The Importance of Improving the Quality of Civil Servants to Implement E-Government Service Delivery in Industrial Era 4.0: A Case Study Approach of Government Institutions in Jakarta

Abstract

This study aims at answering the questions on how the readiness of civil servant is in facing of the Industrial Revolution 4.0 and what the government‟s efforts to improve the quality of civil servants in order to run EService delivery in the Industrial Era 4.0.This study employed a case study approach of a qualitative research design. The participants for in depth interview consists of 15 people namely civil servants from 3 government institutions in Jakarta to gain information about the implementation of EService delivery and the barriers that they faced, Human Resources Managers to dig deeper their perspectives on the readiness of the institutions and civil servants to face the IR 4.0. Finally, the interviews were also conducted to IT specialists of 3 institutions to gain information on their perspectives towards the digital competencies of the civil servants. The research proves that the government institutions in Jakarta still found barriers in implementing the E-Service delivery, even though Indonesia has established a regulation since 2003. The obstacles were caused by the limited knowledge and skills on technology of the staff which was not followed by effective training management and supervision. For further study, the researcher recommends to conduct E-Service delivery policy research which is analyzed from different approach.