Publication Details
Abstract
Objective: This study aims to analyze the effectiveness of digital-based public services through the NGEKIR Online program at the Department of Transportation of Trenggalek Regency. The analysis is based on Richard M. Steers' effectiveness theory, which includes goal achievement, integration, and adaptation indicators. Method: This research uses a descriptive qualitative method. Data were collected through observation, interviews, and documentation involving key informants, including the Head of the Vehicle Testing Unit, operational service staff, and service users. Data analysis employed the interactive model of Miles and Huberman, consisting of data reduction, data display, and conclusion drawing. Results: The findings indicate that the NGEKIR Online program has been relatively effective. In terms of goal achievement, the program has improved service accessibility, reduced queue times, and increased efficiency in the vehicle testing registration process. From the integration aspect, coordination among divisions has been strengthened through an integrated digital system that supports accurate data verification and supervision. Regarding adaptation, both officers and the organization have demonstrated readiness through technical training and system adjustments to digital transformation. Novelty : This research provides an in-depth analysis of digital vehicle testing services using Steers' organizational effectiveness framework, highlighting how local digital innovation contributes to improving public service quality and supporting e-government implementation at the regional level.