Andi Nur Pratiwi Fatmala 

Public Administration Department, Faculty of Social and Political Sciences, Mulawarman University, Samarinda, East Kalimantan, Indonesia 

Desie Andreastuti 

Public Administration Department, Faculty of Social and Political Sciences, Mulawarman University, Samarinda, East Kalimantan, Indonesia  

Wheny Khristianto  

Business Administration Department, Faculty of Social and Political Sciences, University of Jember, Jember, East Java, Indonesia 

Panca Oktawirani 

Travel Business Department, Faculty of Social and Political Sciences, University of Jember, Jember, East Java, Indonesia 

Edy Wahyudi 

Business Administration Department, Faculty of Social and Political Sciences, University of Jember, Jember, East Java, Indonesia 

Dina Suryawati 

Public Administration Department, Faculty of Social and Political Sciences, University of Jember, Jember, East Java, Indonesia 

DOI: 

ABSTRACT 

This study explores the transformation of public services in Samarinda through the Loa Bakung Digital Sub-District and the Santer application as a local innovation in digital governance. Employing a qualitative descriptive approach, data were gathered through interviews, observations, and document analysis, and analyzed using an interactive model of data reduction, display, and conclusion drawing. The findings reveal that the Santer application has enhanced accessibility by reducing physical barriers, improved efficiency by shortening processing times, and strengthened transparency through digital tracking and standardized procedures, all of which contribute to greater citizen trust in local government. Nevertheless, challenges remain in terms of unequal digital literacy, limited infrastructure, and sustaining institutional capacity. The study concludes that digital transformation at the sub-district level can bridge the gap between empirical realities (das sein) and normative expectations (das sollen) of good governance, highlighting the importance of inclusive and citizen-centered design. Future research is recommended to conduct comparative and quantitative studies to assess broader impacts and explore strategies to overcome digital inequality, ensuring that digital innovations contribute to long-term governance reform in Indonesia.   

Keywords: Digital Public Services, Santer Application, Samarinda