A Framework for E-Government Service Management Implementation in Indonesia: An Actor-Network Theory (ANT) Perspective

Authors

  • Muhammad Yusuf Universitas Trunodjoyo Madura, Indonesia
  • Moch Kautsar Sophan Universitas Trunodjoyo Madura, Indonesia
  • Arif Muntasa Universitas Trunodjoyo Madura, Indonesia
  • Andharini Dwi Cahyani Universitas Trunodjoyo Madura, Indonesia
  • Novi Prastiti Universitas Trunodjoyo Madura, Indonesia
  • Kazeem Oluwakemi Oseni University of Bedfordshire, United Kingdom
Pages Icon

DOI:

https://doi.org/10.63158/journalisi.v8i2.1542

Keywords:

E-Government implementation, Service Management System, Local Government, Framework Development, Actor-Network Theory (ANT)

Abstract

The Electronic Government Service Management System (EGSMS) is mandated by the Indonesian government; however, its implementation remains limited, particularly at the local government level. This study aims to examine the implementation of EGSMS in Madura, Indonesia, using Actor-Network Theory (ANT) as the theoretical lens to understand interactions among human actors, technological artefacts, institutional arrangements, and regulatory instruments. The research was conducted in the Departments of Communication and Informatics in Pamekasan and Sampang, Madura, Indonesia, during 2023 and 2024. Based on two local government case studies, this study develops an ANT-based framework for EGSMS implementation, which was subsequently reviewed by two experts to strengthen its relevance, validity, and practical applicability. The findings reveal actor-network dynamics, implementation challenges, enabling factors, and best practices in local EGSMS adoption. The novelty of this research lies in applying ANT to construct a context-sensitive EGSMS implementation framework grounded in empirical evidence. This framework is significant because it can serve as a practical guide for implementing and improving EGSMS in other local government contexts in Indonesia.

Downloads

Download data is not yet available.

References

[1] O. S. Al-Mushayt, “Automating E-Government Services with Artificial Intelligence,” IEEE Access, vol. 7, pp. 146821–146829, 2019, doi: 10.1109/ACCESS.2019.2946204.

[2] A. Sachan, R. Kumar, and R. Kumar, “Examining the impact of e-government service process on user satisfaction,” J. Glob. Oper. Strateg. Sourc., vol. 11, no. 3, pp. 321–336, Oct. 2018, doi: 10.1108/JGOSS-11-2017-0048.

[3] D. Stamoulis, D. Gouscos, P. Georgiadis, and D. Martakos, “Revisiting public information management for effective e-government services,” Inf. Manag. Comput. Secur., vol. 9, no. 4, pp. 146–153, Oct. 2001, doi: 10.1108/09685220110400327.

[4] R. T. Shalini, “Are Mauritians ready for e-Government services?,” Gov. Inf. Q., vol. 26, no. 3, pp. 536–539, Jul. 2009, doi: 10.1016/j.giq.2008.12.016.

[5] D. M. Aritonang, “The Impact of E-Government System on Public Service Quality in Indonesia,” Eur. Sci. Journal, ESJ, vol. 13, no. 35, p. 99, Dec. 2017, doi: 10.19044/esj.2017.v13n35p99.

[6] V. Weerakkody, R. El-Haddadeh, U. Sivarajah, A. Omar, and A. Molnar, “A case analysis of E-government service delivery through a service chain dimension,” Int. J. Inf. Manage., vol. 47, pp. 233–238, Aug. 2019, doi: 10.1016/j.ijinfomgt.2018.11.001.

[7] M. A. Wimmer, H. J. Scholl, E. Ferro, and C.-C. Yu, “Building a Value-Centric e-Government Service Framework Based on a Business Model Perspective,” 2008.

[8] A. T. Chatfield and O. Alhujran, “A cross-country comparative analysis of e-government service delivery among Arab countries,” Inf. Technol. Dev., vol. 15, no. 3, pp. 151–170, Jun. 2009, doi: 10.1002/itdj.20124.

[9] S. Ray and V. V. Rao, “Evaluating Government Service: A customers’ Perspective of e-Government,” in 4th European Conference on e-Government Country, 2004, pp. 627–638.

