FROM VIRAL-BASED GOVERNANCE TO DIGITAL PUBLIC VALUE GOVERNANCE: A MANAGEMENT MODEL FOR CITIZEN REPORTING, REAL-TIME DATA, AND PUBLIC TRUST IN LOCAL GOVERNMENT SERVICES

Abstract

Digital transformation in local government services is expected to accelerate responses to citizens’ problems, strengthen transparency, improve accountability, and build public trust. However, in practice, various public issues such as damaged roads, clogged drainage, unmanaged waste, neglected public facilities, vulnerable citizens who remain unassisted, and outdated population data often receive attention only after becoming viral on social media. This phenomenon indicates the emergence of viral-based governance, namely a pattern of public service response that is more sensitive to viral pressure than to an integrated formal reporting system. This article aims to formulate a Digital Public Value Governance model for local government services based on citizen reporting, real-time data, and public trust. This study employs a conceptual qualitative approach through a narrative review of recent literature, policy document analysis, and contextual synthesis of digital public service practices, e-government, citizen complaint channels, and public trust. The findings show that local government digitalization should not be measured merely by the number of applications, websites, dashboards, or social media channels, but by its ability to solve citizens’ real problems in a fast, measurable, transparent, inclusive, and accountable manner. This article proposes a model based on seven pillars: accessible citizen reporting, RT/RW as micro-level data nodes, real-time dashboards, cross-agency response, transparent follow-up, digital inclusion, and public trust. The contribution of this article lies in interpreting local government digitalization not as an application project, but as a public value management system oriented toward solving citizens’ real problems before they become viral.