Digital Public Service Communication and the Performance of Indonesia’s OSS Licensing System: Evidence from Pangkep Regency
Abstract
This study analyzes the role of digital public service communication in supporting the performance of Online Single Submission (OSS) licensing services in Pangkep Regency, Indonesia. It addresses key challenges of digital governance in developing countries, particularly those related to public understanding, user participation, and service effectiveness. A qualitative approach was employed, combining a case study design with a phenomenological perspective to explore organizational practices and user experiences in depth. Data were collected through in-depth interviews with OSS officers and licensing applicants, participatory observation of the service process, and analysis of OSS guidance documents and internal procedures. Thematic analysis was used to identify patterns and relationships between communication practices and service performance. The findings show that although the Pangkep Regency Investment and One-Stop Integrated Service Office (DPMPTSP) uses various digital channels, including official websites, social media, OSS applications, and call centers, the quality and clarity of information remain inconsistent. Technical and formalistic content creates barriers for applicants with low digital literacy. Internal coordination among administrative units also affects service consistency and speed, as unclear or inconsistent information increases procedural errors and delays in permit issuance. Effective communication strategies, such as visual guides, video tutorials, infographics, and regular coordination meetings, were found to be important factors in improving service efficiency and applicant participation. This study emphasizes that the success of digital governance depends not only on technological infrastructure but also on the quality of public communication and internal coordination. The findings contribute to the digital governance literature and provide practical recommendations for improving OSS implementation at the local government level.
Keywords: digital governance; public service communication; Online Single Submission; OSS licensing system; organizational coordination; user participation; local government; Indonesia.
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