USE OF ONLINE APPLICATIONS BY THE TRANSPORTATION AGENCY TO IMPROVE THE EFFICIENCY OF PUBLIC SERVICES

Abstract

This study aims to analyze the use of online applications by the Transportation Agency in improving the efficiency of public services through a qualitative approach using a literature review method. The study was conducted by examining scientific journals, policy documents, and academic publications related to the digitization of public services and transportation technology. The results of the study show that the use of online applications has significantly improved five indicators of service efficiency, namely speed of service, simplification of administrative procedures, increased accessibility, reduced workload for officials, and increased user satisfaction. The digitization of services enables faster data processing, clearer service flows, and wider access to services through digital devices. In addition, system automation reduces the administrative tasks of officials, thereby optimizing internal performance. However, challenges in the form of public digital literacy and official readiness are still found to be obstacles in the implementation of digital services. Overall, this study confirms that online applications are an effective instrument in improving the efficiency of public services at the Transportation Agency, with the caveat that policy support, increased human resource capacity, and improvements in technological infrastructure are needed to achieve optimal results.