Digital Democracy and Public Service in Indonesia
Effectiveness Analysis of e-Sewaka Dharma in Denpasar City
I Made Wimas Candranegara, I Dewa Gede Putra Sedana and I Wayan Sudemen
Department Public Administration, Warmadewa University, Denpasar, Indonesia
Keywords: Digital Democracy, Public Service, Smart City, Indonesia, e-Sewaka Dharma.
Abstract: In the city of Denpasar, public services based on information and communication technology are built based
on the Balinese cultural philosophy named e-Sewaka Dharma. In this philosophy, public service is a liability
based on a spirit of devotion known as yadnya term. The application of information and communication
technology in public service is expected to allow for the realisation of a transparent and accountable service
in addition to improving the quality in terms of efficiency and effectiveness. The focus of this research is to
measure the effectiveness of e-Sewaka Dharma’s implementation in Denpasar City Government Office.
This study used a sample of 100 respondents determined through non-probability sampling technique,
which is an incidental sampling type. The analytical technique used was descriptive statistics. The variable
used was effectiveness with 3 dimensions; production, efficiency and satisfaction. As many as 51.625% of
the respondents stated effective in the dimension of production, 54.687% of respondents stated effective in
the dimension of efficiency and 53.861% of respondents stated effective in the dimension of satisfaction of
e-Sewaka Dharma.
1 INTRODUCTION
The utilisation of Information, Communication, and
Technology (ICT) has changed the human activities
in various sectors, as well as the public service
sector operated by the government [1]. Government
tasks that have been regulated by Law no. 25 in the
year 2009 on Public Service in Article 1 intend to
provide services to its citizens with quality service
standards that are fast, easy, affordable and
measurable [2]. Developing government-based
electronic government services, often called
Electronic Government (e-Government), is a way to
improve the quality of public services.
Efforts to improve public services to excellent
service were declared by Denpasar City Government
on the 14th Anniversary of the City of Denpasar in
2006. In 2007, the commitment of excellent service
to the community was further improved by applying
information and communication technology to the
public service sector. Especially now that the world
is entering the era of globalisation, the application of
information technology becomes a necessity,
including in the field of government. Despite
applying modern technology, the rich values of the
Balinese culture and philosophy can still be applied
in public services based on information and
communication technology.
Public services based on information and
communication technology are built based on the
Balinese cultural philosophy that is named e-Sewaka
Dharma. The concept of e-Sewaka Dharma is
extracted from the noble values of the culture that
have been applied to the predecessors of Balinese
society. In this philosophy, public service is a duty
based on the spirit of devotion. The spirit of
devotion commonly called yadnya is the noble
values of the Balinese community in carrying out
activities. The determination of this cultural
philosophy is also not separated from the vision of
the city government mission in realising the City of
Cultural Insight. The application of information and
communication technology in the public service is
expected to better realise a transparent and
accountable service in addition to improving the
quality in terms of efficiency and effectiveness.
Information and communication technology is a
demand of globalisation that makes services
transparent and accountable. The licensing process is
one manifestation of information and
communication technology applications in the city
of Denpasar. Information and communication
80
Candranegara, I., Putra Sedana, I. and Sudemen, I.
Digital Democracy and Public Service in Indonesia.
DOI: 10.5220/0008817000800085
In Proceedings of the 4th International Conference on Contemporary Social and Political Affairs (ICoCSPA 2018), pages 80-85
ISBN: 978-989-758-393-3
Copyright
c
 2019 by SCITEPRESS – Science and Technology Publications, Lda. All rights reserved

