Cross Sector Collaboration to Enhance the Effectiveness of Digital Transformation in Public Service

Rethorika Berthanila, Marthalena Marthalena, Endang Tri Santi, Hasuri Hasuri

Abstract


This research aims to analyse the impact of cross-sector collaboration on the effectiveness of digital transformation in public services, focusing on the role of the Communication and Information Office of Serang City. Digital transformation in public services is expected to enhance speed, efficiency, and user satisfaction, and encourage technology adoption among employees. This study uses a quantitative approach with Partial Least Square (PLS) analysis method through SmartPLS 4 software, examining the relationship between Cross-Sector Collaboration variables (interaction frequency, engagement level, inter-agency communication, and resource support) and Digital Transformation Effectiveness. The research results show that cross-sector collaboration has a positive and significant impact on the effectiveness of digital transformation. Specific, consistent interactions, active engagement between agencies, effective communication, and adequate resource support have been proven to enhance the efficacy of digitalisation implementation. The effectiveness of digital transformation significantly impacts user satisfaction, service speed, process efficiency, and technology adoption among employees. These findings underscore the importance of crosssector collaboration in supporting the success of digital transformation in the public sector. This research provides practical implications for government agencies, particularly the Department of Communication and Information, to strengthen inter-agency synergy to maximise the benefits of digitalization in public services. With the successful implementation of effective digital transformation, public institutions can realize services that are more responsive, efficient, and sustainable for the community.

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