DIGITAL-BASED PUBLIC SERVICE TRANSFORMATION THROUGH THE SIAPKERJA APPLICATION AT THE MINISTRY OF MANPOWER OF THE REPUBLIC OF INDONESIA: A FIVE-DIMENSION SERVICE QUALITY ANALYSIS

Abstract

The digital era has driven the Ministry of Manpower of the Republic of Indonesia to launch SIAPkerja (Employment Service Information and Application System) as an integrated employment service platform. This study evaluates the transformation of public services through SIAPkerja using the five dimensions of public service quality (tangibles, reliability, responsiveness, assurance, empathy) as an analytical framework. The method employed is qualitative descriptive, utilizing in-depth interviews, participatory observation, and documentation for data collection. The findings indicate that SIAPkerja improves the accessibility and responsiveness of employment services, although it still faces challenges such as limited digital infrastructure in remote areas. The implementation of SIAPkerja also supports good governance principles through data integration and regular monitoring by the Ministry. This study concludes that SIAPkerja has enhanced the quality of technology-based public services, though recommendations for improving human resource capacity and infrastructure remain essential.