JRSSEM 2022, Vol. 02, No. 5, 729 – 742

E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494

DOI : 10.36418/jrssem.v2i05.317 https://jrssem.publikasiindonesia.id/index.php/jrssem

IMPLEMENTATION E-GOVERNMENT IN SUPPORTING OF

ONLINE-BASED SERVICE QUALITY AND ACCESSIBILITY

Bhakti Nur Avianto

Marry Ismowati

Nanda Amelia

Fakultas Ilmu Sosial dan Ilmu Politik; Universitas Nasional

1,2,3

e-mail: bh4kti.nur@gmail.com

, mary.ismowati@civitas.unas.ac.id

nandaamelia99@gmail.com

*Correspondence: bh4kti.nur@gmail.com

Submitted

: 26

November 2022 Revised: 15

December 2022 Accepted: 21

December 2022

Abstract: In the development of Revolution 4.0, the application of information technology is a

must for state administrators (government). And also, the use of information technology in

governance (e-government) is also one way to realize bureaucratic reform in improving the quality

of public services to make them more effective, efficient, and transparent and accountable. The

research method used is qualitative with a descriptive verification approach and in-depth

interviews with various informants relevant to the study. The results of the research show that the

government needs to adapt quickly to support people's needs in a more effective and efficient

way. Namely by implementing an E-government system or government that utilizes technology for

a transparent, effective, efficient and accountable service to the public. This digital gap can be seen

from one of the factors, namely whether or not internet access is evenly distributed and the extent

of local people's knowledge regarding digital use. Between these gaps, sometimes we feel irritated

when a digital-based service is arguably of good quality in a government agency, but the gap

comes from the humans themselves who have not been able to properly utilize their digital

infrastructure. Therefore, the government needs more attention to monitor the ability of human

resources or ASN to be more consistent with e-government based services. If the HR capabilities

are still not able to utilize the e-government system properly, then the funds spent will be in vain.

Apart from digital infrastructure funding, there are things that are more urgent than that, namely

repairing damaged roads in the regions which of course provide direct satisfaction to the

community rather than pouring digital infrastructure funds into the readiness of human resources

itself which is low or cannot yet implement e governance over e government.

Keywords: E-government; public service; digital; government; quality.

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INTRODUCTION

Fundamentally, the industrial

revolution 4.0 has resulted in changes in

how humans think, live, and relate to one

another in various activities carried out by

humans in various fields. The ease of access

to the internet and technology because it is

all digital finally makes people's behaviour

slowly shift from being wholly manual or

traditional to turning into a digital system

(Morra, 2017; Khan & Turowski, 2016;

Amalia, 2018; Manda & Dhaou, 2019).

Therefore, activities carried out manually/

traditionally are no longer effective. With

these changes, the government must keep

up with existing developments by utilizing

information technology. One of them is by

implementing eGovernment. Therefore, as

a developing country, Indonesia needs to

operate and enforce e-government in

facing challenges and demands for

progress and creating good governance.

Based on Presidential Instruction Number 3

of 2003 concerning National Policy and

Strategy for the Development of Electronic

Government, the work process within the

government in utilizing information

technology (e-Government) includes two

related activities, namely: (1) Data

management, information management,

management systems, and work processes

electronically; and (2) Utilize advanced

information technology to access public

services quickly and cheaply by people

throughout the country. Thus, to face

challenges and demands for progress and

create good governance, the government

needs to utilize information technology by

implementing and developing Electronic

Government (Amalia, 2018; Fuadi &

Marom, 2016; Indrajit, 2007).

In its implementation, Electronic

Government has several development

targets as outlined in the Blueprint for the

Electronic Government Application System

(Indrajit, 2007; Khan & Turowski, 2016;

Manda & Dhaou, 2919; Wulansari & Inayati,

2019), namely:

1. Establishment of quality and

affordable public service information

and transaction networks

2. Formation of interactive relations

with the business world to improve

and strengthen the ability of the

economy to face changes and

international trade competition

3. Establishment of a communication

mechanism between government

agencies and the provision of

facilities for community participation

in the governance process;

4. Establish a transparent and efficient

management system and work

process and facilitate transactions

and services between government

agencies. Presidential Regulation

Number 95 of 2018 concerning the

Electronic-Based Government

System (SPBE) has been issued to

explain the mechanism for

implementing e-government.

