Innovation Role in Public Service Effectiveness: Evidence From Indonesian State Electricity Company

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Implementation of a hybrid model significantly improves public service effectiveness through innovation, including digital methods.
Findings show enhanced public satisfaction and accelerated service processes due to innovation in communication strategies.
Qualitative design using in-depth interviews reveals unique challenges faced by public sector organizations in Indonesia.
Transformation of services highlights the importance of local stakeholder collaboration and continuous innovation culture.

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Qualitative analysis reveals innovation enhances public service effectiveness, indicating strategies for developing countries.

Hutahayan et al. (2025) studied this question.

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