Government to Citizen Digital Service Delivery and Public Service Quality at the Kutoarjo Urban Village Office

Abstract

This study examines the implementation of Government to Citizen (G2C) digital services in improving public service quality at the Kutoarjo Urban Village Office, Purworejo Regency. The study employed a descriptive qualitative approach, with data collected through interviews, observation, and documentation. Informants were selected purposively based on their involvement in public service delivery, while the data were analyzed inductively through data organization, coding, categorization, thematic interpretation, and narrative presentation. The findings show that G2C implementation is reflected in two main aspects. First, digital service delivery and multichannel public access are supported through websites, online services, mobile  based communication, social media, and conventional face  to  face services. These channels contribute to accessibility, efficiency, information transparency, and responsiveness, although challenges remain in digital literacy, internet access, infrastructure, and personal data protection. Second, the citizen  centric orientation places citizens’ needs, expectations, and feedback at the center of service delivery through complaint mechanisms, discussion forums, surveys, and direct communication. The study concludes that G2C can improve public service quality when digital innovation is combined with competent human resources, inclusive access, responsive communication, and continuous institutional evaluation.