Transformasi Pelayanan Publik Menuju Smart Governance di Era Digital Studi pada Pemerintah Daerah Kota Surabaya

Abstract

This study explores the digital transformation journey of Surabaya City Government toward Smart Governance as part of its broader Smart City initiative. The city has demonstrated a strong commitment to leveraging digital technology to enhance public service quality, evidenced by innovative platforms such as the Surabaya Single Window, SIMPATIK, and E-Health services. These initiatives aim to accelerate service delivery, increase operational efficiency, and facilitate data-driven decision-making, aligning with global trends in e-Government and Smart City development. The underpinning framework is rooted in legal and conceptual foundations like the Indonesian Public Service Law and Good Governance paradigms, emphasizing transparency, participation, and inclusiveness. While these digital innovations have yielded positive impacts—improving citizen engagement, service convenience, and administrative efficiency—they also pose significant challenges. Key among these are issues of system integration, equitable access, and digital inclusivity for marginalized groups such as the elderly, low-education populations, and residents in digitally underserved regions. Evidence suggests that digital platforms tend to favor digitally literate and connected segments, risking the marginalization of vulnerable groups and the formation of participation biases. To address these concerns, a hybrid participation mechanism that combines digital feedback with traditional channels is necessary to ensure all voices are considered in policy formulation. Furthermore, the effectiveness of digital services depends not only on technological sophistication but also on the capacity of government and citizens to utilize these tools optimally. This study emphasizes the importance of continuous innovation, resource capacity building, and robust governance mechanisms—such as auditability and transparency—to sustain the benefits of digital transformation. Ultimately, the research highlights that the success of smart governance hinges on balancing technological advancement with social inclusiveness, fostering a city that is efficient, participatory, and equitable. The findings aim to serve as a strategic reference for policymakers and urban planners striving to realize inclusive smart city models that can be replicated across Indonesia and similar developing contexts.