[10] S. Mushtaq and M. Shah, “Critical Factors and Practices in Mitigating Cybercrimes within E-Government Services: A Rapid Review on Optimising Public Service Management,” Inf., vol. 15, no. 10, 2024, doi: 10.3390/info15100619.

[11] M. Aboud, “Enhancements in E-government using New Technologies and Approaches,” Int. J. Comput. Informatics, vol. 3, no. 6, pp. 109–124, Jun. 2024, doi: 10.59992/ijci.2024.v3n6p4.

[12] A. M. Al-Ansi, A. Garad, M. Jaboob, and A. Al-Ansi, “Elevating e-government: Unleashing the power of AI and IoT for enhanced public services,” Heliyon, vol. 10, no. 23, p. e40591, Dec. 2024, doi: 10.1016/j.heliyon.2024.e40591.

[13] G. Papageorgiou, V. Sarlis, M. Maragoudakis, and C. Tjortjis, “Enhancing E-Government Services through State-of-the-Art, Modular, and Reproducible Architecture over Large Language Models,” Appl. Sci., vol. 14, no. 18, pp. 1–17, Sep. 2024, doi: 10.3390/app14188259.

[14] M. A. A. Alryalat, “Understanding Factors Influencing Citizens’ Intentions to Use Electronic Government (e-Gov) Services: A Case of Jordan,” Int. J. Electron. Gov. Res., vol. 20, no. 1, pp. 1–20, 2024, doi: 10.4018/IJEGR.344421.

[15] A. F. Mutar, A. R. Abdullah, O. M. Jasim, M. A. Saare, and S. A. Lashari, “A comprehensive method of e-government transition for viable development in Iraq,” Bull. Electr. Eng. Informatics, vol. 11, no. 4, pp. 2388–2398, Aug. 2022, doi: 10.11591/eei.v11i4.3142.

[16] H. J. Muhasin, A. Y. Gheni, and H. A. Yousif, “Proposed model for data protection in information systems of government institutions,” Bull. Electr. Eng. Informatics, vol. 11, no. 3, pp. 1715–1722, Jun. 2022, doi: 10.11591/eei.v11i3.3727.

[17] N. Laaz and H. Benaddi, “A common vocabulary for semantic interoperability of Moroccan e-government services,” Bull. Electr. Eng. Informatics, vol. 14, no. 1, pp. 656–664, Feb. 2025, doi: 10.11591/eei.v14i1.7450.

[18] C. F. Ezzahra, A. Moumen, D. Gretete, and Z. Sabri, “Factors influencing the integration of web accessibility in Moroccan public e-services,” Int. J. Informatics Commun. Technol., vol. 14, no. 1, pp. 77–90, Apr. 2025, doi: 10.11591/ijict.v14i1.pp77-90.

[19] A. Benlahcene et al., “Citizens’ E-participation through E-government services: a systematic literature review,” Cogent Soc. Sci., vol. 10, no. 1, p., Nov. 2024, doi: 10.1080/23311886.2024.2415526.

[20] C. Kenosi, I. Zlotnikova, and T. Sigwele, “Industrial Revolution 4.0 technologies for democratic e-government services: A systematic review of transformational frameworks,” eJournal eDemocracy Open Gov., vol. 16, no. 3 Special Issue, pp. 100–132, Oct. 2024, doi: 10.29379/jedem.v16i3.921.

[21] M. Mansour, M. Salama, H. Helmi, and M. Mursi, “A Survey on Blockchain in E-Government Services: Status and Challenges,” arXiv Prepr. arXiv2402.02483, vol. 12, no. 04, pp. 324–335, Apr. 2024..

[22] C. P. Orgeron, W. Rials, and S. Druchyna, “The AI-Driven State: How Government-as-a-Service Is Transforming Public Service,” Int. J. Electron. Gov. Res., vol. 21, no. 1, pp. 1–24, Jan. 2025, doi: 10.4018/ijegr.381327.

[23] L. Weigl, T. Roth, A. Amard, and L. Zavolokina, “When public values and user-centricity in e-government collide – A systematic review,” Gov. Inf. Q., vol. 41, no. 3, p. 101956, Sep. 2024, doi: 10.1016/j.giq.2024.101956.

[24] I. Lykidis, G. Drosatos, and K. Rantos, “The use of blockchain technology in e-government services,” Computers, vol. 10, no. 12, pp. 1–17, 2021, doi: 10.3390/computers10120168.

