Technology-based public services: A case study of the Online Single Submission (OSS) system in business licensing

Abstract

Digitalization of public services has become an important part of bureaucratic reform in Indonesia, with the goal of improving efficiency, transparency, and accountability in various sectors, including business licensing. One of the key steps taken by the government is the implementation of the Online Single Submission (OSS) system, a digital platform that allows business licensing processes to be carried out more quickly and in an integrated manner. This study aims to assess the effectiveness of the OSS implementation in business licensing and identify the challenges and opportunities in its application. Using a case study approach, the research explores various aspects of the OSS system, including its operational mechanism, impact on the business sector, and the challenges faced at both national and regional levels. The results show that the OSS system has significantly accelerated the licensing process, reduced bureaucratic complexities, and improved transparency by documenting all stages of the licensing process digitally. However, challenges remain, such as unequal access to technology across regions and the limited digital literacy of micro, small, and medium business owners. To address these issues, the government needs to continue expanding IT infrastructure and promoting digital literacy. In the long term, OSS is expected to be a key driver of bureaucratic reform, enhancing national economic competitiveness and improving public service delivery