Digitalization of Local Government in the Decentralized Era: An
Insight of the Stage of e-Government across Provinces in Indonesia
Rosdiana Sijabat
Department of Business Administration, Universitas Katolik Indonesia Atma Jaya, Indonesia
Keywords: e-Government, Decentralization, Information Technology and Communication, Local Government.
Abstract: In the recent digital era, the development of Information, Communication and Technology (ICT) have been
influencing and transforming the corporate governance of organizations in both the private sector and public
sector. In the public sector or government organizations, the use of ICT is seen to improve performance and
efficiency, particularly in the public service delivery. The implementation of decentralization in Indonesia is
seen to encourage local governments to be more innovative in running the government, among other
innovations in the form of innovation using ICT, in the narrow definition is defined as e-Government. An
exploratory approach is undertaken to examine the implementation of e-government by the provincial
governments across Indonesia. As this study is an exploratory in nature, a literature review using a desktop
and library research approach is conducted to analyse a set of secondary literature on e-government. Four
stages of e-government maturity models have also been used to examine the e-government portals of 34
provincial governments in Indonesia. This study found that most of the provincial government have offered
some form of e-government services. The vast majority of these government websites are categorized are in
initial transactional stage with only a few provinces have reached a fully transactional stage.
1 INTRODUCTION
The Indonesian government has been implementing
government decentralization ever since passing two
laws on decentralization, namely Law No. 22/1999 on
Local Government and Law No. 25/1999 on
Balanced Central and Local Financing. These laws
have served as the foundation for the divestment of
government authority and administrative
accountability from the central government to the
various local governments. With these laws, local
governments have received a mandate to handle
public administration and public services. Under this
decentralized system of government, local
governments have been given the responsibility of
administering their own areas. One effect of
Indonesia's decentralization policy has been the
provision of more space for its local governments to
manage development and administer government at
the local level. Many local governments have used
this opportunity to pass innovative regulations that
are suited to their local conditions.
Given this situation, e-government may offer
local governments a new strategy to effectively and
efficiently fulfil its mandate. In the spirit of
decentralization, local governments have used this
law as the basis for implementing e-government
within their borders.
The implementation of e-government in Indonesia
began with the passage of Presidential Instruction No.
6/2001 on Telecommunications, Media, and
Information, which stipulated that all government
agencies must use information technology and media
to provide good governance. Two years later, the
Indonesian government passed Presidential
Instruction No. 3/2003 on National E-Government
Development Planning and Strategy, which provides
a legal guideline for developing e-government in
Indonesia, including at the local level. The central
government, in Presidential Instruction No. 3/2003 on
the National E-Government Development Planning
and Strategy, has ensconced its hopes that both
central and local governments can implement e-
government. This instruction sets six strategic goals
for e-government: (1) developing a reliable and
trusted service system that can be accessed by the
general public; (2) holistically organizing the
administrative systems and processes of the central
and local governments; (3) optimally utilizing
information technology; (4) increasing the
Sijabat, R.
Digitalization of Local Government in the Decentralized Era: An Insight of the Stage of E-government Across Provinces in Indonesia.
DOI: 10.5220/0008430402870296
In Proceedings of the 2nd International Conference on Inclusive Business in the Changing World (ICIB 2019), pages 287-296
ISBN: 978-989-758-408-4
Copyright
c
 2020 by SCITEPRESS – Science and Technology Publications, Lda. All rights reserved
287

involvement of the business sector and developing the
telecommunications and information technology
sector; (5) building the human resource capacity of
Indonesia's government and local governments, as
well as increasing the e-literacy of society; and (6)
implementing systematic development in realistic
and measured stages. Other regulations include Local
Bylaw No. 6/2015 on Information Technology-Based
Government and Openness, Indonesian Government
Regulation No. 82/2012 on the Implementation of
Electronic Systems and Transactions, and Law No.
14/2008 on Open Public Information.
