Implementation of Information and Communication Technology Innovation Policy through E-Government in Public Services

The development of information and communication technology encourages changes in community activities in various sectors. One of them is in the public service sector brought by the government through e-government. This research aims to discover how information and communication technology innovation policies are implemented through e-government in public services. The method used in this research is Systematic Literature Review (SLR) from the Google Scholar site within the year of 2012-2023. From the search results, a selection process was performed, resulting in 20 journals for analysis. The research results show that many of the current researchers are focusing on e-government, specifically regarding public services at the local government level. Interviews and observations are widely used data collection techniques. Elements that help the implementation of e-authorities offerings in public offerings are supported via way of means of a organized bureaucratic structure, making plans and a centralized and ok system. Obstacles for the implementation of e-authorities offerings in public offerings are encouraged via way of means of the exceptional of human resources, incomplete making plans, the exceptional of centers and infrastructure, and public recognition of e-authorities itself


INTRODUCTION
The 4.0 industrial era encourages information and communication technology to develop rapidly in Indonesia.Current technological developments are then utilized by the government as a means of providing information services to the public.Technology can support the implementation of government programs and be an effective means of socializing government policies in various fields.
The improvement of records and verbal exchange generation has additionally recommended adjustments in network sports in numerous sectors.This consists of the general public carrier quarter added through the authorities with the presence of a public carrier version via programs and internet browsers.Public offerings are all types of public carrier sports executed through significant authorities companies withinside the areas with a purpose to fulfil and meet the wishes of the network.One of the techniques is through the use of programs which can be extra bendy and person delight oriented.Thus, complicated bureaucracy-based services can be minimized and monitored.
Based on a survey conducted by the United Nations in 2020 with the title "Survei e-government 2020: Layanan Digital Pemerintahan dalam Rangka Aksi Pembangunan Berkelanjutan" (2020 e-government survey: Digital Government Services in the Context of Sustainable Development Action), Indonesia's standing in the field of network-based or online public services has improved.Indonesia's e-government services were ranked 107th by the UN in 2018.The UN poll then revealed that Indonesia has moved up 19 spots to 88th place in 2020.
In the E-Government Development Index (EGDI) release issued by the UN, including changes related to the Covid-19 pandemic that occurred globally, Indonesia's ranking is one level better than Iran which is in 89th place and India which is in 100th place.Monitoring of online public services by the governments of these UN member countries were conducted between July 2018 and June 2020.Monitoring was led directly by DESA Director Vicenzo Auqaro and involved hundreds of UN researchers and analysts as well as volunteers (Setiawan, 2020).
The presence of various applications supporting public services cannot be separated from the policy implementation process conducted by the government.Implementation is an important aspect of the policy process, in terms of the efforts to use certain facilities and infrastructure to achieve certain goals within a certain time series.Basically, implementation is an effort to achieve the goals determined by the plan, so that policy implementation is achieved.Following the establishment of statutory regulations that approve a program, policy, or any sort of observable or concrete result, the next step is implementation.Implementation encompasses a range of actions that adhere to the goals and outcomes of the program as stated by government representatives.(Syafiie, 2008).
One of the successes of democracy can be seen from the ability to create innovation in public services through progressive ideas, which is very dependent on the collaboration of relevant stakeholders, in this case includes the government, society and the private sector.Therefore, participatory government as one of the basic bases of democracy will only run smoothly when the policies produced receive full support from the public (Sorensen & Torfing, 2011).
A form of government management that uses a technology-based management system is usually called e-government.e-government is a service application that can improve the quality of technology and communicationbased public services to meet public demands for fast data processing and accurate information.To improve government administration's efficacy, efficiency, accountability, and transparency, e-government is required.The goal is to boost public confidence in government services, particularly with regard to the bureaucracy's reputation.
In the latter part of the 1990s, e-government was first used in public institutions towards the close of the 20th century.To ensure the integration of electronic document and information management and processing systems in developing transparent public services, e-government development in each agency must be oriented towards an architectural framework.In the Presidential Instruction No.3/2003, there are e-government strategic objectives that need to be implemented through 6 (six) strategies.These points include: a. Developing a dependable and honest carrier system, in addition to low cost to the broader community.b.Organizing a holistic control machine and paintings technique of the authorities and self sufficient local governments.c.Utilizing optimal information technology.d.Increasing the participation of the enterprise region and growing the telecommunications and records era industry.e. Developing human useful resource capability in each the authorities and self sustaining local governments, in addition to growing e-literacy of the community.f.Performing systematic development through realistic and measurable stages.
Technology is born and developed to provide comfort and improve people's quality of life.Basically, the majority of the public services of society are subjects related to the collection, processing and transmission of various information, understanding, information and methods of operation and their distribution to all members of society who need them, so the most appropriate technique is applied.informatics .However, the use of information and communication technology in Indonesia passes through four stages of e-government development: (1) preparatory stage; (2) implementation phase; (3) maturation stage and; (4) Stabilization phase.(Nugraha, 2018).