[25] H. Hashim, “E-government impact on developing smart cities initiative in Saudi Arabia: Opportunities & challenges,” Alexandria Eng. J., vol. 96, no. November 2023, pp. 124–131, 2024, doi: 10.1016/j.aej.2024.04.008.

[26] M. Alryalat, H. Alryalat, K. Alhamzi, and N. Hewahi, “E-Government Services Adoption Assessment from the Citizen Perspective in Jordan,” Int. J. Electron. Gov. Res., vol. 19, no. 1, pp. 1–17, 2023, doi: 10.4018/IJEGR.322440.

[27] S. S. Abed, “Understanding the Determinants of Using Government AI-Chatbots by Citizens in Saudi Arabia,” Int. J. Electron. Gov. Res., vol. 20, no. 1, pp. 1–20, 2024, doi: 10.4018/IJEGR.349733.

[28] S. R. Chohan and Z. H. Akhter, “Electronic government services value creation from artificial intelligence: AI-based e-government services for Pakistan,” Electron. Gov. an Int. J., vol. 17, no. 3, pp. 374–390, 2021.

[29] G. Walsham and S. Sahay, “GIS for District-Level Administration in India: Problems and Opportunities,” MIS Q., vol. 23, no. 1, pp. 39–65, Mar. 1999, doi: 10.2307/249409.

[30] C. Stanforth, “Using actor-network theory to analyze e-government implementation in developing countries,” Inf. Technol. Int. Dev., vol. 3, no. 3, p. pp--35, Apr. 2007, Accessed: Mar. 31, 2026.

[31] R. Heeks and C. Stanforth, “Understanding e-Government project trajectories from an actor-network perspective,” Eur. J. Inf. Syst., 2007, doi: 10.1057/palgrave.ejis.3000676.

[32] G. M. do C. Cavalheiro and L. A. Joia, “Examining the Implementation of a European Patent Management System in Brazil from an Actor-Network Theory Perspective,” Inf. Technol. Dev., vol. 22, no. 2, pp. 220–241, Apr. 2016, doi: 10.1080/02681102.2014.910634.

[33] M. Fornazin and L. A. Joia, “Techno-government networks: Actor-network theory in electronic government research,” in Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), H. J. Scholl, O. Glassey, and J. Marijn, Eds., Guimaraes: Springer, Aug. 2016, pp. 188–199. doi: 10.1007/978-3-319-44421-5_15.

[34] L. A. Joia and C. D. Soares, “Social media and the trajectory of the ‘20 Cents Movement’ in Brazil: An Actor-Network Theory-based investigation,” Telemat. Informatics, vol. 35, no. 8, pp. 2201–2218, Dec. 2018, doi: 10.1016/j.tele.2018.08.007.

[35] A. Luscombe and K. Walby, “Theorizing freedom of information: The live archive, obfuscation, and actor-network theory,” Gov. Inf. Q., vol. 34, no. 3, pp. 379–387, Sep. 2017, doi: 10.1016/j.giq.2017.09.003.

[36] C. D. M. Soares and L. A. Joia, “LAN House implementation and sustainability in Brazil: An actor-network theory perspective,” in Electronic Government, M. Janssen, H. J. School, M. A. Wimmer, and F. Bannister, Eds., Dublin: Springer, Sep. 2017, pp. 206–217. doi: 10.1504/EG.2017.083944.

[37] J. E. Priyatma, “Evaluating the design and implementation of e-government in Southeast Asian developing countries using Actor Network Theory,” in PACIS 2008 - 12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, Suzhou: AIS, Jul. 2008, pp. 1–9.

[38] I. Faik and G. Walsham, “Modernisation through ICTs: towards a network ontology of technological change,” Inf. Syst. J., vol. 23, no. 4, pp. 351–370, Oct. 2012, Accessed: Mar. 31, 2026.

[39] M. Aizi and S. Hassan, “An Actor-Network Theory ( ANT ) approach to Malaysian e-participation framework,” Soc. Sci., vol. 5, no. March, pp. 83–88, 2011.

[40] R. Van der Duim, “Actor-network theory,” Encyclopedia of Tourism. Springer Cham, pp. 10–11, Jan. 01, 2016. doi: 10.1007/978-3-319-01384-8_3.