2 THEORETICAL
BACKGROUND
2.1 e-Government Definitions
e-Government includes (1) internet-based (online)
services or other internet-based activities; (2) the use
of information and communications technology
(ICT) in all aspects of government and governance;
or (3) capacity to transform public administration
through the use of ICT or create a new form of ICT-
based governance. These three aspects are nearly
always found in various definitions of e-government,
both those formulated by academics and those
formulated by related organizations (OECD,
2003:63). E-government can refer to the use of
information technology by various government
institutions to transform the relations between the
government and the public, the business sector, and
other government institutions. Wirtz and Daiser
(2015:9–10) understand e-government as "the
electronic handling of administration and democracy
processes in the context of governmental activities by
means of information and communication
technologies to support public duties efficiently and
effectively". They formulate this definition of e-
government based on a review of various definitions
found in the literature, which almost all include the
internet, computers, and technology. The use of
internet technology and computers by public-sector
organizations range from the simple provision of
information and delivery of services to the practice of
e-democracy and involvement of various subjects
(from citizens to public sector stakeholders) (Evans &
Yen, 2006). According to Yang and Rho (2007), e-
government is understood as government activities
supported by the internet (internet-driven activities)
that are intended to expand citizens' access to public-
sector information and services. Websites and portals
can not only be used by government organizations,
but also ease and expand public access to government
information and deliver services to the general public
and the private sector (Goldkuhl & Rostlinger, 2010).
E-government is a concept that has been known in
public administration since the 1990s (Bhuiyan,
2010; Bannister & Connolly, 2015; Ahn &
Bretschneider, 2011; Rana et al., 2017). In its
development, research on e-government is also
multidimensional in that it rests on a variety of
perspectives such as transformation, knowledge
management, technology, social behavior, and public
administration (Bannister & Connolly, 2015).
Although there is no standard definition, academics
and practitioners define e-government as the use and
information and communication technology (ICT) by
the government as a tool to achieve better governance
(OECD, 2003; UNPAN, 2016). According to the
OECD (2003: 63), in broad outline, the definition of
e-government found in the literature can be grouped
into three: (1) is an internet-based service or other
internet-based activity; (2) is the use of ICT in all
aspects of government activities; and (3) is a capacity
that can transform public administration through the
use of ICT or as a new form of ICT-based
government. These three definitions seem to always
be attached to various definitions of e-government,
both those put forward by academics and institutions.
In its development, it appears that e-government
is defined in a multidimensional manner. There are
scholars who suggest e-government as a system that
can help connect individual systems with government
functions and public services into a coherent system,
so as to enable improved Whole-of- Government
(WoG) services in economic, social and
environmental areas (The United Nations, 2016: 5).
Then, e-government is defined as the application of
ICT in government. For example, World Bank (2015)
for example, defines e-government as the use of
information technology in various government
agencies where the use of ICT can transform
government relations with society, business people
and other government agencies. E-government is
defined as a new way of government in providing
public services. In Shareef (2016), e-government is
defined as the use of ICT to provide public services.
For Sadashivam (2010), that e-government is a
strategy to improve government accountability to the
community because through the use of ICT,
efficiency and effectiveness in government can be
achieved. This efficiency and effectiveness broaden
access to government services and also to the
availability of information. As a strategy, e-
government includes new leadership styles, new ways
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of discussing and deciding public policies, new ways
to access education, new ways to listen to the voices
of the public/public and new ways to organize and
deliver information and services (Sadashivam,
2010:304). Another definition of e-government
emphasizes governance. For example, UNDESA
(2014) defines e-government as part of governance
that is carried out as a form of government interaction
with citizens (Rose, 2005) through the use of websites
and internet applications. According to Hu et al.,
(2009), e-government is one way to conduct
governance electronically where the government can
provide public services through internet portals. The
use of this internet portal can simplify and simplify
governance (governance) relations between the
government and citizens and other stakeholders. Gil-
Garcia (2012) added that e-government is a form of
e-governance which is an effort to encourage business
people, NGOs, political parties and civil society to
participate in governance.
2.2 e-Government Stages
Various stages of e-government have been identified
in the literature. Some have identified three stages
(UNPAN, 2002); four stages (The United Nations,
2012; Layne & Lee; 2001; Andersen & Henriksen,
2006); and five stages (Hiller & Belanger, 2001).
