Implementing a Village Information System for Digital Public Service Delivery: Experience from Tongke-Tongke Village
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Abstract
Village governments increasingly adopt digital systems, yet online availability does not guarantee inclusive use. This study examines the implementation of the Village Information System (SID) self-service module in Tongke-Tongke Village, Sinjai Regency, South Sulawesi. A descriptive qualitative case study drew on semi-structured interviews with eight informants, non-participant observation, and document review. Findings were organized around communication, resources, disposition, and bureaucratic structure. Information was shared through the village website, Facebook, banners, WhatsApp, and direct contact, but did not reach all residents. Equipment and funding were available, while formal training was concentrated on the system operator and server interruptions occurred. Officials were generally responsive, although no dedicated standard operating procedure governed digital services. Administrative records documented 138 uses across five service categories, not a verified count of unique users. SID therefore provides an additional service channel, while uneven awareness, skills, and institutional routines limit inclusive use. Without before-and-after comparisons, causal improvements in service quality cannot be established.
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