Capacity Building for Local Government Apparatus in Implementing Public Service Digitalization: A Study on Human Resource Development at the Public Service Mall of Lamongan Regency

Abstract

The digital transformation of public services necessitates the strengthening of local government apparatus capacity as a critical factor in the successful implementation of e-government. This study aims to analyze the capacity-building process of government personnel in the digitalization of public services in Lamongan Regency, with a particular focus on human resource development at the Public Service Mall (MPP). Employing a descriptive qualitative approach, data were collected through in-depth interviews, observations, and document analysis. The findings reveal persistent challenges in capacity building, including non-merit-based recruitment, insufficiently comprehensive training programs, and low levels of digital literacy. Despite the presence of political will and policy support, digital service system integration remains suboptimal due to sectoral egos and infrastructural limitations. The study recommends fostering a collaborative work culture, reforming recruitment and training systems based on innovation, and enhancing cross-sectoral policy synergy. These findings underscore that the digitalization of public services requires a systemic and sustainable capacity-building strategy to produce a responsive, inclusive, and adaptive bureaucracy capable of meeting evolving public needs.