Generally, these stages are characterized by their
degrees of interactions and complexity (Fath-Allah et
al., 2014; Wirtz & Daiser, 2015) and include the use
of websites to provide information, to conduct
transactions, and to promote participation (Olszak &
Ziemba, 2011; Almuftah, Weerakkody & Sivarajah,
2016; Perkov, Panjkota & Volić, 2017). In this study,
the maturity model of e-government used is the five-
stage model of e-government recognized by the
United Nations, namely: (1) presence; (2) enhanced
presence; (3) interactive presence; (4) transactional
presence; (5) fully integrated presence. This model
was chosen because it was formulated based on
observations of e-government in 193 countries
(Almuftah, Weerakkody & Sivarajah, 2016: 72). Its
use is also appropriate because it identifies the
sequential steps taken by (local) governments in
implementing e-government, ranging from the
immature to the mature, similar to the maturity model
of e-government used and popularized by Layne and
Lee (2001).
Presence. This stage marks the earliest emergence
of e-government, web presence, in which local
governments have official websites that they use to
convey information regarding government services
and distribute documents that may be downloaded by
the public. Generally, the information on these
websites includes office service hours, addresses, and
telephone numbers, as well as a few Frequently
Asked Questions (FAQs). As such, the information is
limited, basic, and static. At this stage, there are no
interactions or participation (Adu, Patrick, Park, &
Adjeid, 2018:88).
Enhanced Presence. This stage is marked by the
presence of specific information on government
websites, which is updated periodically. Online
services are also improved with the inclusion of
databases and other sources of information, which
may be downloaded by the public as necessary.
Interactive Presence. In this stage, government
website users can interact with government
institutions through their websites. E-government at
this stage is marked by interactions with website
users, as well as the provision of various forms and
applications for the purpose of taxation, license
renewal, etc. Government websites also include audio
and video facilities, enabling them to better interest
website users.
Transactional Presence. As a continuation of
previous interactive services, in this stage the
government begins providing two-way transactional
interactions, which may include payment of taxes,
applications for identity cards and passports, an
extension of licenses, etc. For these transactions,
website users may use credit cards, debit cards or
bank transfers.
Fully Integrated Presence. If a government has
reached this level, it provides all services and
information through a central portal. This stage, thus,
requires an integrated network of public institutions
that provides users with information, knowledge, and
services.
2.3 e-Government Types and
Characteristics
The government as an organization has a variety of
stakeholders, namely citizens as consumers (C),
business actors (B), and employees in government
organizations (E). As such, in the e-government
framework, interactions of government with
stakeholders are grouped into four: Government to
Citizen (G2C); Government to Employee (G2E);
Government to Government (G2G); and Government
to Business (G2B) (Wirtz & Daiser, 2015; Driss &
Moulin, 2014; Signh et-al, 2010; Haque et al, 2013;).
G2C and G2E are a form of internal government
interaction with individuals and government
employees, while G2B and G2G are government
interactions with organizations, where in G2B, the
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289

government interacts with external government
organizations.
Government to Citizen (G2C).
In this type, e-government is carried out to improve
and facilitate interaction between government and
citizens in a virtual way through portals that generally
provide information and government services - G2C
is seen as the main goal of e-government (Driss &
Moulin, 2014). In government organizations,
community members are consumers and the
government is the producer that provides public
services. With this portal, citizens can get information
about public services that are much faster in real time.
Aside from being a media that presents information
about existing public services, through government
portals, citizens can also be involved in the public
policy making process (Driss & Moulin, 2014).
Government to Government (G2G).
This type shows the interaction between government
departments or institutions that are carried out online
with the aim of creating comfortable and transparent
public services. The aim of G2G is to create
cooperation and collaboration between the
government and other public sector institutions
(Wirtz & Daiser, 2015: 1). In addition, G2G also aims
to create standardized processes between existing
government institutions, using ICT, these
government institutions can accelerate the
communication process between them. Government
organizations consist of related government
departments or institutions. These organizations
require exchange or sharing of information (sharing
information), especially different information (Gil-
Garcia, 2012). By using ICT, the government can
facilitate interaction between departments more
efficiently and exchange information. This exchange
of information can be carried out between institutions
that are of different authority and hierarchical levels
in law and policy (Fang, 2002). Interaction between
government institutions through the use of ICT such
as this can facilitate information exchange,
coordination and collaboration of government
agencies or departments so as to reduce redundancy
or overlapping work (Signh, Pathak, Raghuvar, &
Naz, 2010).
Government to Business (G2B).
