Bridging the Gaps: An In-depth Examination of e-Government Interoperability for Public Service Enhancement – A Case Study on Family Health Data in Yogyakarta

Digital transformation in public services presents significant interoperability challenges, particularly in the healthcare sector. In Indonesia, strengthening ICT-based systems, such as the Family Health (KESGA) Application, requires an in-depth understanding of the factors influencing integration across government levels. This study analyzes e-government interoperability through a case study of the KESGA system in Yogyakarta using a mixed-methods approach. Quantitative data from 96 respondents were analyzed using PLS-SEM, while qualitative data were collected through interviews with 12 key informants. Results indicate that performance expectancy, effort expectancy, facilitating conditions, perceived risk, and organizational processes have a significant impact on user attitudes and behavioral intentions, which in turn influence system interoperability and decision-making. Conversely, social influence, organizational structure, and culture show no significant effect. Qualitative insights highlight user experience and functionality as key drivers of adoption. This study extends the UMEGA model by integrating ICT4D perspectives and emphasizing user-centered strategies for digital interoperability.