E-Government Service Management System (E-GovService) to Improve Local e-Government Using DevOps Approach

The Electronic-Based Government System is an Indonesian government framework utilizing technology to improve governance, public services, and community participation, aiming for transparency and accountability. However, the Indonesian e-government faces complex challenges like balancing service provision, information security, integration, e-readiness, unemployment, data interchange regulation, and plastic waste management. Previous studies struggled to overcome the e-government problem, evaluating maturity, capabilities, implementation gap, and developing strategies for ICT HR competencies, but still no satisfactory result. This study aims at two things: (1) to develop an e-Government Service Management System (e-GovService) using DevOps, (2) to identify challenges and critical factors for the development of e-Government Service Management with a Multi-Criteria Decision Making (MCDM) approach. Limited research has been explored on the e-Government Service Management System in Indonesia and the benefits of DevOps in the e-Government development process, which combines traditional software engineering roles and improves communication, automation, continuous feedback, and collaboration. The results of this research are e-government challenges and critical factors that influence the e-government's successful implementation. This research contributes significantly to identifying e-Government challenges with MCDM.