LITERATURE REVIEW
During the Covid-19 pandemic, the development of e-government through applications continues to increase due to health protocols that limit the distance between one person and another.In public services, this is important because it is a form of preventing the spread of the coronavirus.E-government seems to be an alternative for carrying out tasks well, especially in the service sector.This studies objectives to discover how authorities coverage is carried out withinside the use of statistics and communique technology, specifically packages in e-authorities in Indonesia.

METHODOLOGY
The method chosen in this research is Systematic Literature Review (SLR) which aims to identify, review, evaluate and interpret all available research (Hariyati & Sri, 2010).With this method, researchers systematically review and identify journals which in each process follow predetermined steps (Triandini et al., 2019).There are 4 stages in conducting SLR: 1) planning, 2) conducting, 3) reporting (Wahono, 2015).Planning includes Research Questions (RQ) as the initial and basic part of running an SLR.RQ is used to guide the literature search and extraction process.Data analysis and synthesis, as a result of SLR, is the answer to the RQ that we determined earlier.A excellent research question is practical, quantifiable, and focused on comprehending the most recent findings on a certain area.The RQ formulation needs to be predicated on the following five PICOC elements: 1) Population (P): The study's intended audience, 2) Intervention (I): Specifics of the study, or topics the researcher is interested in 3) Comparison (C): Elements of the study that will be contrasted with Intervention (I) 4) Outcomes (O): Impact and outcomes of Intervention (I), and 5) Context (C): Study setting and surroundings.

Research Question
At this stage, questions decided are suitable to the studies topic.The following are the studies questions on this study: 1. RQ1: What e-government services are used in public services?2. RQ2: What methods are used to collect data about the use of e-government in public services?3. RQ3: What factors support and obstruct the implementation of e-government in public services?