This form of e-government is carried out to provide
information and services as well as interactions
between government institutions and other profit-
oriented non-governmental organizations ((Wirtz &
Daiser, 2015: 1). E-government is also carried out to
facilitate government interaction with one of the
stakeholders, namely business people, through G2B,
the government with the private sector or business
people can interact online. This online interaction can
encourage efficiency because both the government
and business people can reduce transaction costs. For
the private sector, the presence of G2B can simplify
the process of business law such as licensing, and
other legal aspects. In terms of business people, the
existence of e-government can encourage the
achievement of a country's economic
competitiveness. This occurs because through e-
government, the government can provide unrestricted
online public services and can also encourage the
government to create efficiency and effectiveness so
t there is cost minimization in the public sector (Wirtz
& Daiser, 2015: 1).
Government to Employee (G2E).
G2E is a way in which the government interacts
online with government employees. According to
Wirtz and Daise (2015: 1), G2E is a form of
digitalization of relations between public sector
institutions and employees who work at these
institutions and also digitize relations with non-
governmental contractors. The purpose of this
interaction is to strengthen government organizations
so that they can provide faster public services.
Organizations can be strengthened by the exchange of
information related to government employees such as
employment, performance, and career management
(Fang, 2002). This interaction can facilitate both the
government and government employees to know
various aspects of responsibility and rights, legal
aspects related to rights and responsibilities. In
addition, this online interaction will also simplify the
work administration process.
3 OBJECTIVES AND RESEARCH
APPROACH
The implementation of e-government by almost all of
Indonesia's provincial governments must be
accompanied by an evaluation of said
implementation. As such, this study is intended to
understand and evaluate the implementation of e-
government at the provincial level in Indonesia. This
study has been written using an exploratory approach,
which is intended to produce an understanding of new
insight into a phenomenon (Yin, 2016). This
exploratory approach will produce a description and
knowledge of a specific phenomenon (Creswell,
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2007; Rubin & Babbie, 2011) on e-government
implementation at the local level in Indonesia.
Analysis has been written based on a review of the
secondary literature and content evaluation of the
websites of Indonesia's 34 provincial governments.
Literature review in this study is an academic
approach intended to present logical arguments based
on an in-depth understanding of the topic being
researched. After relevant literature is obtained,
structured content analysis is conducted. As such, this
study is based on a systematic literature review of
scholarly articles on e-government. This content
evaluation will refer to the stages of e-government
identified by the United Nations, as quoted by
Almuftah, Weerakkody, and Sivarajah (2016).
4 FINDINGS AND DISCUSSION
4.1 e-Government Coverage
This study has found that all of Indonesia's 34
provinces have official websites. Of these 34
provincial government websites, only 3 could not be
accessed during the research period, representing 9%
of all websites surveyed. The websites that could not
be accessed were those of West Sulawesi, East Nusa
Tenggara, and West Papua Barat. The Jambi
provincial website, as returned by Google search, was
jambiprov.go.id; however, this website could not be
accessed, and the landing page redirected users to
http://jambiprov.go.id/v2. Similarly, Google returned
http://malutprov.go.id/ as the website of the province
of North Maluku; however, it was not active when
accessed. Further investigation indicated that the
official website of the Province of North Maluku was
http://mediacenter.malutprov.go.id/utama/. The West
Sulawesi government's website, http://sulbarprov.go.
id/index.php/blog/sulawesi-barat, could not be
accessed, returning a connection timeout error.
Likewise, according to a Google search, the East
Nusa Tenggara government's official website was
located at http://nttprov.go.id; when this website was
accessed, the user was redirected to
http://nttprov.go.id/ntt2016/, but this website could
not be accessed because it was under construction.
Another eastern Indonesian province had an official
website according to Google
(http://papuabaratprov.go.id/), but this website could
not be accessed, and no information regarding the
reason for this was provided. All of the provinces
whose official websites could not be accessed are
located in eastern Indonesia.
4.2 Clusters of e-Government Adoption
Levels across Provinces
All of the 31 government websites that could be
accessed can be identified as having at least reached
the presence stage, as they fulfil basic criteria for e-
government (i.e. emergence or simple presence). All
provincial government websites include information
on recent activities, office hours, job opportunities,
information for tourists, and statistics. The websites
also provide basic public information that helps users
contact the provincial government and its
institutions,—including office addresses, email
addresses and contact information/staff. This
information is supported by public documents or
general information regarding provincial programs.
