Social Science and Human Research Bulletin

This study aims to analyze the strategies for inclusive public service delivery and service accessibility for older adults in the digitalization era at the Kwadungan District Office, Ngawi Regency. A qualitative descriptive approach was employed to explore how public services accommodate the needs of older adults. The informants included the Head of the District, the District Secretary, the Head of the Public Service Section, digital service operators, and older adults as service users. Data were collected through observation, in-depth interviews, and documentation, then analyzed using an interactive model involving data reduction, data display, and conclusion drawing. Data validity was ensured through source and technique triangulation. The findings reveal that inclusivity has been promoted through public consultation forums, community participation, collaboration with village governments, special assistance, equal treatment, non-discriminatory practices, and accountability mechanisms involving complaints, feedback, and information transparency. Service accessibility has also improved through age-friendly facilities, priority services, clear communication, assistance with digital services, and flexible service delivery. However, challenges remain, including limited digital literacy, declining physical abilities, mobility constraints, and inadequate facilities for older adults and persons with disabilities. The study concludes that public services in Kwadungan District have become more inclusive and adaptive, although continuous improvements in digital literacy, service infrastructure, and human-centered innovations are needed to ensure accessible, equitable, and high-quality public services for older adults.

public service, inclusivity, accessibility, digitalization, older adults

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