Bridging Digital Policy and Public Service Delivery: Evidence from the State Museum of South Sumatra
DOI:
https://doi.org/10.31849/joels.35623Keywords:
Museum Digitalization, Policy Implementation, Public Administration, Public Service QualityAbstract
Museum digitalization represents an essential component of public service transformation, aimed at improving information accessibility and service quality. This study examines the implementation of museum digitalization policies at the South Sumatra State Museum and identifies the factors influencing their effectiveness. A descriptive qualitative approach was employed, with data collected through field observations and document analysis. The study adopted George C. Edward III's policy implementation framework, encompassing four key dimensions: communication, resources, implementer disposition, and bureaucratic structure. The findings reveal that digitalization initiatives have been introduced through digital platforms for information dissemination, promotion, and supplementary services, although their implementation remains suboptimal. Inconsistent policy communication has resulted in uneven understanding among museum staff and visitors. Limited technological competencies and inadequate financial resources further constrain implementation. Despite generally positive attitudes among staff, varying levels of technical readiness undermine implementation consistency. Moreover, unclear responsibilities and fragmented bureaucratic coordination hinder policy effectiveness. These findings highlight that successful museum digitalization depends not only on technological adoption but also on organizational readiness, institutional capacity, and effective governance. Strengthening staff competencies, ensuring adequate financial support, improving interdepartmental coordination, and establishing sustained policy communication are therefore essential achieving more effective, inclusive, and responsive museum public services.
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