technology means that each applicant better know
the requirements, the length of the process and the
cost required.
Even in the system itself, the applicant can
register online permits and check the progress of the
permit via the internet. The same ease can also be
reached through the SMS service in cooperation
with telecom operators. ICT applications for
licensing also improve the efficiency and
effectiveness of the services offered to the
community. ICT in licensing ensures information
certainty, which eliminates illegal pungli and costs
(high-cost economy) so it is then expected to be
more of an attraction for investors. In addition,
responding to the demands of the community will be
more agile and professional regarding the
bureaucracy in providing the services that Denpasar
City Government has built and offered in the context
of e-Government.
In the e-Gov, all units / technical agencies are
integrated into ICT networks. Through e-Gov, the
coordination and communication between agencies
or leaders with agencies can be more quick and
efficient. The development of e-Gov is expected to
cut down on the bureaucratic administrative
procedures that often seem slow and complicated.
The head unit can utilise the chat facility to
coordinate better so then the handling of public
services can be quicker and more efficient in turn,
reducing administration. Globally, the design of e-
Government of Denpasar started at the launch of the
official website www.denpasar.go.id in 2001, and in
2007, the official website of Denpasar City changed
to www.denpasarkota.go.id in accordance with the
Minister of Communication and Informatics. Efforts
to improve the ICT-based public services developed
on the website won several awards. Among others,
the Warta e-Gov award, Warta Ekonomi and Bubu
Award up to the World Summit Award (WSA) at the
international level. The entire network of public
services based on ICT is integrated through the
official website of the municipal government of
Denpasar. All public services and information about
Denpasar City Government and its staff are on the
official website. In the population sector, the
application of ICT is built into the Information
System of Population Administration (SIAK).
SIAK is expected to improve its services in terms
of ease and speed. The public can extend KTP / KK
online by simply going on the official website
www.denpasarkota.go.id and clicking on the online
ID card service. SIAK also aims to realise the
validity of the population database required in
development planning. Information and
communication technology in the education of
Denpasar has been done through a cyberschool
program (www.cyberschooldps.net). In the
cyberschool, all junior high, high schools and
vocational schools in the city of Denpasar share a
connected ICT network. School communities,
students, and teachers can enjoy free internet
service. The use of the internet in the form of e-
Learning and education centre is expected to
increase their insights and knowledge. Information
and knowledge on the internet can seem to be
without limit. The internet also trains educational
society members accustomed to ICT, as it is one of
the main tools of globalisation. As a communication
technology, cyberschool connects the school
community in a discussion forum that can be used
for efficiency. Mapping all schools in Denpasar City
also offers cyberschool content that acts as a guide
for parents and prospective students.
In terms of security and emergencies, ICT is
implemented in the Safe Community program. The
safe community network connects emergency and
disaster management units with call centres with
Radio City RPKD 91.45 FM as the mediator. If there
are emergency conditions and/or disasters such as
fire, floods and fallen trees then an individual can
call the call centre at 0361-223333 or Radio Pemkot
at 0361-244444. To speed up the service, Denpasar
City Government has prepared an emergency unit of
PMKs and ambulances in all four corners of the city
area. In addition to handling emergency and disaster
conditions, the call centre and RPKD 91.45 FM have
also become a mediator of citizen complaints about
Denpasar public services through the Halo Denpasar
service. If there are facilities and public services that
do not work, people can submit it to Halo Denpasar.
RPKD and the call centre will contact the relevant
agencies to allow them to immediately handle it.
Reports of complaints and handling are submitted
through RPKD and Nusa Bali daily. The
implementation of IT technology improves public
services while also targeting the economic field.
Through e-Commerce, Denpasar Municipal
Government builds an information network system
including promotions and market access for industry
players and SMEs in Denpasar City. The
www.balidenpasartrading.com site is managed by
the Department of Industry and Trade (Disperindag).
Denpasar presents a variety of craft products, SMEs
and small industries in the city of Denpasar. The
site, since its launch in February and up to August
2007, has been accessed by 28,500 people.
The application of ICT in the field of the
community economy is a function of government to
Digital Democracy and Public Service in Indonesia
81

better facilitate SMEs in terms of technology
acceleration, promotion, and the expansion of
market access. In the field of health services,
Denpasar municipal government has applied SIK
(health information system) at health centres in
Denpasar City. Through the SIK database, the poor
population of Askeskin have been recorded so then
they can enjoy basic health services without a
convoluted process. Through this, the SIK is
expected to service the patient in a manner that is
more effective and efficient. From the point of
registration through to receiving the drugs, the
patient has been served through their involvement
with the information system so as to facilitate the
service. In addition to the SIK database population,
there are maps that can be used to describe public
health. Based on the background of this research, the
research problems have been formulated as follows:
 How big is the effectiveness of the production
indicator on the implementation of e-Sewaka
Dharma in Denpasar City?
 How much effectiveness does the efficiency
indicator show that there is in the
implementation of e-Sewaka Dharma in
Denpasar City?
 How much effectiveness is present in the
indicator of satisfaction in the application of e-
Sewaka Dharma in Denpasar City?
2 THEORITICAL REVIEW
‘Smart city’ literally means the concept of
development and implementation of technology in a
region that is divided into six dimensions, namely:
smart economy, smart people, smart governance,
smart mobility, smart environment and smart living.
E-Government, according to UNDP (United Nations
Development Program) in Indrajid, is an ICT-based
service provided by the governmen. Effectiveness
does not include stating how much has been spent to
achieve the goal, as effectiveness only sees whether
a program or activity has achieved its intended
purpose. In line with this case, Badeni said that
effectiveness implies the determination of the
achievement of the expected goals or the suitability
of what should be done. To measure the
achievement of the goal, according to Tampubolon,
there are five indicators in the effectiveness
measurement criteria with three-time measurement
divisions, i.e. for the short-term (production,
efficiency, and satisfaction), for the medium-term
(adaptation) and for the long-term (development).
In the era of digital broadcasting, however, those
three rights need to be granted separately to different
players within the broadcasting value chain, as “the
broadcaster is not necessarily the frequency licence
holder” anymore. There are now multiplex operators
who are granted the spectrum of rights and who are
therefore responsible for managing their particular
defined part of the radio spectrum to carry out the
programmes or services produced by broadcasters or
content providers. As for digital broadcasters, they
need to obtain broadcast licences and access
multiplexing services and broadcast permits for
every programme that they aim to broadcast (ITU,
2012; p.30).
In this way, digital television migration is a
critical step for both the broadcasting and
telecommunication sectors. Through the
technological transformation, broadband services
can possibly be improved and the diversity of media
ownership can be potentially increased.
However, besides the benefits, digital television
migration tends to be perceived as a threat to
broadcasting incumbents due to its potential to alter
the ownership structure present within the industry.
The main challenge that is a part of regulating digital
television migration is, therefore, to prevent anti-
competitive business conduct by either incumbents
or new players, especially if they are granted the
position of multiplex operators.
3 RESEARCH METHODS
This research used a quantitative method for the data
collection, using a questionnaire as the primary data
and a journal and books as the secondary data. This
research was a descriptive research study conducted
using a descriptive statistical analysis technique. The
sampling technique used was non-probability
sampling with the incidental sampling type proposed
being the people of Denpasar City. We determined
the sample size using the Bernoulli formula as
follows: n ≥ 96,04 ≈ 96. From the Bernoulli formula,
the minimum sample that can be used is 96
respondents, rounded up to 100 respondents.
4 RESULT AND DISCUSSION
The results of the questionnaire have been presented
in Table 3.1 as follows:
 The response of the respondents on the
dimensions of production was 51.62%,
ICoCSPA 2018 - International Conference on Contemporary Social and Political Affairs
82

