Mental Health Accessibility Through E-Government Initiatives: The Case of Jakarta Helni Sadid Parassa (1) Yusup Lintang Cahyo Andrian Putro (2) Fadri Arisandi (3)
Public Administration Universitas Terbuka
Abstract
This study examined the implementation of digital mental health services through the E-Jiwa application in DKI Jakarta as a step toward inclusive and responsive public service innovation. The research aimed to assess the accessibility and effectiveness of e-government-based mental health services and to identify challenges in their adoption. Using a qualitative approach, data were collected through interviews with health workers, field observations, and secondary data analysis from the DKI Jakarta Health Office.The findings showed that E-Jiwa remained at an early stage of development. Although the system was available, it was not yet fully integrated with the national health information system, resulting in data fragmentation and administrative inefficiencies. Accessibility gaps persisted due to an imbalance between the number of health workers and patients at community health centers and low levels of digital literacy among users. The study also revealed that public acceptance of E-Jiwa was influenced by perceived usefulness and ease of use, which were still limited. The results indicated that digital technology could complement, but not replace, face-to-face mental health services. Strengthening referral systems, improving administrative efficiency, and promoting digital literacy were identified as essential strategies. The study suggested increasing the number of health workers, integrating digital systems, and enhancing community outreach through cross-sector collaboration. Overall, the digital transformation of mental health services in DKI Jakarta progressed in a positive direction but required stronger institutional readiness and evidence-based policy to ensure equitable access and sustainable outcomes.
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Topic: Building Adaptive and Digitally-Enabled Public Administrations for Responsive Governance (Adaptive Governance- Digital Public Administration- Responsive Public Service Delivery)