Presidential Regulation Number 95 of

2018 concerning the Electronic-

Based Government System (SPBE)

explains that the Electronic-Based

Government System (SPBE) is a

government administration that

utilizes information and

communication technology to

provide services to SPBE Users.

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Since the enactment of the SPBE

Presidential Regulation, the

implementation of the Electronic-Based

Government System or e-government

carried out by the government in Indonesia

has shown an increase yearly. The e-

Government Development Index (EGDI)

survey conducted by the United Nations

shows that overall. Indonesia scored a

score of 0.6612 in the High E-Government

Development Index (EGDI) group in the UN

E-Government Survey 2020, successfully

placing Indonesia in the top 100. world

ranking at position 88 out of 193 countries

previously in 2018, it was ranked 107.

In the Blueprint for the Electronic

Government Application System (Internet:

Indonesia, 2009), there are several

governments functions whose

implementation can be assisted through

the electronic system, namely: 1)

Community service, 2) Staffing, 3) Regional

finance, and 4) Asset management. One

example of a financial data management

application system to implement SPBE or e-

government in government agencies is the

application of e-government at the

Secretariat General of the MPR RI through

the Billing Control Information System

(SINTAG). The Billing Control Information

System (SINTAG) is a modern information

system that focuses on the operational

efficiency of government agencies'

financial management services at

ministries/agencies that is very flexible with

the size and condition of the organization

(Manda & Dhaou, 2019; Morra, Arman, &

Mousa; 2017; Indrajit, 2007; Pratiwti &

Alfirdaus, 2018).

SINTAG was built and developed in

2009, which was first implemented at the

BPK RI Head Office in 2011—then followed

by the BPK RI Education and Training

Centre, which also implemented the

SINTAG application. This information

system complements the mandatory

information system that must be operated

by every work unit in the

ministry/institution environment. Because

all company activities or activities are

related to obtaining working capital

funding, using or allocating funds, and

managing assets owned to achieve the

company's main goals and government

institutions. Before using SINTAG, financial

management was manual. As in preparing

financial reports where bookkeeping is

done with paper or books or recording

through software (Microsoft Excel or the

like). With this manual recording, the data

obtained is recorded separately from one

unit to another, and manual double entry

must be used as a ledger until it becomes a

report. So every year towards the end of the

year, it is necessary to do data matching

between data sources with one (Prabawati

et al., 2020; Khan & Turowski, 2016;

Kurniawan & Atmojo, 2020; Rachman &

Noviyanto, 2017).

The Billing Control Information System

(SINTAG) is applied to implement e-

government in the government, especially

in financial management at the Secretariat

General of the MPR RI. In addition, this

method also takes much time because it

has to match one data with another. Then

in the filing/billing process where the file

that has been given to the finance

department can only be known by asking

directly the party concerned (financial

officer) regarding the position of the

733 | Implementation E-Government In Supporting Of Online-Based Service Quality And

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file/document. Sometimes there are cases

of missing files because the records

between officers are still different. As

noted, one of the file officers still needs to

enter or register with the finance

department, while another officer has seen

(corrected) the file/document or vice versa.

Therefore, this is considered less effective

and needs to reflect good governance.

Create to simplify the accounting

process for financial files to become more

effective and efficient. At the Secretariat

General of the MPR RI, this application only

began to be implemented at the end of

2019, precisely in September. The

implementation of e-government through

the Billing Control Information System

(SINTAG) is an effort to improve the

administrative process in financial

management at the Secretariat General of

the MPR RI. In principle, SINTAG is a

development that standardizes each

invoice document's settlement/payment

process in a workflow. It applies the 'Single

Entry Principal' concept to maintain data

integrity and avoid inputting the same data

more than once (repeated inputting) to

prevent discrepancies. Then other benefits

that are felt from using SINTAG are file

tracking and billing data recapitulation.

However, during one year of its

implementation, the SINTAG application

still has several obstacles. The most

common problem is a network error. When

an error occurs on the network, the filing

process cannot be carried out. Even the

mistake can last for an entire day

(Samsudin & Muslihudin, 2018; Suharyana,

2017; Prabawati, 2020). Then some

employees still need to be more reliable or

understand SINTAG. So, the benefits of the

application have yet to be felt complete.

Network connectivity that still uses a LAN /

local network limits access and can only be

done at the office.