According to Layne and Lee (2001), such websites
may be understood as catalogues. Almost all of the
information included is static, not being renewed or
updated, and thus best categorized as web presence
(Adu et al., 2018). Government websites still in the
web presence stage include, for example, that of
North Kalimantan (https://kaltaraprov.go.id/), which
only includes basic information and an announcement
of a 2018 program measuring civil servants'
competence.
Some of the provincial government are in more
enhanced presence. A total of 22 (70%) provincial
government websites have reached this stage.
Generally, these websites still appear technologically
simple. Almost all of the provincial government
websites that remain in the enhanced presence stage
provide information that meets the standards for
enhanced presence, but do not provide two-way
interactions between stakeholders and the provincial
government or its institutions. One such website is
that of Gorontalo, which remains in the enhanced
presence stage because, aside from providing a basic
e-government platform, it also includes public
information that may be freely downloaded—this is
currently limited to transparency documents
regarding the provincial budget and government
performance.
Several Indonesian provincial governments have
implemented interactive e-government, as marked by
the availability of dynamic and periodically updated
information and documents (Neamtu, Zait & Nichfor,
2018). Analysis of provincial government websites
that may be categorized as interactive indicates that
interactions occur between the government and
public (government and citizen interaction), between
the government and business sector (government and
business interaction), and between government
institutions (government and government
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291

interaction). Provincial government websites in this
stage exhibit a medium level of sophistication in their
technical elements and components. In addition, most
websites in this stage provides downloadable forms;
online forms that can be filled, printed, and submitted
to the provincial government; services for
communicating with government employees; links to
other government websites; search feature; online
question/comment/feedback services, answers to
online questions/comments/feedback, and
information request services.
These websites, aside from providing
information, also include two-way access, allowing
users to download documents related to government
services, which are periodically updated and thereby
dynamic. One example is the website of the Special
Administrative Region of Aceh, which includes
documentation of its development efforts over the
past four years as well as guidelines for completing
and submitting reregistration forms, environmental
impact analysis forms, forestry concession
reregistration forms, agricultural concession
reregistration forms, and mining concession
reregistration forms. Another example is Banten,
which has an e-government portal called the Banten
Smart Province (BSP). This portal includes 23 links
to public service applications, almost all of which are
informative in nature, as well as information on the
provincial government's interactions with
stakeholders; this latter element is not yet interactive,
as users are only able to access information. Another
example is the website of the Bengkulu provincial
government, which includes 234 types of permits that
may be filed online; individuals/organizations that
have filed for permits may check the status of their
applications, as well as learn about special permits for
investment.
Three provincial government websites are in the
interactive stage, namely Kepulauan Riau, Maluku,
and North Maluku. Website of Kepulauan Riau
remains in the interactive stage as it lacks a means of
making permits online. Although services are
available to government employees (including e-
planning), these services cannot be accessed;
information is simply conveyed to employees, or
links are provided. A total of seven (about 23%)
provincial government websites may be classified as
“more advanced transactional stage”, albeit still
primary as they only include one type of financial
transaction. These provinces are West Java, Central
Java, Jakarta, Banten, Bali, East Java, and
Yogyakarta (see Table 1).
Through their websites, these provincial
governments conduct financial transactions such as
paying taxes, paying other charges; they also offer
non-financial transactions such as job openings and
applications. For example, the West Java government
website includes links to 13 other provincial
government websites, 12 central government
websites, 51 websites of West Java government
offices, and 26 websites of West Java regencies/cities.
Provincial government stakeholders may request
information and file complaints; however, there is no
real-time, two-way direct communication. This
website also provides up-to-date information on
events in West Java. Meanwhile, East Java province’s
website is relatively complex and sophisticated, with
a more interactive design. As an example of
interactions, it provides residents with the ability to
pay their vehicle taxes (Pajak Kendaraan
Bermotor/PKB) through the e-samsat portal e-samsat
(https://esamsat.jatimprov.go.id/). Yogyakarta
province, which may be categorized as an enhanced
presence, provides comprehensive and detailed
information and public services. Yogyakarta
provincial government also provides services through
six applications that can be downloaded via Google
Play: Learn Indonesian (Belajar Bahasa Indonesia),
E-Reporting Yogyakarta (E-Lapor DIY); Javanese
Script (Hanacaraka); iJogja; Special Jogja (Jogja
Istimewa); and Jogja Culture Center (Lumbung
Budaya Jogja).
