Digital Governance and Public Policy Effectiveness: The Mediating Role of Citizen Engagement in Improving Public Service Quality

Reynilda Reynilda; Haudi Haudi; Muhammad Fazil; Tomi Apra Santosa; Hadion Wijoyo

doi:10.69875/djosse.v3i2.609

Authors

Reynilda Reynilda ITB Nobel Indonesia
Haudi Haudi Sekolah Tinggi Agama Buddha Dharma Widya
Muhammad Fazil Universitas Malikussaleh
Tomi Apra Santosa Akademi Teknik Adikarya
Hadion Wijoyo STMIK Dharmapala Riau

DOI:

https://doi.org/10.69875/djosse.v3i2.609

Keywords:

Digital Governance, Public Policy Effectiveness, Citizen Engagement, Public Service Quality, Digital Transformation

Abstract

The rapid transformation of digital technologies has fundamentally reshaped public governance by creating new opportunities for governments to enhance policy effectiveness, citizen participation, and public service quality. Nevertheless, the implementation of digital governance does not automatically produce effective public policies, particularly when technological innovation is not accompanied by meaningful citizen engagement. This study aims to explore how digital governance contributes to public policy effectiveness and to examine the mediating role of citizen engagement in improving public service quality. Employing a qualitative research design with a case-study approach, data are collected through semi-structured interviews, observation, and document analysis involving government officials, public service providers, policy stakeholders, and citizens who use digital public services. Participants are selected purposively based on their knowledge and experience of digital governance and public service delivery. Data are analyzed thematically through systematic processes of data coding, categorization, theme development, interpretation, and triangulation.This study concludes that digital governance constitutes not merely a technological modernization of public administration but a fundamental transformation of institutional processes, government–citizen relationships, and mechanisms of public value creation. The findings demonstrate that the digitalization of administrative processes, integration of government information systems, data-driven decision-making, and expansion of digital public services contribute to greater accessibility, transparency, responsiveness, and efficiency in public governance. More importantly, digital platforms create new spaces for e-participation, online consultation, digital complaints, crowdsourcing, co-creation, and continuous citizen feedback, thereby transforming citizens from passive recipients of services into active participants in governance.

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