Advanced at the Front, Fragile at the Back: SPBE’s Service–Management Gap in Indonesian Agencies
DOI:
https://doi.org/10.59890/ijist.v4i10.71Keywords:
Back Office, Digital Government Maturity, Front Office, Service–Management Gap, SPBEAbstract
Indonesia’s Electronic-Based Government System (SPBE) has expanded online services faster than the internal management on which they depend. This study measures the gap between the services domain (front office) and the management domain (back office) in the 2024 evaluation results of 615 central and local agencies and national domain scores for 2021–2024, applying Wilcoxon signed-rank and Kruskal–Wallis tests and a configuration typology. Services outscored management in 99.7% of agencies, with a mean gap of 1.96 points, and the national gap widened from 1.58 to 1.92. The gap was largest among cities and regencies, and 181 agencies, 139 of them regencies, combined very good services with poor management. Strengthening data, asset, and ICT human resource management should precede further service expansion.References
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