Tata Kelola Akuntabilitas Dan Kinerja Layanan Publik Di Era Co-Governance Digital

Abstract

The transformation of public services enters the era of digital co-governance, when governments, citizens, communities, and the private sector collaborate through online platforms to design, implement, and evaluate services. However, empirical evidence linking digital co-governance practices to accountability and its impact on service performance at the local government level is still limited. This study aims to: (1) measure the level of digital co-governance through the Digital Co-Governance Index (CGD) which includes transparency, meaningful participation, cross-actor coordination, and data integrity/security; (2) test the influence of CGD on accountability; (3) assess the role of accountability mediation on service performance; and (4) formulate operational recommendations. A sequential mixed methods design (QUAN→QUAL) was used: citizen surveys and ASN/front-office were analyzed with SEM-PLS, then deepened through case studies and interviews on population administration services (Disdukcapil) and integrated licensing (DPMPTSP) of North Gorontalo Regency.  The results showed that the four dimensions of CGD had a positive effect on accountability, and accountability had a positive effect on service performance (timeliness/SLA, complaint resolution, satisfaction). The effect of CGD on performance mainly occurs through accountability (dominant mediation), with variation across channels (stronger impact on online channels) and between service units. Theoretically, these findings affirm accountability as a key mechanism that bridges digital collaboration and service performance. Practically, the study recommends that the operational accountability architecture of each complaint be a dueling ticket with the person in charge, audit trail, and public status supported by reliable data governance and feedback loops that are integrated into SOP improvements.