Search Process
This research aims to obtain sources that were in accordance with the research questions.The source search process is conducted at the page address https://scholar.google.co.id/.After the statistics is processed primarily based totally at the Search Process Inclusion and Exclusion Criteria and Quality Assessment, the statistics is analyzed and the effects will solution the formerly decided Research Question (RQ) and could talk the implementation of statistics and conversation era innovation rules thru e-authorities packages in public services.
After the statistics is processed primarily based totally at the Search Process Inclusion and Exclusion Criteria and Quality Assessment, the statistics is analyzed and the outcomes will solution the formerly decided Research Question (RQ) and could talk the implementation of statistics and conversation era innovation rules thru e-authorities programs in public services.
The results of RQ1 of e-government services used in public services are obtained from journal categories based on e-government service objects in general or specifically.E-government services are generally defined as comprehensive e-government services in Indonesia, while specific e-government services are defined as e-government services that occur in local governments, whether provincial or district.
Based on Table 3 regarding the e-government category, it shows that currently, many researchers are focusing on e-government specifically regarding public services in local government.Meanwhile, there are only 5 researchers who focus comprehensively on researching e-government in Indonesia.Specific egovernment research also shows that the results or quality of e-government implementation are different, some are good and some are bad., 3, 5, 6, 7, 8, 10, 11, 12, 13, 14, 15, 16, 17, and 18 15 The results of RQ2, the methods used to collect data about the use of egovernment in public services, show that interviews and observations are the data collection techniques that have become the most chosen technique.The interview process was conducted by researchers by selecting sources from the government, community or users, to IT experts.Reviewed from  5, 6, 7, 8, 10, 11, 13, 14, 15,16, 17, 18, and  The results of RQ3, factors that support and obstruct the implementation of e-government in public services have shown mixed results.Based on Table 5, the factors that support the implementation of electronic government services in public services are planning and a centralized and adequate system.It promotes good harmony in public services.Apart from that, the readiness of human resources in providing e-government services is also an important supporting aspect because it plays a direct role in overcoming community problems and can determine community satisfaction towards public services., 7, 13, 15, 16, 17, and 20 7 Other supporting factors are planning and a centralized and adequate system.Through planning, bureaucratic flow in public services can produce service quality that satisfies the community.With clarity in bureaucracy, employees can also work effectively and efficiently.The support of information and communication technology facilities and infrastructure certainly plays an important role in the success of e-government because it can produce a centralized system and run e-government services more optimally.4, 6, 7, 9, 18, and 20 6 Table 6 shows that low-quality human resources, inadequate planning, subpar facilities and infrastructure, and low public acceptance of e-government are the main barriers to the adoption of e-government services in public services.The current state of human resources is far from optimal for facilitating egovernment initiatives.This occurs as a result of communities' and local governments' immature degree of preparation to embrace e-government policy initiatives.This results in the community not being socialized with government policies.Aside from that, the use of subpar information and communication technology applications and devices is restricted by laws that are not quite clear.
Based on the data findings and analysis, it shows that SLR is able to reveal the implementation of information and communication technology innovation policies through e-government in public services, including the supporting and obstructing factors.This study also discovers that e-government is an information system where social and technological aspects (sociotechnology) must be managed well to avoid failure.
E-government refers to the government's use of information technology to give the people easy access to information and to promote accountability, transparency, and public participation.Eventually, this can become a way for the public to monitor and balance government policies and actions.
According to Forman, the use of digital technology to change government operations with the goal of enhancing efficacy, efficiency, and service delivery is commonly referred to as e-government.The use of information technology by government agencies to increase efficiency and transparency is referred to as "egovernment," or electronic government.It is envisaged that e-government will improve public services, boost organizational effectiveness within government agencies, and facilitate public access to information inside the government setting (Nugraha, 2018).
There are several common factors in the research that has been conducted from the 20 selected journals.An explanation of the difficulties or roadblocks in putting e-government into practice in Indonesia, such as: (1) lack of a culture of information sharing; (2) lack of a common culture of documentation; (3) lack of trustworthy human resources in the IT sector; (4) expensive and inadequate infrastructure; and (5) restricted access to information.Retnowati (2008) states that the following factors will determine whether e-government is implemented successfully: (1) what needs the people in the country or region in question currently prioritize; (2) telecommunication infrastructure; (3) the government's level of connectivity and use of IT; (4) the government's human resource readiness; (5) the availability of funds and budgets; (6) the availability of legal instruments; and (7) changes in the work paradigm and behavior of human resources within the apparatus.(Rahardjo, 2001).

CONCLUSION AND RECOMENDATIONS
In the 20 journals that have been researched, it shows that they have implemented e-government concepts.The development of information and communication technology innovation in Indonesia has increased in quantity but in terms of quality it is still not running well.Currently, many researchers are focusing on e-government, specifically regarding public services at the local government level.Interviews and observations become the widely used data collection techniques.The factors supporting the implementation of electronic official services in public services are supported by a ready bureaucratic structure, planning, centralized and adequate system.Factors complicating the implementation of e-government services in public services are the quality of human resources, poor planning, quality of facilities and infrastructure, and general acceptance of e-governance.The government should improve the infrastructure, the quality of human resources, socialization and clarify the regulations of electronic administration.

PENELITIAN LANJUTAN
This research still has related limitations so it is necessary to carry out further research on the topic of Implementation of Information and Communication Technology Innovation Policy through E-Government in Public Services in order to perfect this research and increase insight for readers.

Table 1 .
Table of Journal Source Identity

Table 2 .
Result for Quality Assessment

Table 3 .
Category of E-Government

Table 4 ,
several researchers use literature studies or literature reviews to obtain data regarding egovernment.

Table 4 .
Category of Data Collection Techniques

Table 5 .
Category of Supporting Factors of e-government

Table 6 .
Category of Obstructing Factors of e-government