Utilizing Artificial Intelligence to Optimize Public Services: A Case Study in Regional Government
DOI:
https://doi.org/10.62872/05hdgw13Keywords:
Artificial Intelligence, Public Services, Regional Government, Digital GovernanceAbstract
This study aims to analyze the use of Artificial Intelligence (AI) to optimize public services in local governments, while identifying challenges and opportunities for its implementation. The research method used is a qualitative case study approach, through in-depth interviews, observations, and documentation analysis. The results show that the application of AI through service chatbots, digital queuing systems, and population data analysis can improve bureaucratic efficiency, reduce public waiting times, and increase public satisfaction. However, AI implementation still faces challenges such as limited infrastructure, lack of human resource competency, resistance from some employees, and public doubts about data security. This study confirms that the success of AI adoption in local governments is determined not only by technological readiness, but also by data protection policies, change management, and increasing public digital literacy.
Downloads
References
Afriansyah, D., & Torrido, A. (2024). POLRI SEBAGAI GARDA TERDEPAN DALAM PENEGAKAN HUKUM KORUPSI DIGITAL DI ERA TRANSFORMASI TEKNOLOGI. The Juris, 8(2), 491–500. https://doi.org/10.56301/juris.v8i2.1372
Atmaja, S. (2024). Pemanfaatan Artificial Intelligence (AI) Dalam Transformasi Digital Untuk Pelayanan Publik. Jurnal Manajemen Dan Bisnis, 6(1), 9–21. https://doi.org/10.47080/jmb.v6i1.3233
Aurellia, A., Athifa, C. N., & Amrozi, Y. (2025). Transformasi Digital yang Adil: Peran Manajemen Risiko dalam Mengurangi Ketimpangan Digital. Nusantara Computer and Design Review, 3(1), 54–63. https://doi.org/10.55732/ncdr.v3i1.1654
Criado, J. I., & Gil-Garcia, J. R. (2019). Creating public value through smart technologies and strategies: From digital services to artificial intelligence and beyond. International Journal of Public Sector Management, 32(5), 438–450. https://doi.org/10.1108/IJPSM-07-2019-0178
Elvia, V., Adnan, M. F., & Khaidir, A. (2025). “Peran Teknologi dalam Mewujudkan Good Governance: Perspektif Teori Administrasi Publik”. Journal of Practice Learning and Educational Development, 5(1), 199–206. https://doi.org/10.58737/jpled.v5i1.400
Errida, A., & Lotfi, B. (2021). The determinants of organizational change management success: Literature review and case study. International Journal of Engineering Business Management, 13, 18479790211016273. https://doi.org/10.1177/18479790211016273
Habibani, R. A., & Frinaldi, A. (2025). INOVASI BUDAYA ORGANISASI PUBLIK DALAM ERA DIGITAL: PELUANG DAN STRATEGI IMPLEMENTASI. SOCIAL : Jurnal Inovasi Pendidikan IPS, 5(2), 407–421. https://doi.org/10.51878/social.v5i2.5365
Hilabi, S. S., Savina, S., & Khairunisa, S. (2025). Pemanfaatan Data Analitik dalam Big Data: Studi Kasus Implementasi di Pemerintahan. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi), 12(1). https://doi.org/10.35957/jatisi.v12i1.10916
Hoang, T. V. (2024). Impact of Integrated Artificial Intelligence and Internet of Things Technologies on Smart City Transformation. Journal of Technical Education Science, 19(1), 64–73. https://doi.org/10.54644/jte.2024.1532
Izzati, N. F., & Batubara, A. K. (2025). Literasi Digital Masyarakat Pedesaan: Studi di Desa Tanah Tinggi Kabupaten Batubara. Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora, 11(2), 455–465. https://doi.org/10.37567/alwatzikhoebillah.v11i2.3885
Kamaluddin, S., Pongtuluran, R., & Juli, L. (2024). Revolusi Birokrasi di Papua: Menghadirkan Pelayanan Publik Prima di Tengah Keterbatasan Infrastruktur. Indonesian Journal of Intellectual Publication, 5(1), 27–37. https://doi.org/10.51577/ijipublication.v5i1.581
