Digital Governance Innovations for Achieving Public Service Excellence: Evidence from Local E-Government Initiatives in Indonesia

This study explores how digital governance innovations contribute to public service excellence through a comparative analysis of Semarang and Surakarta in Indonesia. Using a qualitative multiple-case design, data were collected from 30 purposively selected informants, complemented by policy documents and government portals. Thematic analysis using NVivo revealed two distinct but effective pathways to digital governance transformation: a technology-driven approach emphasizing system integration and transparency in Semarang, and a citizen-centric approach prioritizing participation and responsiveness in Surakarta. Semarang’s Smart City Portal and SIDARMA system enhanced efficiency and integration across 38 government units, while Surakarta’s SIBELA and Destination Platform improved service accessibility and citizen satisfaction. Both cities demonstrated that digital governance excellence can be achieved through different strategies adapted to local contexts. Success factors include strong political commitment, sustainable digital literacy initiatives, and adaptive change management, whereas resistance to change and digital inequality remain key challenges. The findings contribute to digital governance theory by identifying dual pathways—technology-first and citizen-first—that expand the concept of public value creation in e-government. Practical implications emphasize the need for locally tailored digital strategies and intercity knowledge exchange to accelerate Indonesia’s digital transformation agenda.