Presently, only seven provinces have portals for
paying vehicle taxes online, namely West Java (e-
Samsat Jawa Barat; Sambara), Central Java (e-
Samsat; Sakpole), Jakarta (e-Samsat DKI Jakarta),
Banten, Bali, East Java, and Yogyakarta. Through
such e-samsat portals, the public may also make other
payments, including Mandatory Donations for Road
Accidents (Sumbangan Wajib Dana Kecelakaan Lalu
Lintas Jalan; SWDKLLJ), Non-Tax Government
Revenue (Penerimaan Negara Bukan Pajak; PNBP),
validation of vehicle registration forms (Surat Tanda
Nomor Kendaraan Bermotor; STNK), and transfer of
title fees. These seven provinces' use of e-samsat
portals indicates interactions between provincial
governments and the business sector (government to
business, G2B), as funds are collected through
banking institutions. In November 2018, 16 provinces
had plans to implement e-samsat
portals: Aceh, Riau,
Riau Archipelago (Kepulauan Riau), North Sumatra,
South Sumatra, West Sumatra, Bangka Belitung,
Bengkulu, Jambi, Lampung, East Kalimantan, South
Kalimantan, North Kalimantan, West Kalimantan,
Central Kalimantan, and West Nusa Tenggara. The
analysis shows that all of the provincial governments
that have implemented transactional e-government
are found in Java and Bali.
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Findings from the provincial government portals
indicate that most provincial government websites in
Indonesia have reached the transactional stage, as
almost all government websites have services for
making/registering permits online or providing
employee access; online means for paying taxes,
retributions, and other fees, however, remain limited.
Only a few websites offer an online means of
extending drivers' licenses, identity cards, and other
documents; these are the websites of Aceh, Banten,
Bengkulu, DI Yogyakarta, West Java, and Central
Java. The websites of the Bali Province and West
Papua provincial governments could not be accessed.
Meanwhile, the Maluku and North Maluku provincial
government websites do not provide online permit
services or services for employees. Analysis of the
provincial government website also suggests that all
the e-government portal of provinces has not reached
what is so called fully integrative stage.
Table 1: Summary of Provincial E-government Category
based on Its Stages.
Stages Provinces
Presence
Enhanced Presence
None
Interactive Presence
Kepulauan Riau, Maluku,
Maluku Utara
Transactional Presence
Aceh, Banten, Bengkulu,
DIYogyakarta, DKI
Jakarta, Jambi, Gorontalo,
Jawa Barat, Jawa Tengah,
Jawa Timur, Kalimantan
Barat, Kalimantan Utara,
Kalimantan Selatan,
Kalimantan Tengah,
Kalimantan Timur,
Lampung, Nusa Tenggara
Barat, Nusa Tenggara
Timur, Papua, Riau,
Sulawesi Selatan, Sulawesi
Tengah Sulawesi
Tenggara, Sumatera Barat,
Sumatera Selatan,
Sumatera Utara, Kepulauan
Bangka Belitung, Sulawesi
Barat, Sulawesi Utara
Fully Integrative Presence None
4.3 e-Government Types
As seen in figure1, provincial government websites
that provide G2G services are more common than
other types of e-government, representing 94% of all
provinces. Of Indonesia's 34 provinces, 32 offer G2G
services, as seen in their websites' links to the
websites of other provinces, organizations, and
government/public services. The second-most
common form of e-government is G2C, which is
found in 85% of (29 of 34) provincial government
websites. These websites enable members of the
public to directly convey their aspirations to the
government through message boxes, forms, chat
services, and special links. G2E services are also
common in government websites, representing 82%
of (28 of 34) provincial government websites, which
indicates online planning (e-planning, e-budgeting,
and e-monitoring) for government employees. Some
provincial government websites also provide a digital
means for employees to verify their attendance.
Provincial government websites that offer G2B
services are fewer, representing 79% (27) of
provincial governments. Although this is a smaller
percentage than G2G, G2C, and G2E, it is still high.
This indicates that almost all provincial websites also
provide businesses with electronic means of handling
their permits and other needs. Based on this data, it
may be concluded that Indonesian provincial
governments' websites are entirely developed and
technologically advanced, as many have begun
providing G2G, G2C, G2B, and G2E services; many
websites provide all four services, as seen in Aceh, DI
Yogyakarta, Jambi, and West Java.
Figure 1: e-Government Types Across Provinces in
Indonesia.
