The Strategic Role of the Regional Secretary in Realizing Excellent Digital Services Based on Public Value in Population Administration Services

Abstract

Digital transformation has become a strategic priority for improving public service quality and strengthening good governance within local governments. This study aims to analyze the strategic role of the Regional Secretary in realizing excellent digital services based on public value in population administration services. A qualitative descriptive approach was employed to obtain an in-depth understanding of leadership practices, digital governance, and service implementation. Primary data were collected through semi-structured interviews and direct observations involving the Regional Secretary, the Head of the Population and Civil Registration Office, service managers, front-office officers, and community members, while secondary data were obtained from official documents and relevant literature. The findings reveal that the Regional Secretary performs strategic functions by coordinating cross-sector policies, strengthening digital governance, facilitating resource allocation, promoting employee competency development, and ensuring the implementation of the Electronic-Based Government System (SPBE). The implementation of excellent digital services has significantly improved accessibility, responsiveness, reliability, transparency, and citizen satisfaction while generating public value through increased public trust, administrative efficiency, and simplified service procedures. However, challenges remain, including unequal digital infrastructure, limited digital literacy, system interruptions, and shortages of digitally competent personnel. The study concludes that sustainable excellent digital services require integrated leadership, collaborative governance, continuous organizational capacity building, and citizen-centered digital innovation to maximize public value creation and improve the quality of population administration services.