Digital Transformation in Public Services: A Comparative Analysis of the Effectiveness of Single Window Service Policies in Various Regional Governments
Authors
-
Aries Purwanto
metaababil313@gmail.comUniversitas Merdeka Madiun,
Indonesia
-
Muh Irfan Mukhlishin
Universitas Wisnuwardhana Malang, Indonesia
-
Mulyaningsih Mulyaningsih
Universitas Garut, Indonesia
Downloads
Background. Digital transformation in public services has become a critical component in improving government service delivery. One of the most significant innovations in this area is the implementation of Single Window Service (SWS) policies, which aim to streamline public service access by offering citizens a single point of contact for multiple government services. Despite the widespread adoption of SWS policies, their effectiveness varies across different regions, largely due to differences in technological infrastructure, governance structures, and regional support for digital initiatives.
Purpose. This study seeks to provide a comparative analysis of the effectiveness of SWS policies in various regional governments, examining the factors that influence their success and identifying the key outcomes of these policies.
Method. A mixed-methods approach is employed, combining qualitative interviews with government officials, surveys of citizens, and quantitative performance data to assess service efficiency, citizen satisfaction, and administrative burden reduction.
Results. The results show that regions with stronger digital infrastructure and better organizational readiness exhibit higher levels of SWS success, while those with limited resources struggle to achieve similar outcomes
Conclusion. The study concludes that the effectiveness of SWS policies is contingent not only on technological infrastructure but also on governance and organizational factors, providing valuable insights for improving digital public service delivery.
Cao, Y., Tu, C., Cui, C., & Du, K. (2026). Central-local environmental policy consistency, streamlining and delegation reform, and urban entrepreneurial executive density. Journal of Asian Economics, 103, 102104. https://doi.org/10.1016/j.asieco.2025.102104
Chen, W., Tao, C., Zheng, Y., Shu, J., & Liao, H. (2026). Deciphering the code of climate policy in facilitating cross-boundary digital innovation for traditional enterprises: Novel insights from patient capital. Journal of Innovation & Knowledge, 16, 101032. https://doi.org/10.1016/j.jik.2026.101032
Chen, Y., Huang, D., He, Z., Liu, S., & Niu, X. (2025). Carbon reduction and water resource trade-offs in the digital-green synergistic transformation. Ecological Indicators, 180, 114374. https://doi.org/10.1016/j.ecolind.2025.114374
Chu, X., Bai, Y., & Zhu, B. (2025). Doing business in the city: Environment configurations and firm digital transformation. Management Decision, 63(9), 3187–3212. https://doi.org/10.1108/MD-11-2023-2166
Ding, X., Vukovi?, D. B., Sokolov, B. I., Vukovic, N., & Liu, Y. (2024). Enhancing ESG performance through digital transformation: Insights from China’s manufacturing sector. Technology in Society, 79, 102753. https://doi.org/10.1016/j.techsoc.2024.102753
Du, Y., Xu, J., & Yuan, X. (2025). How public digital governance system affects firms’ digital technology innovation performance: Base on open innovation perspective. Technology in Society, 83, 103001. https://doi.org/10.1016/j.techsoc.2025.103001
Duan, M., Du, R., & Ma, S. (2025). Temporal Hypergraph Attentive Transformer for regional financial risk prediction: Integrating risk contagion dynamics and temporal pattern mining. Alexandria Engineering Journal, 133, 137–156. https://doi.org/10.1016/j.aej.2025.11.005
Finikov, T., Lyman, I., & Suchikova, Y. (2026). When roots cling to the soil: Intra-regional relocation of universities as a strategy for educational resilience in wartime. Regional Science Policy & Practice, 18(3), 100282. https://doi.org/10.1016/j.rspp.2026.100282
