Good Governance in Policy Communication Governance for the Improvement of Digital Public Services

Abstract

The transformation of digital public services requires the government to not only build technological infrastructure, but also ensure that policies, procedures, service channels, and complaint mechanisms are communicated clearly, consistently, inclusively, and trustworthily. This article discusses the relationship between good governance and policy communication governance in supporting the improvement of digital public services, by combining a review of the literature on public administration, public sector communication, collaborative governance, whole-of-government, as well as the idea of a policy communication governance model developed in a dissertation proposal on the Government Communication Agency of the Republic of Indonesia. The method used is a descriptive qualitative approach based on literature study and conceptual analysis. The results of the study show that policy communication has a strategic position as an instrument of public governance because it functions to reduce policy ambiguity, harmonize cross-agency messages, strengthen public participation, and build public trust in digital services. In the context of digital public services, the principles of good governance are translated into six communication dimensions, namely information transparency, message accountability, public participation, digital channel responsiveness, cross-actor coordination, and access inclusivity. This article concludes that the improvement of digital public services is not sufficiently supported by service applications alone, but requires an integrated, adaptive, data-based, and public value-oriented policy communication governance model.