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

Abstrak

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 eoffice. 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.