Gholizadeh, A., Wang, Y., & Saneinia, S. (2025). The political economy of regional development initiatives: A multiple-case analysis of economic impact and strategic objectives. Journal of Environmental Management, 394, 127356. https://doi.org/10.1016/j.jenvman.2025.127356
Guan, R., Wang, H., Zheng, R., Shi, X., & Wang, K. (2025). Evaluating the impact of digital technologies on energy efficiency: Evidence from Chinese publicly listed companies. Energy Policy, 207, 114847. https://doi.org/10.1016/j.enpol.2025.114847
Gustafsson, M., Matveieva, O., Wihlborg, E., Borodin, Y., Mamatova, T., & Kvitka, S. (2025). Adaptive governance amidst the war: Overcoming challenges and strengthening collaborative digital service provision in Ukraine. Government Information Quarterly, 42(3), 102056. https://doi.org/10.1016/j.giq.2025.102056
Han, N., Liu, P., Zhao, D., & Zhong, F. (2025). Exploring the synergies between digitalization and decarbonization: From data disclosure perspective. Energy, 340, 139368. https://doi.org/10.1016/j.energy.2025.139368
He, K., Li, S., & Shang, T. (2025). Can the construction of digital infrastructure promote urban energy efficiency?: A quasi-natural experiment based on 108 prefecture-level cities in the Yangtze River Economic Belt. Energy and Buildings, 344, 116007. https://doi.org/10.1016/j.enbuild.2025.116007
Javakhishvili-Larsen, N., Bøje-Kovács, B., & Acosta, C. (2025). Resilience strategies of Danish firms in the pandemic and their regional differences. Global Challenges & Regional Science, 3, 100017. https://doi.org/10.1016/j.gcrs.2025.100017
Kang, S., & Shang, Y. (2026). Exploring the sustainable development path of global digital service trade stability: A hybrid approach perspective. Engineering Applications of Artificial Intelligence, 169, 114172. https://doi.org/10.1016/j.engappai.2026.114172
Karunaratna, D., Senevirathne, C., Jayasinghe, P. S. K., Samarakkody, T., Peksha, P., & Fernando, K. (2025). Unveiling the digital pathways: Exploring the key drivers behind travelers’ decision-making in smart tourism – a systematic literature review. Journal of Hospitality and Tourism Insights, 9(2), 648–667. https://doi.org/10.1108/JHTI-02-2025-0241
Khan, M. I., Yasmeen, T., Hadi, N. U., Asif, M., Farooq, M., Kurniawan, T. A., Khan, M., & Al-Ghamdi, S. G. (2026). Digital sustainability as an emerging paradigm: Insights from the Saudi Arabian experience and global implications. Journal of Open Innovation: Technology, Market, and Complexity, 12(1), 100731. https://doi.org/10.1016/j.joitmc.2026.100731
Li, P., Ding, X., & Guo, T. (2026). How the integration of technology and finance empowers the collaborative development of digitalization and greenization of Chinese cities. Journal of Innovation & Knowledge, 15, 101006. https://doi.org/10.1016/j.jik.2026.101006
Liu, X., & Zhou, X. (2026). Unveiling regional heterogeneity in road transport carbon mitigation performance via biased technical change. Transportation Research Part D: Transport and Environment, 155, 105336. https://doi.org/10.1016/j.trd.2026.105336
Lu, B., Guo, Y., Zhang, S., & Dong, P. (2025). Digital Government and the Structural Determinants of Political Participation Among Street-Level Bureaucrats in China. International Journal of Electronic Government Research, 21(1). https://doi.org/10.4018/IJEGR.388562
Ma, H., Zhou, M., & Dong, Y. (2026). The antecedent configurations of digital transformation in manufacturing firms and their impacts on green innovation performance. Journal of Engineering and Technology Management, 80, 101964. https://doi.org/10.1016/j.jengtecman.2026.101964
Marchesani, F., & Ceci, G. (2026). Taming the white elephant: How smart cities leverage mega events for advancing digital technologies. Technology in Society, 84, 103140. https://doi.org/10.1016/j.techsoc.2025.103140
