The impact of digital transformation on public services governance: A quality assessment scale approach in urban municipalities

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Abstract

This study aims to measure and analyze the impact of digital transformation on the quality of public services in Southeast Asia, focusing on Singapore, Indonesia, and Thailand. Using secondary data from government reports and academic studies, the research employed NVivo software to conduct qualitative analysis and identify key themes and trends in public sector digitalization. The evaluation centred on key performance indicators (KPIs), including service efficiency, user satisfaction, transparency, and accessibility. The findings indicate that Singapore demonstrates high success in implementing digital transformation, supported by robust infrastructure, targeted regulations, and high public participation (Rönkkö & Herneoja, 2021). In contrast, Indonesia and Thailand face structural challenges, including a persistent digital divide in rural areas and limitations in human capital competencies, which inhibit the widespread and equitable adoption of digital services (Hu et al., 2022). The study underscores the importance of developing policies that strengthen digital infrastructure, enhance digital literacy, and encourage inclusive governance approaches. Moreover, it contributes to the growing discourse on public service reform in the digital era by proposing that adaptive strategies are needed to address regional disparities and institutional constraints in digital transformation across Southeast Asia.

Keywords: Impact, Digital Transformation, Public Services, Quality Rating Scale, Southeast Asia

Authors’ individual contribution: Conceptualization — A.M.; Methodology — A.M. and S.I.; Investigation — A.M. and E.H.; Resources — E.H.; Writing — Original Draft — A.M.; Writing — Review & Editing — E.H. and S.I.; Supervision — S.I.; Project Administration — E.H.; Funding Acquisition — A.M.

Declaration of conflicting interests: The Authors declare that there is no conflict of interest.

JEL Classification: H83, I28, L86, O33

Received: 26.09.2024
Revised: 03.05.2025; 07.10.2025
Accepted: 20.10.2025
Published online: 23.10.2025

How to cite this paper: Mustofa, A., Haryati, E., & Ismail, S. (2025). The impact of digital transformation on public services governance: A quality assessment scale approach in urban municipalities. Journal of Governance & Regulation, 14(4), 156–165. https://doi.org/10.22495/jgrv14i4art15