Komarudin, D., Candra, E., & Nurdin, I. (2024). Dinamika Kebijakan Publik dan Inovasi Kecerdasan Buatan di Indonesia Tahun 2020-2024. Arus Jurnal Sosial Dan Humaniora, 4(3), 1793–1803. https://doi.org/10.57250/ajsh.v4i3.758
Kumar, A., Batra, N., Mudgal, A., & Yadav, A. L. (2024). Navigating Urban Mobility: A Review of AI-Driven Traffic Flow Management in Smart Cities. 2024 11th International Conference on Reliability, Infocom Technologies and Optimization (Trends and Future Directions) (ICRITO), 1–5. https://doi.org/10.1109/ICRITO61523.2024.10522206
Muharram, M., Yohanis, Y., & Galib, M. (2025). Tantangan Dan Strategi Pengembangan SDM Dalam Menghadapi Transformasi AI Di Lingkungan Kerja: Studi Kualitatif Pada Sektor Perbankan. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(1), 884–889. https://doi.org/10.31004/riggs.v4i1.1007
Newman, J., Mintrom, M., & O’Neill, D. (2022). Digital technologies, artificial intelligence, and bureaucratic transformation. Futures, 136, 102886. https://doi.org/10.1016/j.futures.2021.102886
Nurhamzah, F., & Erina Darni, I. (2025). Transformasi Manajemen Publik Berkelanjutan di Kabupaten Purbalingga. Journal of Comprehensive Science (JCS), 4(1), 366–377. https://doi.org/10.59188/jcs.v4i1.2987
Nzobonimpa, S. (2023). Artificial intelligence, task complexity and uncertainty: Analyzing the advantages and disadvantages of using algorithms in public service delivery under public administration theories. Digital Transformation and Society, 2(3), 219–234. https://doi.org/10.1108/DTS-03-2023-0018
Prahara, S., Ngabito, F. M., & Tahili, A. (2024). Optimasi Transformasi Birokrasi Dalam Meningkatkan Service Ecosystem di Wilayah 3T (Tertinggal, Terluar, Terdepan): Optimizing Bureaucratic Transformation in Improving Service Ecosystem in 3T Areas (Disadvantaged, Outermost, Frontier). Journal of Technopreneurship on Economics and Business Review, 6(1), 1–9. https://doi.org/10.37195/jtebr.v6i1.184
Purwono, A. Y. (2025). Implementasi Artificial Intelligence pada Praktik Sistem Aplikasi Keuangan Tingkat Instansi (SAKTI). EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi, 4(3), 5160–5169. https://doi.org/10.56799/ekoma.v4i3.6903
Rifa’i, Y. (2023). Analisis Metodologi Penelitian Kulitatif dalam Pengumpulan Data di Penelitian Ilmiah pada Penyusunan Mini Riset. Cendekia Inovatif Dan Berbudaya, 1(1), 31–37. https://doi.org/10.59996/cendib.v1i1.155
Rohman, R. S., Erni Ermawati, Oktapiani, R., & Firmansah, D. A. (2024). Training on the Use of AI File Manipulation Technology to Support Effective Performance at the Warudoyong Sukabumi District Office. Jurnal Abdimas Teknologi Informatika Dan Komputer, 1(1), 32–41. https://doi.org/10.31294/jatik.v1i1.3158
Safriatullah, S., Auliadi, R., Amrullah, A., Nurmalawati, N., & Jais, M. (2025). Tantangan Implementasi AI di Perbankan Syariah: Perspektif Regulasi dan Etika. Jurnal Ilmiah Guru Madrasah, 4(1), 34–51. https://doi.org/10.69548/jigm.v4i1.40
Simanjuntak, W., Subagyo, A., & Sufianto, D. (2024). PERAN PEMERINTAH DALAM IMPLEMENTASI ARTIFICIAL INTELLIGENCE (AI) DI KEMENTERIAN KOMUNIKASI DAN INFORMATIKA REPUBLIK INDONESIA (KEMENKOMINFO RI). Journal of Social and Economics Research, 6(1), 1–15. https://doi.org/10.54783/jser.v6i1.332
Waita, B. C., Yiswi, T. A., & Kristiahadi, A. (2025). Dampak Artificial Intelligence (Ai) Terhadap Pendidikan Di Indonesia. Jurnal Pendidikan Indonesia, 6(7), 3112–3121. https://doi.org/10.59141/japendi.v6i7.8433
Yuli Santri Isma, Depita Kardiati, Muslem Muslem, Sarrah Kurnia Fadhillah, Jamiati Kn, Fitria Akmal, & Syarifah Chairunnisak. (2025). Transformasi Digital Sebagai Instrumen untuk Memperluas Aksesibilitas Layanan Publik. JOURNAL OF ADMINISTRATIVE AND SOCIAL SCIENCE, 6(2), 66–77. https://doi.org/10.55606/jass.v6i2.1891
Downloads
Additional Files
Published
Issue
Section
License
Copyright (c) 2025 Isra Muksin, Mansyur Djamal (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