Qian, R., Zhang, X., & Dong, K. (2026). Study on spatiotemporal evolution and regional control of financial risks in the Yangtze river delta based on SDM-GWR. Systems and Soft Computing, 8, 200478. https://doi.org/10.1016/j.sasc.2026.200478
Qiao, Z., Liang, Y., & YuChen. (2026). Sports industry upgrading amid institutional logic conflicts: Policy response mechanisms and regional coordinated development models under digital economy empowerment. International Review of Economics & Finance, 108, 105201. https://doi.org/10.1016/j.iref.2026.105201
Qin, H., & Yang, Y. (2026). Effective allocation of government attention: A regional analysis of urban carbon reduction and SDGs collaborative governance in China. Applied Geography, 188, 103913. https://doi.org/10.1016/j.apgeog.2026.103913
Ribeiro, D., Fonte, V., Ramos, L. F., & Silva, J. M. (2025). Assessing the information security posture of online public services worldwide: Technical insights, trends, and policy implications. Government Information Quarterly, 42(2), 102031. https://doi.org/10.1016/j.giq.2025.102031
Ridwan, I. L., Senathirajah, A. R. B. S., & Al-Faryan, M. A. S. (2024). Investigating the asymmetric effects of financial development on trade performance in Africa: Can digitalization, transport services, and regulatory quality drive the vision 2063? The Journal of Economic Asymmetries, 30, e00390. https://doi.org/10.1016/j.jeca.2024.e00390
Sakita, B. M. (2026). Technological–inter-organizational–organizational–environmental (TIOE) framework for digital transformation of a maritime port in a developing country. Research in Transportation Business & Management, 67, 101658. https://doi.org/10.1016/j.rtbm.2026.101658
Shehadeh, A., Alshboul, O., Aburamadan, R., Arar, M., Abuhazeem, S., Khazaleh, K., Cotella, V. A., & Moghayedi, A. (2025). Integrating climate resilience and digital twin technologies in housing: A comparative analysis and sustainable design proposal for Jordan and South Africa. Results in Engineering, 28, 108409. https://doi.org/10.1016/j.rineng.2025.108409
Siewe, F. B., Nkongho, R. N., & Ndasi, N. P. (2026). Digitalisation of food value chains in developing countries: Systemic barriers and a digital-maturity-stratified strategy for integrated and inclusive adoption. Trends in Food Science & Technology, 105786. https://doi.org/10.1016/j.tifs.2026.105786
Tang, B., Chen, J., Ji, C., & Zhang, Y. (2026). Bytes into watts: Input–output tracking of energy-sector digitalization and its decarbonization effect. Energy Policy, 212, 115157. https://doi.org/10.1016/j.enpol.2026.115157
Wang, C., Yin, Y., Cai, J., & Hu, H. (2026). Regional heterogeneity and policy evolution of China’s new energy vehicle development: A multi-dimensional analysis based on dynamic time warping clustering and dual policy frameworks. Energy Policy, 210, 115072. https://doi.org/10.1016/j.enpol.2026.115072
Xu, Y., Feng, Z., Troise, C., Jiang, Z., & Bresciani, S. (2026). Bridging industry-finance collaboration and innovation: How strategic choices shape the path to key digital technology innovation. Technology in Society, 87, 103364. https://doi.org/10.1016/j.techsoc.2026.103364
Zhang, B., Jiang, P., Ma, Y., Li, M., Hu, Y., & Lu, K. (2026). Regional population mobility network changes driven by central city lockdowns. Transportation Research Part A: Policy and Practice, 208, 104975. https://doi.org/10.1016/j.tra.2026.104975
Zhang, M., Lu, B., & Guo, Y. (2025). Public Sense of Gain From Using AI-Driven Governmental Chatbots for Public Services. International Journal of Information Systems in the Service Sector, 16(1). https://doi.org/10.4018/IJISSS.387416
Zhao, S., Zhao, Y., Liu, Y., Liang, C., & Zhang, X. (2025). How can the digital economy enhance port resilience? Evidence from the Bohai Rim region. Journal of Sea Research, 206, 102606. https://doi.org/10.1016/j.seares.2025.102606
Copyright (c) 2026 Aries Purwanto, Muh Irfan Mukhlishin, Mulyaningsih Mulyaningsih
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