G2G refers to the interactions between
government departments and institutions that are
conducted online with the intent of providing
transparent and positive public services, easing the
exchange of information, collaboration, and
coordination between institutions, and reducing
redundancy. Using this definition of G2G and the data
collected from the official websites of Indonesia's
provincial governments, it may be concluded that 32
provincial websites provide G2G access, as they have
links that connect the provincial governments'
websites with the websites of other government
94%
79%
85%
82%
G2G G2B G2C G2E
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293

entities, including city/regency governments as well
as government institutions and partners such as the
Network of National Legal Documents and
Information, the Ministry of Communications and
Information Technology, and Information and
Documentation Management Officers. Two
provincial websites lacked G2G systems, namely Bali
and West Papua; this can be attributed to neither
website being readily accessible.
In general, provincial websites' provision of G2G
services, primarily links to other government
websites through the logos of provincial governments
or other institutions, which may be clicked upon to
access the desired website. Other provincial
government websites connect to other provincial and
organizational websites through a list of links. G2C
is a type of e-government intended to improve and
facilitate virtual interactions between the government
and its citizens through portals that generally provide
information and government services. One indicator
that may be used to determine whether a provincial
website has adopted G2C is the availability of a
digital means for the public to provide
feedback/complaints/criticism. Using this indicator
and the data collected, it was found that 29 provinces
had implemented G2C e-government. Some
provinces offered such services on their own
websites, while others have only provided links to
other websites that are dedicated to handling public
feedback. The websites of the two provinces could
not be accessed, namely Bali and West Papua.
Meanwhile, four provinces lacked such services on
their websites, namely Banten, Lampung, West
Sulawesi, and Central Sulawesi. For the G2C
category, most of the provincial governments'
websites in Indonesia have adopted G2C by providing
services that connect citizens with the government
and enable them to provide feedback. In providing
such services, some websites offer links to other
websites, some offer forms or boxes where citizens
can submit their feedback, some offer live chat
services, and some only work with lapor.go.id, simply
providing a link to this service to enable public
feedback.
As discussed, G2B is a form of e-government in
which information and services are provided to ease
the interactions of government institutions and profit-
oriented non-governmental organizations. One
indicator of websites having G2B services is the
provision of means for making or registering business
permits online. In general, G2B services are presented
on provincial government websites by detailing the
procedures for making permits online, beginning with
the requirement to register. Various forms of business
permit services are provided, including permits for
employing foreign workers, permits for merging
enterprises, permits for establishing industrial areas,
etc. On provincial government websites, businesses
can also track the status of their permits. However,
some provincial websites do not maximally provide
services, and only allow users to download necessary
documents, forms, and guidelines. The collected data
indicated that, of the 34 provincial governments in
Indonesia, only 27 have websites that offer G2B
services. Of these 27 websites, only 23 allow permits
to be filed online; the remaining four—East Java,
West Kalimantan, Central Kalimantan, and Central
Sulawesi—only provide the letters, forms, and
requirements necessary for obtaining a permit offline.
Provinces that lack such services are Bangka Belitung
Archipelago, Riau Archipelago, Maluku, and West
Sulawesi. Meanwhile, the websites for Bali, North
Maluku, and West Papua could not be accessed.
G2E is a type of e-government that enables
governments to interact online with their employees,
with the intent of easing both the government and its
employees by simplifying the administrative process,
exchange of information between organizations, and
provision of rapid public services. One indicator that
may be used to determine whether a provincial
website provides G2E services is the provision of
online and shared planning facilities.
Most provincial government websites offer
government to employee services that can be readily
accessed. Accessing such services requires an email
address or username/password, as these services are
not intended for the general public. Based on this
indicator and data collected, it can be concluded that
27 provinces have implemented G2E e-government
through their websites; these may include e-planning,
e-budgeting, and e-monitoring, or digital means of
employees verifying their attendance. At the time of
data collection, three provinces lacked such e-
government services on their websites, namely
Central Sulawesi, Maluku, and North Sumatra. As
mentioned earlier, the websites for three other
provinces—Bali, North Maluku, and West Papua—
could not be accessed. Meanwhile, although the
websites for North Sulawesi and the Riau
Archipelago offered such services, they could not be
readily accessed. Similarly, G2E services on the
Gorontalo government website are limited, as the
website only offers information about the
government's plans, and does not involve employees
in the planning process.
