Evaluating Online Public Consultation Services in Supporting Public Information Disclosure: Evidence from West Kutai, Indonesia

Abstract

Digital transformation in public services encourages the government to provide more accessible, efficient, responsive, and transparent services. This study aims to evaluate the implementation of online consultation services at the West Kutai Regency Inspectorate in supporting public information disclosure. The study used a quantitative approach with a descriptive-evaluative design based on four dimensions selected from the Dunn evaluation framework: effectiveness, efficiency, responsiveness, and accuracy. Primary data were obtained through questionnaires from 15 purposively selected service users, supported by interviews and documentation. Data were analyzed using descriptive statistics through frequency, average scores, and percentages. The results showed that overall, online consultation services were in the good category with an achievement of 83.00%. Efficiency achieved the highest achievement at 85.00%, followed by effectiveness at 84.00%, accuracy at 82.67%, and responsiveness at 80.00%. The findings indicate that digitalization primarily provides benefits through time savings, simplified procedures, and ease of service access. However, responsiveness remains the aspect that requires the most improvement. Service delivery is also affected by unstable internet networks, limited IT devices and infrastructure, and differences in staff digital competency. Research concludes that online consultation services can support access to public information, but improving service quality requires strengthening digital infrastructure and human resource capacity to ensure faster, more accurate, and consistent service delivery.