Digital Transformation of Public Services: A Theoretical Analysis of Innovation Diffusion and User Experience

This book examines the digital transformation of public services through the theories of innovation diffusion, user experience, technology acceptance, and institutional change. It highlights how system design, perceived usefulness, trust, digital literacy, and organizational readiness influence citizens’ adoption of digital government platforms. Using Indonesia’s public-service environment and the Jamsostek Mobile application as key contexts, the book emphasizes that successful transformation requires not only technology but also inclusive policies, effective governance, and citizen-centered service design.