This study explores what obstacles

exist in applying the Billing Control

Information System (SINTAG) to implement

e-Government at the Secretariat General of

the MPR RI. So that when employees do

work from home or Work from Home

(WFH) during the Pandemic, the SINTAG

cannot be accessed. Things that are still

often before SINTAG are delays in the

Contractual. File process where the

deadline for processing the Contractual file

is 14 working days until it is reported to the

KPPN, so the filmmaker needs to pay

attention to the time given to process the

file, so there is no delay. The obstacles can

certainly hinder employees' work, so the

primary goal of implementing e-

government is inappropriate. Therefore, to

implement e-government in Government

Agencies, it is necessary to know its

readiness from various aspects.

Literature review

E-Government Application System

The development of e-government

covers a national scale. Therefore, there is a

need for a communication framework

between e-government systems to interact

and cooperate. In addition, the scope of

function of the e-government system is

also quite large, so in its development, it

almost certainly involves many vendors,

and a standard communication mechanism

is needed between systems. So, in building

an e-government application system,

standardization of application system

Bhakti Nur Avianto

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development needs is required, ensuring

that any system developer vendor can

communicate between these systems. In

the e-Gov Blueprint (Basuki, 2018; Rusli,

2019; Said, 2007; Sedarmayanti, 2009), it is

stated that to develop an e-Government

application system, and there are standard

application system requirements that must

be met, namely: 1) Reliable The application

system will run reliably, robustly against

data entry errors, operating system

changes, and bug-free; 2) Interoperable

Ensure that application systems will

communicate with each other and

exchange data and information with other

application systems to form system

synergies; 3) Scalable, Ensure that the

application system can be easily upgraded,

especially new features, additional users,

and excellent data management

capabilities; 4) User Friendly Ensuring that

the application system will be easy to

operate with a user interface commonly

used in government and following its users'

language and cultural habits; and 5) The

integrate able, Ensuring that the

application system has features for easy

integration with other application systems,

especially for conducting data and

information exchange transactions

between e-government application

systems, both within the scope of one local

government with other local governments

(Rusli, 2019; Samsudin & Muslihudin, 2018).

Billing Control Information System

(SINTAG)

The Billing Control Information System

(SINTAG) is a modern information system

that focuses on the operational efficiency

of government agency financial

management services at the

ministry/institution, which is very flexible

with the size and condition of the

organization.18 This information system

complements the mandatory information

system that must be operated by every

work unit in the ministry/institution

environment. Because all company

activities or activities are related to

obtaining working capital funding, using or

allocating funds, and managing assets

owned to achieve the company's main

goals and government institutions. The

principles in developing SINTAG are to

standardize each invoice document's

settlement/payment process in the form of

a workflow. Furthermore, apply the concept

of 'Single Entry Principal' so that data

integrity can be maintained and avoid

inputting the same data more than once

(entering the same data more than once),

focusing on the operation of financial

management services. This information

system is expected to encourage the

creation of efficiency and effectiveness of

financial management in ministries and

central government institutions.

MATERIALS AND METHODS

This study used qualitative research

methods with a purposive sampling

technique to determine informants

(Ahmadi, 2015; Fuad & Nugroho, 2014;

Fitrah & Luthfiyah, 2017). Qualitative

methods are methods that focus on in-

depth observations. Therefore, the use of

qualitative methods in research can result

in a more comprehensive study of a

phenomenon. The secondary data is data

taken through intermediaries or parties

who have collected the data previously, in

735 | Implementation E-Government In Supporting Of Online-Based Service Quality And

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other words, researchers do not directly

take their own data into the field. Data

collection techniques through:

1. Interviews will be carried out in this

study by asking structured

questions using interview

guidelines arranged wholly and

systematically to collect data and

information regarding the

Implementation of SINTAG at the

Secretariat General of the MPR RI.

Interviews in this study were

conducted with the Head of the

Treasury Subdivision of the

Assembly (Financial Treasurer),

Finance Staff (Financial Bureau PPK

Staff, File Verifier, Budget Verifier),

Staff of the Secretariat General of

the MPR RI (application users). All

interviews were used by zoom

cloud meeting (FGD).

2. Documentation. In this method,

data collection is carried out using

existing documents, such as

research journals and articles

related to the application of e-

government, which are recorded to

improve the existing data from the

interviews.

3. Observation. In this study, the

researchers' statements were

collected by reviewing or directly

visiting the Secretariat General of

the People's Consultative Assembly

of the Republic of Indonesia,

especially the Finance Bureau.

