PUBLIC SERVICE ETHICS IN THE ONLINE QUEUE SYSTEM AT THE PUBLIC SERVICE MALL OF BONE BOLANGO REGENCY: AN ANALYSIS OF SERVICE EQUITY AND ACCESSIBILITY

Abstract

This study examines public service ethics in the implementation of an online queuing system, focusing on the aspects of fairness and service accessibility at the Bone Bolango Regency Public Service Center. The background of this study is rooted in the development of information technology, which has driven the transformation of public services toward a digital model to enhance the effectiveness, efficiency, and transparency of services provided to the public. The objective of this study is to analyze how the implementation of the online queuing system in public service is viewed from the perspective of public service ethics, particularly regarding equitable access to services. This study employs a qualitative approach using the library research method. Data were obtained from various literature sources, such as scientific journals, books, and articles relevant to the topic of digital public service. Data analysis was conducted using the Miles and Huberman model, which includes data reduction, data presentation, and drawing conclusions, and is supported by the SERVQUAL theory, which covers the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results of the study indicate that online queuing systems can improve the quality of public services through ease of access, time efficiency, and certainty of service schedules. However, their implementation still faces challenges in the form of system disruptions, limited internet infrastructure, and low digital literacy among the public, which result in suboptimal accessibility.