Citation :

Agus Hermanto, Rosziati binti Ibrahim, "Architectural Framework to Support Smart Government Service Quality," International Journal of Engineering Trends and Technology (IJETT), vol. 73, no. 11, pp. 261-279, 2025. Crossref, https://doi.org/10.14445/22315381/IJETT-V73I11P119

Abstract

The Indonesian government issued Presidential Regulation No. 95 of 2018 on Electronic-Based Government Systems (EBGS). The regulation set forth guidelines for the implementation of EBGS, which organizations adopted. The absence of a standardized architectural model often hampers the efficient use of a local government application that is consistent. This challenge led the study to attempt to address this problem by exploring the question of this problem through literature, factor analysis, descriptive statistical analysis, and validation through expert opinion. The analysis revealed ten key drivers and thirty-seven criteria that have a strong influence on the smart government process. Ten key drivers and thirty-seven criteria that strongly contribute to the smart government process were found in the analysis. The researchers described a set of architectural models in combination of four interdependent layers according to the findings: (i) business, (ii) data and information, (iii) services and solutions, and (iv) technology and infrastructure. The framework generated was then used to provide an application based on a case study conducted in the East Java local government. The implementation results showed strong advancements in smart government maturity and the quality of IT service produced. The study offers both theoretical and practical advances. In concept, it is expected that in some way the framework integrates governance, organizational structure, and service quality into an integrated model. This gives a more comprehensive and organized outlook than earlier studies have offered. In practice, this framework offers practical guidance for policymakers and practitioners alike who wish to enhance digital governance and promote the implementation of smart government in Indonesia.

Keywords

Electronic-based governance systems, IT governance, Smart government, IT service quality, Enterprise architecture.

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