RESULTS AND DISCUSSION

Telecommunication Infrastructure

The SINTAG application as an e-

government telecommunications

infrastructure has been running well for

one year of its implementation. Evident

from several opinions which are satisfied

with the SINTAG application. The

telecommunication element emphasized

here is the tracking of the file's position,

which is indirectly the result of the

interaction of the administrator, file verifier,

treasurer, and budget verifier. In addition,

the amount of the budget that has been

absorbed has also fulfilled these elements.

However, there are still some obstacles in

its application, such as some users' need for

more understanding. One of the factors is

the appearance of the SINTAG application,

which is considered less user-friendly or

confusing. In the future, SINTAG will need

to develop related to the main display and

features that can help other work.

In addition to being the main

foundation and one of the conditions for

accelerating digital transformation,

telecommunication infrastructure is also a

driver of digital economic growth. The

arrangement of telecommunications

infrastructure requires stakeholder synergy

to realize the national

economy.

Telecommunications

infrastructure

is a physical structure that

forms the basis of communication

networks and supports long-distance

communication activities.

Telecommunications infrastructure itself

consists of two words; infrastructure and

telecommunications.

Infrastructure means buildings, and

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telecommunications means transmitting

information in pictures, writings, signs, or

signals from one party without restrictions.

The crucial meaning of communication is to

convey ideas or ideas so that others can

understand them. Humans need

telecommunications to convey and receive

messages over long distances. However,

humans have limited time and distance,

creating technology to extend their

abilities. Therefore, telecommunication

infrastructure has an essential meaning in

communication activities that connect the

sender and receiver of messages without

any distance and time limitations.

Telecommunication infrastructure in the

international world is closely related to

globalization. Globalization resulting from

the development of telecommunications is

capable of revolutionizing international

communication. Such as the convergence

of media, television, computers, and the

media industry, where much information is

digitally connected. In essence, the

operation of telecommunications is

defined as an effort to strengthen national

unity, facilitate the activities of the

government of a country, promote

economic activities, support the creation of

development goals, and establish good

relations with various countries.

Level of Connectivity and Use of IT by

Government

After observing several interviews, the

level of connectivity and use of IT still needs

to be improved and developed, especially

in overcoming network errors and ease of

access—opinion Indrajit (2005:8) related to

the level of connectivity and used IT. By

observing the extent to which the current

government has utilized various

information technologies in assisting daily

activities, it will be seen how far their

readiness to apply the concept of e-

government will increase. Moreover,

development needs to be done. Networks

and ease of access are essential in

implementing e-government because they

can be a factor in the effectiveness of an

information technology system.

Implementing e-government can be

adequately achieved. For this reason, to

overcome obstacles such as network errors

and ease of access, building or creating a

data centre or data server specifically for e-

government must remain stable because

the centre is no longer the server computer,

the data server. Furthermore, the owned

capacity will be even more significant

because the limited capacity will cause

access to take longer due to the lack of free

space to access this application for an

extended time. Of course, with the

establishment of this server data centre, it

is necessary to have server officers who

have competencies related to information

technology to overcome network error

problem’s goal quickly.

Information technology is a tool (tools)

in communicating and increasing

knowledge in this era of globalization and

the information age. Mastery of

information technology in this era has

become a necessity. More specifically for

institutions, including the need to facilitate

service administration work in government.

Public services provided by government

agencies (Central, Provincial Government,

Regency, City, and District) to the

community manifest the state apparatus's

function as a public servant. In terms of

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regional autonomy, the function of public

services is one of the focuses of attention

in improving the performance of local

government agencies. Performance

improvement can be made through the

facilities used, one of which is utilizing the

development of Information and

Communication Technology (ICT).

Information technology is needed to

solve the problems faced by society. The

use of information and communication

technology (ICT) in public services can

increase employee productivity in

providing services to the community. The

role of information technology in public

services is likely to increase work

productivity with a high level of accuracy,

speed, and convenience. The use of

information technology then produces new

relationships such as G2C (government to

citizen), G2B (government to business), and

G2G (government to government). The

public's demands for good governance are

very urgent to be implemented by the

apparatus. One solution that is needed is

integrating the government administration

system through an online network between

government agencies, both central and

regional, to access all information data,

especially those related to public services.

Readiness of Human Resources in

Government

An essential aspect in developing eGov

in Indonesia is skilled human resources in

the field of information technology (e-

Skills) and competence in implementing

electronic-based service concepts. Several

previous studies have focused on the

availability of e-Skills. They have yet to pay

attention to how these e-Skills contribute

to eGov, so it is necessary to study further

how to increase the role of e-Skills so that

they can accelerate development in

Indonesia. The e-Skills needed are not only

at the technical level but also various

aspects related to the skills needed to

encourage the implementation of eGov.