indicating the effectiveness of the application of
e-Sewaka Dharma.
 The response of the respondents about the
dimension of known efficiency was 54.68%,
indicating the effectiveness of the application of
e-Sewaka Dharma.
 The responses of the respondents about the
dimension of satisfaction had a total value of
53.37%, which indicates the effectiveness of the
application of e-Sewaka Dharma.
4.1 Results of Comparative Technique
Analysis Before and After
Application of e-Sewaka Dharma
This research used exposure to a snake diagram
because this can help with the elaboration of the
effectiveness flow channel before and after the
application of e-Sewaka Dharma, leading to the
dominant value of the respondent’s answers. The
exposure has been described in Table 3.2 below.
 For the availability of the required mail, the
dominant community on the "effective" scale is
worth 47.250%, so the point illustrated leads to
the condition after applying the e-Sewaka
Dharma and Referring to the availability of the
file completeness information, the dominant
community is on an "effective" scale of
56,000%, so the point illustrated leads to the
conditions after applying e-Sewaka Dharma;
 To fit the service of e-Sewaka Dharma into the
expectations of the respondent; the dominant
response on the "effective" scale was 51,500%,
so the point described leads to the condition after
applying e-Sewaka Dharma;
 For clarity in the process of issuing letters, the
dominant societies are on an "effective" scale of
45.250%, leading to conditions after applying the
e-Sewaka Dharma;
 For time savings, the dominant societies landed
on an "effective" scale of 59,500%, which points
to conditions after applying the e-Sewaka
Dharma;
 For ease of use concerning the e-Sewaka Dharma
service, the dominant community was on an
"effective" scale of 62,500%, which leads to
conditions after applying the e-Sewaka Dharma;
 For the satisfaction of the respondents in using e-
Kelelahan, the dominant society on the
"effective" scale was worth 53,500%, leading to
the condition after applying e-Sewaka Dharma;
 For the e-Sewaka, the Dharma service can be
more personally accessible - the dominant
community was on an "effective" scale of
59,000%, leading to conditions after applying the
e-Sewaka Dharma;
 For the availability of adequate queue waiting for
facilities, the dominant societies’ response was
on an "effective" scale of 51.250%, leading to
conditions after applying the e-Sewaka Dharma
and
 To get confirmation of a letter that takes a long
time of manufacture, the dominant society was
on an "effective" scale of 49.750%, leading to
the condition after applying the e-Sewaka
Dharma.
Table 3.1: Respondent's Response to Effectiveness of e-Sewaka Dharma.
Effectiveness
Dimensions
Questionto‐ TotalValue
AverageTotal
Value
SatisfactionLevel
Production 1 47,25% 51,62% AfterApplyinge‐SewakaDharma
 2 56,00%  AfterApplyinge‐SewakaDharma
Efficiency 3 51,50% 54,68% AfterApplyinge‐SewakaDharma
 4 45,25%  AfterApplyinge‐SewakaDharma
 5 59,50%  AfterApplyinge‐SewakaDharma
 6 62,50%  AfterApplyinge‐SewakaDharma
Satisfaction 7 53,50% 53,37% AfterApplyinge‐SewakaDharma
 8 59,00%  AfterApplyinge‐SewakaDharma
 9 51,25%  AfterApplyinge‐SewakaDharma
 10 49,75%  AfterApplyinge‐SewakaDharma
Digital Democracy and Public Service in Indonesia
83

