QUALITATIVE ANALYSIS OF DIGITAL ADMINISTRATION AS AN OBSTACLE TO ACCESS TO APPLICATION-BASED PUBLIC SERVICES IN VULNERABLE GROUPS IN SIDOARJO REGENCY

Objective: This study aims to study the role of digital administrative burden as a factor limiting vulnerable groups' access to application-based public services in Sidoarjo Regency. Method: The study uses qualitative case study methods to collect data from local governments and vulnerable community groups, analyzing the findings. Results: Digital public services in Sidoarjo Regency cause a learning burden, compliance burden, and administrative psychological burden for vulnerable groups. The findings show that application-based services still do not reach every level of society equally. Novelty: This study highlights the importance of creating digital public service policies sensitive to user diversity, simplifying procedures, offering hybrid service schemes, and increasing support for vulnerable groups to prevent further marginalization in the era of digital governance.