THE IMPLEMENTATION of e-GOVERNMENT IN PUBLIC SERVICES BUREAUCRACY: CHANGE; CHALLENGES; AND STRATEGY

Purpose. The purpose of this research is to examine the experience and learning of local level government during the implementation of e-government as an instrument in the design and delivery of public services. This examination will explore: 1) e-government implementation in local government, 2) service bureaucracy and e-government, 3) challenges 4) development strategy. Design. The research methodology used is a qualitative method containing data gathered on participation, observation, and in-depth interviews with both local government employees and e-government operators. The data will enrich by benchmarking activities conducted on the successful region to implement future e-government programs. The analysis method is content analysis which aims to convey recommendations to decision makers in local government. Findings. The physical infrastructure required to activate e-government is not the key success factor in implementing program. The key factors of success factors are: 1) e-government organization alignment, 2) conflict management between institutions 3) top management enforcement. These factors should be complemented with three general factors: community, content, and connection. In order to accelerate e-government function in this paper proposes a simple strategy, namely, the incremental strategy. Practical implication. This research will help local governments understand real and current problems in implementing an e-government program directed by the central government and to be used in service delivery. Key words: e-government, bureaucracy, ULGTF, local governmen