Challenges and policy constraints in the implementation of electronic governance at the local government level: A policy analysis approach

Abstract

Electronic governance is widely promoted as a means of improving the efficiency, transparency, and responsiveness of public services, yet many local governments in developing countries struggle to translate digital platforms into effective service delivery (Roziqin et al., 2026). This study examines the challenges and policy constraints affecting the implementation of the online service system (sistem layanan online/SILO) at the sub-district and village levels in Depok City, Indonesia. It formulates strategies to strengthen information and communication technology (ICT)-based public services. Adopting a pragmatic, qualitative policy-analysis design, data were collected through two focus group discussions (FGDs) and in-depth interviews with policymakers, technical managers, frontline officials, and citizens between March and August 2025 and were analyzed using boundary analysis, hierarchy techniques, and multi-criteria policy evaluation. The findings reveal four interrelated constraints: inefficient application design, lengthy and poorly delegated service procedures, inadequate training of frontline officials, and limited public outreach. A priority analysis identifies officials’ training and public outreach as the most feasible interventions, complemented by application redesign and digital-needs mapping. The study contributes to the e-government literature by demonstrating how institutional, managerial, and technical factors jointly shape digital-service outcomes, and it offers stakeholder-specific recommendations for local digital-governance reform (Saxena et al., 2022).