The Role of Public Policy in Building Public Trust in the Digital Era: A Case of Digital Transformation in Indonesia

Digital transformation has become a crucial pillar in the reform of governance in Indonesia, with digital public policies such as the Electronic-Based Government System (SPBE), SP4N-LAPOR!, e-Procurement, and One Data Indonesia designed to enhance transparency, accountability, and the efficiency of public services. This study aims to examine the role of public policy in fostering public trust in the digital era, particularly within the context of challenges related to digital literacy, infrastructure limitations, and personal data protection. Employing a descriptive-qualitative approach through in-depth interviews, document analysis, and observation, the findings reveal that information transparency (score 3.8) and service responsiveness (3.7) have strengthened governmental legitimacy. Nevertheless, cross-sectoral integration (3.2), citizens’ digital literacy (3.4), and data protection (3.2) remain critical obstacles. The results highlight that public trust is not solely determined by technological innovation but also by consistent regulatory enforcement, equitable infrastructure distribution, and robust data security measures. This research contributes both conceptually and practically to understanding the nexus between digital public policy and public trust, while also recommending collaborative strategies to advance inclusive, transparent, and sustainable digital governance in Indonesia.