Published date: Oct 02 2023

Journal Title: KnE Social Sciences

Issue title: 1st Doctoral International Conference 2023

Pages: 579–594

DOI: 10.18502/kss.v8i17.14152

Nana Puji Lestarinplestari7@gmail.comPublic Administration Doctoral Program, Faculty of Social and Political Sciences, Hasanuddin University

The rapid development of information and communication technology (ICT) in the digital era has compelled the government to adapt by innovating governance through electronic-based systems, especially in public service delivery. The Government of West Sulawesi has also embraced this digital transformation and introduced ”digital service innovation” in the One-Stop Integrated Service (PTSP) of the province. One such innovation is the online licensing application (SAPO) system. This study aimed to assess the implementation, quality, and impact of the SAPO system on society. A quantitative approach with a survey type was used for data collection, along with literature studies. The findings reveal that the digital-based licensing service innovation has brought significant improvements in the quality and quantity of licensing services in the One-Stop Integrated Services of West Sulawesi Province. However, further efforts are needed to strengthen and mature the service quality to ensure that the impact of this innovation is maximally felt by the community.

Keywords: digital, innovation, licensing services, public service

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