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Table 2: Summary of E-government Types within
Provinces.
G2G G2B G2C G2E
Aceh;
Lampung;
Banten;
Bengkulu;
DIY; DKI
Jakarta;
Gorontalo;
Jambi; Jawa
Barat; Jawa
Tengah;
Jawa Timur;
Kalimantan
Barat;
Kalimantan
Selatan;
Kalimantan
Tengah;
Kalimantan
Timur;
Kepulauan
Bangka
Belitung;
Kepulauan
Riau;
Kalimantan
Utara;
Maluku;
Maluku
Utara; Nusa
Tenggara
Barat; Nusa
Tenggara
Timur;
Papua; Riau;
Sulawesi
Barat;
Sulawesi
Selatan;
Sulawesi
Tengah;
Sulawesi
Tenggara;
Sulawesi
Utara;
Sumatera
Barat
Aceh;
Banten;
Bengkulu;
DIY; DKI
Jakarta;
Gorontalo;
Jambi; Jawa
Barat; Jawa
Tengah;
Jawa Timur;
Kalimantan
Barat;
Kalimantan
Selatan;
Kalimantan
Tengah;
Kalimantan
Timur;
Kalimantan
Utara;
Lampung;
Nusa
Tenggara
Barat; Nusa
Tenggara
Timur
(online);
Papua
(online);
Riau
(online);
Sulawesi
Selatan;
Sulawesi
Tengah;
Sulawesi
Tenggara;
Sulawesi
Utara;
Sumatera
Barat;
Sumatera
Selatan;
Sumatera
Utara
Aceh;
Bengkulu; DI
Yogyakarta;
DKI Jakarta;
Gorontalo;
Jambi; Jawa
Barat; Jawa
Tengah; Jawa
Timur;
Kalimantan
Barat;
Kalimantan
Selatan;
Kalimantan
Tengah;
Kalimantan
Timur;
Kalimantan
Utara;
Kepulauan
Bangka
Belitung;
Kepulauan
Riau;
Maluku;
Maluku
Utara; Nusa
Tenggara
Barat; Nusa
Tenggara
Timur;
Papua; Riau;
Sulawesi
Selatan;
Sulawesi
Tenggara;
Sulawesi
Utara;
Sumatera
Barat;
Sumatera
Selatan;
Sumatera
Utara;
Kalimantan
Utara
Aceh;
Banten;
Bengkulu;
DIY; DKI
Jakarta;
Gorontalo;
Jambi; Jawa
Barat; Jawa
Tengah;
Jawa Timur;
Kalimantan
Barat;
Kalimantan
Selatan;
Kalimantan
Tengah;
Kalimantan
Timur;
Kalimantan
Utara;
Kepulauan
Bangka;
Belitung;
Lampung;
Nusa
Tenggara
Barat; Nusa
Tenggara
Timur;
Papua; Riau;
Sulawesi
Barat;
Sulawesi
Selatan;
Sulawesi
Tenggara;
Sulawesi
Utara (not
accesible
properly);
Sumatera
Barat;
Sumatera
Selatan (not
accesible);
Kepulauan
Riau
5 CONCLUSIONS
This study contributes to the discussion of e-
government maturity model by analysing the current
situation of 34 provincial governments websites
across Indonesia. It adopts the United Nations four
stages-of-maturity model for e-government to
examine the e-government stage in by the provincial
government in Indonesia. Throughout this study, 34
websites for Indonesia's provincial governments are
analyzed and empirically categorized into four groups
based on the maturity of their e-government model:
presence, interaction, transaction, and transformation.
For this study, 34 websites for Indonesia's provincial
governments are analyzed and empirically
categorized into four groups based on the maturity of
their e-government model: presence, interaction,
transaction, and transformation. In an analysis, the
types of e-government available in these provincial
governments' websites are grouped into four
categories: G2G; G2B; G2C and G2E. The analysis
shows that 32 of Indonesia's provincial governments
have online portals. Some 94% of provincial
governments provide G2G services, 79% provide
G2B services, 85% provide G2C services, and 82%
provide G2E services. In terms of maturity, it was
found that the majority of provincial government
websites are in the transactional stage
ACKNOWLEDGEMENTS
The author acknowledges partial research fund of
2017 from the Master of Business Administration
Program, Faculty of Business Administration and
Communication Science, Atma Jaya Catholic
University of Indonesia.
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