Evaluation of the Online Single Submission Service at the Investment and One-Stop Integrated Services Office in Bantaeng Regency, Indonesia

Abstract

This study evaluates the Online Single Submission (OSS) Service Innovation Program implemented by the Investment and One-Stop Integrated Services Office (DPMPTSP) in Bantaeng Regency, Indonesia. The OSS program aims to streamline business licensing processes and improve service accessibility through digitalization. Using the CIPP (Context, Input, Process, Product) evaluation model, this research assesses the program's effectiveness across key dimensions. The findings reveal that while the OSS program has successfully simplified licensing procedures, its impact is limited by users' lack of digital literacy. The DPMPTSP demonstrates commitment to affordability and transparency, but challenges persist in infrastructure, outreach, and capacity building. The evaluation highlights the need for targeted digital literacy programs, user support, and staff training to optimize service quality. Recommendations include upgrading technology, enhancing information transparency, and conducting regular user satisfaction surveys. By addressing these areas, the DPMPTSP can elevate the OSS program's effectiveness, foster a conducive business environment, and promote economic growth in the region. This study contributes to the broader discourse on e-governance and service innovation in developing economies, offering insights for policymakers and practitioners seeking to enhance public service delivery through digital transformation.