The Paradox of E-Office Adoption in Indonesian Public Service with 24.000 Apps: Innovation or Prestige?

Nadia Safira, Haris Hanan

Abstract


This study examines the adoption process of e-office systems in Indonesian government agencies, driven by the ZI WBK/WBBM competition aimed at promoting corruption-free bureaucratic areas. The research reveals that during the confirmation stage of e-office implementation, the focus shifted from assessing true innovation to merely obtaining the WBK/WBBM designation. This emphasis on the title undermines the core goal of e-office—improving public service delivery through e-governance. The study identifies five key stages in the adoption process: knowledge acquisition, persuasion, decision-making, implementation, and confirmation. It suggests that stakeholders may prioritize the incentive of the ZI title over a deeper understanding of the technology’s benefits. Additionally, conflicting regulations present challenges that hinder successful implementation. The study concludes that a revised approach is needed, one that prioritizes user experience, public service improvement, and the core functionalities of the e-office. By focusing on these elements, stakeholders can ensure the system enhances government transparency and efficiency. This qualitative research uses case-based analysis, drawing on interviews with government employees and IT personnel involved in the ZI WBK/WBBM implementation.

Keywords


adoption; innovation; application; ZI WBK/WBBM; Case Base Analysis, Bureaucratic Reform, public service delivery

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DOI: http://dx.doi.org/10.12962/j24433527.v17i2.20544

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