The Indonesian National Work

Competency Standardization System

(SKKNI) is an arrangement of linkages

between components of national work

competency standardization that is

comprehensive and synergistic to achieve

the goal of standardizing national work

competencies in Indonesia. The Indonesian

National Work Competency Standard,

abbreviated as SKKNI, is a workability

formulation that includes aspects of

knowledge, skills, and expertise, as well as

work attitudes that are relevant to the

implementation of duties and job

requirements stipulated under the

provisions of the legislation.

HR's readiness to implement SINTAG

at the Secretariat General of the MPR RI has

been said to be good. However, some

obstacles exist, such as some employees

needing more understanding, so they tend

to be reluctant to use this application. If this

happens, the effectiveness of an

information technology system, in this

case, SINTAG, cannot be achieved because

some users still need to fully utilize it,

especially users or users from the external

Finance Bureau. Therefore, further

socialization or counselling related to the

procedures for using this application needs

to be carried out. Then employee training

on understanding the technological era

also needs to be carried out so that the HR

in the Secretariat General of the MPR RI can

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follow and adjust existing developments.

Availability of Funds and Budget

From the interview results, funds, and

budget, the availability of funds and

funding is sufficient and strongly

supported by the Budget User Authority. In

addition to the availability of application

procurement funds, the Secretariat General

of the MPR RI also holds a budget for

developing the SINTAG application every

year. The availability of sufficient funds and

funding for changes during this application

needs to be considered. Because in

government, the budgeting plan is carried

out for one-year, careful planning

regarding the budget for this application is

needed so that there are no obstacles.

Presidential Instruction (Inpres) No. 3

of 2003 concerning national policies and

strategies for the development of E-

government makes e-government very

feasible to be implemented as a form of

support for the development of services to

the community. Changing from a

conventional model to e-government

certainly has its challenges, especially to

start. The government often needs

clarification about where to start because

of the lack of human and natural resources.

However, initial steps must be taken

immediately, for example, showing

regional tourism potential, general

information related to the government

(photo and name of the governor, office

addresses), and commercial information

such as chili prices today. In addition,

educational information is also vital to

convey, such as study hours, school profiles

in certain districts, and other educational

information.

Legal Tool

The legal instruments used as the basis

for implementing e-government through

SINTAG at the Secretariat General of the

MPR RI are still in the form of circulars. Only

by using the circular can this application

run well but not optimally. So, there is a

need for more vital legal instruments such

as the Secretary General's Regulation or the

like to regulate the mechanism for

implementing SINTAG to run in a

conducive manner. Of course, in these legal

instruments, it is necessary to have an SOP

for SINTAG, which contains procedures for

use, time limits for processing, and a factual

basis for using this application. Legal solid

instruments are also needed to regulate the

use of this application so that there is a

basis for employees required to use it. D.6.

A paradigm shifts in e-government, the

essence of the paradigm is a change in the

basic assumptions where there is a change

in management that requires a desire to

change the paradigm and way of thinking.

Paradigm change refers to the need for

self-awareness to change working,

behaving, and daily habits. Paradigm

change can be one of the factors in

implementing good governance because it

is dynamic and refers to current

developments. Thus, the application of e-

government in a government agency is

needed.

Based on the interviews with several

sources, it is known that the paradigm shifts

at the Secretariat General of the MPR RI had

a good impact on supporting employee

performance. Supporting performance

here, employees get convenience in

tracking files and recapitulating billing

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data. In addition, a neat and complete

recap of billing data also supports the

version for reporting finances at the end of

the year faster before using SINTAG. The

problem is related to several other

components, such as connectivity and the

use of IT. Some employees are still reluctant

to use this application because they need

help understanding its use. Then in terms

of infrastructure, the appearance of this

application also needs to be changed so

that ordinary users more easily understand

it.

Moreover, the last obstacle is that the

legal instruments used are not vital, and

there are no regulations that require

employees to use this application. So, it is

undeniable that there are still employees

who think this application needs to be

more influential in a financial filing.

Therefore, readiness in all fields also needs

to support a paradigm shift.