[41] E. Paget, F. Dimanche, and J. P. Mounet, “A tourism innovation case. An actor-network approach,” Ann. Tour. Res., vol. 37, no. 3, pp. 828–847, Jul. 2010, doi: 10.1016/j.annals.2010.02.004.

[42] M. Saidah and P. Purwadi, “An actor-network model for developing data sovereignty: evidence from Indonesia,” Int. J. Netw. Virtual Organ., vol. 29, no. 1, pp. 55–72, Oct. 2023, doi: 10.1504/IJNVO.2023.134283.

[43] M. Yusuf, C. Adams, K. Dingley, A. Muntasa, W. Agustiono, and K. O. Oseni, “Actor-Network Theory (ANT) for Indonesia e-Government implementation,” in Proceeding - 6th Information Technology International Seminar, ITIS 2020, Surabaya: IEEE, Jan. 2020. doi: 10.1109/ITIS50118.2020.9321043.

[44] M. S. Benqatla and B. Bounabat, “Actor network theory as a framework to build business collaboration network applied to digital government,” ACM Int. Conf. Proceeding Ser., no. January, pp. 0–6, May 2018, doi: 10.1145/3230905.3230934.

[45] C. Ivan, V. Alvarez, D. E. L. Cas, and T. Unive, “Actor Network Analysis on the Estonian e-Government Development,” in Proceedings of The 21st World Multi-Conference on Systemics, Cybernetics and Informatics (WMSCI 2017), Orlando, Florida, USA: the International Institute of Informatics and Systemics, Jul. 2017, pp. 367–372. Accessed: Mar. 31, 2026.

[46] M. Yusuf, C. Adams, and K. Dingley, “Digital citizen participation within schools in the United Kingdom and Indonesia: An Actor-Network Theory (ANT) perspective,” Inf., vol. 7, no. 4, p. 69, Nov. 2016, doi: 10.3390/info7040069.

[47] A. Cordella and J. Hesse, “E-government in the making: an actor network perspective,” Transform. Gov. People, Process Policy, vol. 9, no. 1, pp. 104–125, Mar. 2015, doi: 10.1108/TG-02-2014-0006.

[48] J. E. Priyatma, A. M. Polina, and A. Hernawan, “Strategizing E-Government Development Using an Actor-Network Theory Perspective,” Int. J. Actor-Network Theory Technol. Innov., vol. 7, no. 4, pp. 28–39, 2015, doi: 10.4018/IJANTTI.

Downloads

Published

2026-04-26

Issue

Vol. 8 No. 2 (2026): April

Section

Articles

License

Copyright (c) 2026 Journal of Information Systems and Informatics

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors Declaration

  1. The Authors certify that they have read, understood, and agreed to the Journal of Information Systems and Informatics (JournalISI) submission guidelines, policies, and submission declaration. The submission has been prepared using the provided template.
  2. The Authors certify that all authors have approved the publication of this manuscript and that there is no conflict of interest.
  3. The Authors confirm that the manuscript is their original work, has not received prior publication, is not under consideration for publication elsewhere, and has not been previously published.
  4. The Authors confirm that all authors listed on the title page have contributed significantly to the work, have read the manuscript, attest to the validity and legitimacy of the data and its interpretation, and agree to its submission.
  5. The Authors confirm that the manuscript is not copied from or plagiarized from any other published work.
  6. The Authors declare that the manuscript will not be submitted for publication in any other journal or magazine until a decision is made by the journal editors.
  7. If the manuscript is finally accepted for publication, the Authors confirm that they will either proceed with publication immediately or withdraw the manuscript in accordance with the journal’s withdrawal policies.
  8. The Authors agree that, upon publication of the manuscript in this journal, they transfer copyright or assign exclusive rights to the publisher, including commercial rights

How to Cite

[1]
M. Yusuf, M. K. Sophan, A. Muntasa, A. Dwi Cahyani, N. Prastiti, and K. Oluwakemi Oseni, “A Framework for E-Government Service Management Implementation in Indonesia: An Actor-Network Theory (ANT) Perspective”, journalisi, vol. 8, no. 2, pp. 2382–2413, Apr. 2026, doi: 10.63158/journalisi.v8i2.1542.

Most read articles by the same author(s)