Table 3.2: Comparative Outcomes Before and After the Implementation of e-Sewaka Dharma.
No Questions N
Total Value  PercentageofTotalValue
EffectivenessLeads
toCondition
Before After GAP Before After GAP
1
TheletterIneedisavailableat
DenpasarCityGovernment
Office
100
2 189 187 0,005% 47,250% 47,245%
AfterApplyinge‐
SewakaDharma

2 
Ialreadyknowthe
completenessofthefileforthe
letterIneed.
100
0 224 224 0% 56,000% 56,000%
AfterApplyinge‐
SewakaDharma

3
Thee‐SewakaDharmaserviceI
usesuitsmyexpectations.
100
8 206 198 0,020%  51,500% 51,480%
AfterApplyinge‐
SewakaDharma
4
Withe‐SewakaDharmaservice
processclearletterissuance.
100
9 181 172 0,022% 45,250% 45,228%
AfterApplyinge‐
SewakaDharma
5
Withmye‐Sewaka,Dharma
servicecansavetime.
100
12  238 226 0,030% 59,500% 59,470%
AfterApplyinge‐
SewakaDharma
6
Thee‐Sewaka Dharma service is 
veryeasy
touse.
100
3 250 247 0,007% 62,500% 62,493%
AfterApplyinge‐
SewakaDharma
7
Iamsatisfiedwiththeservicee‐
SewakaDharma.
100
7  214  207  0,017% 53,500% 53,483%
AfterApplyinge‐
SewakaDharma
8
Ihopee‐SewakaDharmaservice
accessible to the public
personal.
100 7  236  229  0,017% 59,000% 58,983%
AfterApplyinge‐
SewakaDharma
9
Ifeelthefacilityfor
waiting for the queue is
adequate.
100 6  205  199  0,015% 51,250% 51,235%
AfterApplyinge‐
SewakaDharma
10
Igetconfirmationiftheletterof
a certain type (such as
inheritance)inneeda long time
hasbeencompletedcreated.
100 2  199  197  0,005% 49,750% 49,745%
AfterApplyinge‐
SewakaDharma
5 CONCLUSION
Based on the results of research that has been done
on the effectiveness of the use of e-Sewaka Dharma
in Denpasar City, it can be concluded that:
 The effectiveness level of the production
dimension before applying the e-Sewaka Dharma
was 0.002% and was included on the "Not
Effective" scale. For the condition after applying
e- Sewaka Dharma, it was 51.625% and included
on the "Effective" scale. When viewed as the
dimension of production, the dominant
percentage of society says that it is effective after
applying e-Sewaka Dharma.
 The effectiveness level of the efficiency
dimension for the condition before applying the
e-Sewaka Dharma was 0.019%, included on the
"Not Effective" scale. For the condition after
applying the e-Sewaka Dharma, it was 54.687%
and included on the "Effective" scale. When
viewed as the dimension of efficiency, the
dominant percentage of society says that it is
effective after applying the e-Sewaka Dharma.
 The effectiveness level of the dimension of
satisfaction before applying the e-Sewaka
Dharma was 0.013%, included on the "Not
Effective" scale. For the condition after applying
e- Sewaka Dharma, it was 53.861% and included
on the "Effective" scale. When viewed as the
dimension of satisfaction, the dominant
percentage of society says that it is effective after
applying the e-Sewaka Dharma.
6 SUGGESTION
Based on the results of research, there have been a
proposed constructive suggestions created for the
Government of Denpasar as the object of the
research.
 The results of this study found that the dimension
of production had the lowest rating compared to
other dimensions. Therefore, the Denpasar City
Government is advised to clarify the flow of
letter issuance process and its requirements.
ICoCSPA 2018 - International Conference on Contemporary Social and Political Affairs
84

 The dimension of efficiency also has a low
rating, so the Government of Denpasar City is
suggested to socialise the e-Sewaka Dharma
service to the community in Denpasar City,
especially related to the purpose of applying e-
Sewaka Dharma.
 The satisfaction dimension also has a low
appraisal rating, so it is suggested to the
Denpasar City Government to provide feedback
support facilities concerning the use of e-Sewaka
Dharma service so then the community can give
constructive suggestions for the Denpasar City
Government so then the effectiveness of e-
Sewaka Dharma’s implementation can be
improved.
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