Dilemma e-government in Indonesia

The dilemma when talking about what

is an obstacle to an e-government

implementation, especially in the current

situation, namely the existence of covid 19

which requires people to maintain distance

and fast public services. This digital gap is

caused by the distribution gap of internet

access, the unequal distribution of digital

infrastructure, the lack of funds due to the

high cost of digital infrastructure or what is

worse, the human resources themselves are

not ready to face the demands of the digital

world. We do not deny that there is a digital

divide in various regions or city/district

government agencies. This digital gap can

be seen from one of the factors, namely

whether or not internet access is evenly

distributed and the extent of local people's

knowledge regarding digital use. Among

these gaps, sometimes we feel irritated

when a digital-based service that can be

said to be of good quality is in a

government agency, but the gap comes

from the humans themselves who have not

been able to make good use of their digital

infrastructure. Therefore, the government

needs more attention to monitor the ability

of human resources or ASN to be more

consistent with e-government based

services. If the HR capabilities are still not

able to utilize the e-government system

properly, then the funds spent will be in

vain. Besides digital infrastructure funding,

there are things that are more urgent than

that, namely repairing damaged roads in

the area which of course gives direct

satisfaction to the community rather than

pouring digital infrastructure funds to the

readiness of its human resources itself is

low or has not been able to implement e

governance over e-government.

The existence of this regional

autonomy policy has consequences in the

administration of government. The

advantages and disadvantages of regional

autonomy are that politically the existence

of regional autonomy is a step towards

democracy because the government can

become closer to its people so that it can

make people feel more about the existence

of the government. In addition to political

consequences, there are also economic

consequences, namely decentralization is

expected to create community innovation

and motivate people to be more

productive. But unfortunately, in reality

there are negative impacts brought about

by the decentralization policy.

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Decentralization in the form of regional

autonomy has also become a source of

people's injustice due to many local

governments acting arbitrarily and abusing

their powers. As a result, the standard of

living of the people has not been able to

increase as expected. This could be a real

example of the problem of good

governance in Indonesia. With corruption

and abuse of office above seem to be the

main problems of good governance in

Indonesia, finding people with high

integrity seems to be a challenge in itself.

Choosing a state apparatus that has

superior and noble character will of course

have a positive impact on the

administration of the state with good

governance. If corruption and abuse of

office still exist, it is almost impossible for

good governance to be implemented in

our country.

As an effort to realize good

governance in Indonesia, taking preventive

and countermeasures can be our collective

effort. Prevention can be done by

guaranteeing legal certainty to create open

government. This guarantee is given as a

public right, such as the right to observe

the behavior of officials, the right to access

information, the right to participate in

policy making and the right to file an

objection if the three previous rights are

not fulfilled. In addition, countermeasures

can be made by ensuring that violators of

the rules receive appropriate punishment,

regardless of whether the person is a

certain official or a member of a certain

group. Thus the discussion this time about

the problem of good governance in

Indonesia. By understanding the existing

problems, it is hoped that together we can

find the best solution for the realization of

good governance for clean government

and the welfare of the people.

CONCLUSIONS

From the results of the discussion and

a series of analyses carried out at the

Secretariat General of the MPR RI, it is

concluded that the implementation of e-

government through the Billing Control

Information System (SINTAG) at the

Secretariat General of the MPR RI has not

run optimally. There are still several

obstacles in the government's readiness

component for implementing e-

government. The problem that often occurs

is the Connectivity Level component and

the use of IT, where system errors still

happen, resulting in delayed work. Indeed,

needs to reflect one of the goals of

implementing e-government, namely fast

and efficient. In addition, using networks

that are still local / LAN is also one of the

factors that SINTAG still needs to be

optimally implemented as an e-

government. Access is still limited; it can

only be accessed at the office, while outside

the SINTAG cannot. Another factor is the

HR Readiness component in implementing

SINTAG. Some employees need to

understand and have sufficient

competence in implementing SINTAG, thus

making SINTAG not feel its full role and

benefits. It was also related to the Legal

Apparatus component, where there is a

need for legal instruments that regulate the

mechanism of use, such as SOPs, officers,

and other things that can control the

implementation of SINTAG so that it runs

well and effectively. Therefore, making legal

instruments such as the Secretary General's

741  |  Implementation  E-Government  In  Supporting  Of  Online-Based  Service  Quality  And 
Accessibility 
 
Regulation is necessary. Apart  from these 
four components, the Availability of Funds 
and  Budget  and  Paradigm  Changes  have 
been assessed as suitable. 
 
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