. This factor is the technological infrastructure that supports the implementation of electronic-based public services. Thus, this paper shows that digital transformation is strongly influenced by the availability of applications and social media that are forced to accommodate various online routines, including the provision of public services.