E-Government Innovation in Public Service Malls: The Physical–Digital Integration Gap in Tulungagung Regency
DOI:
https://doi.org/10.68211/sogpa.v1i2.38Keywords:
E-Government, Public Service Mall, Public Service Innovation, Digital Integration, TulungagungAbstract
Public Service Malls (Mal Pelayanan Publik , MPP) are promoted in Indonesia as an innovation that integrates licensing and non-licensing services in one location and, increasingly, supports them digitally. Physical integration, however, does not automatically produce digital integration, and this tension remains under-examined in local MPPs. This study examines how e-government innovation is implemented through the website of the Tulungagung Regency Public Service Mall, using a fivetype typology of public service innovation: product/service, process, service method, strategy/policy, and system innovation. A qualitative descriptive design was applied, drawing on website observation, regulatory documents, scholarly literature, and interviews at the MPP. Data were analyzed thematically by innovation type and by service layer. The findings show that the website is easy to access and consolidates announcements, service requirements, and a contact channel, while the physical MPP provides counters for participating agencies in one building. Yet several agencies, including the fisheries office, banks, the police, and the religious court, have not integrated their services into the website, and many listings contain missing or minimal information. The website therefore functions mainly as an information window rather than a transactional channel, and citizens must still visit the office. The study proposes the notion of a physical–digital integration gap: innovation is strongest in strategy, process, and service method, and weakest in system integration and product design. It contributes a diagnostic use of the innovation typology and implies that local governments should enforce data entry, standardize information, and move toward online transactions, while measuring public trust empirically.
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