In recent years, information technology and social media has developed very rapidly and has had an impact on government services to the public. Social media technology is used hugely by several developing countries to provide services, information and promote information disclosure in its government to improve its performance. This study aims to build role of social media technology concept as a public service delivery facilitator to the public. Furthermore, it discusses the potential impact of social media use on government culture. To achieve the goal, this study combines two theories, namely government public value theory and green smart city with four variables, namely quality of public services, user orientation, openness, and greenness. These variables are used as the foundation for data collection through in-depth interviews and group discussion forums. In-depth interviews are utilized as data search and direct observation. The informants consist of several government elements, including heads of regional apparatus organizations, heads of public service malls and Palembang city government employees. The study revealed that the Palembang government has several social media-based public services that have quality of services, user-orientation, openness, and environmental friendliness.

1. Al-Oraiqat, A. M., Ulichev, O. S., Meleshko, Y. V., et al. (2021). Modeling strategies for information influence dissemination in social networks. Journal of Ambient Intelligence and Humanized Computing, 13(5), 2463–2477. https://doi.org/10.1007/s12652-021-03364-w
2. Aliguliyev, R. M., & Iskandarli, G. Y. (2022). Measuring citizen satisfaction with e-government services by using sentiment analysis technology. International Journal of Electronic Governance, 14(4), 479. https://doi.org/10.1504/ijeg.2022.129304
3. Almaiah, M. A., & Nasereddin, Y. (2020). Factors influencing the adoption of e-government services among Jordanian citizens. Electronic Government, an International Journal, 16(3), 236. https://doi.org/10.1504/eg.2020.108453
4. Almarabeh, T., & AbuAli, A. (2010). A general framework for e-government: definition maturity challenges, opportunities, and success. European Journal of Scientific Research, 39(1), 29–42.
5. Al-Sakran, H. O., & Alsudairi, M. A. (2021). Usability and Accessibility Assessment of Saudi Arabia Mobile E-Government Websites. IEEE Access, 9, 48254–48275. https://doi.org/10.1109/access.2021.3068917
6. Anand, A., Patel, R., & Rajeswari, D. (2022). A Comprehensive Synchronization by Deriving Fluent Pipeline and Web Scraping through Social Media for Emergency Services. In: Proceeding of the 2022 International Conference on Advances in Computing, Communication and Applied Informatics (ACCAI). https://doi.org/10.1109/accai53970.2022.9752629
7. Ansari, B., Barati, M., & Martin, E. G. (2022). Enhancing the usability and usefulness of open government data: A comprehensive review of the state of open government data visualization research. Government Information Quarterly, 39(1), 101657. https://doi.org/10.1016/j.giq.2021.101657
8. Antoni, D., Bidar, A., Herdiansyah, M. I., et al. (2017). Critical factors of transparency and trust for evaluating e-government services for the poor. In: Proceeding of the Second International Conference on Informatics and Computing (ICIC). https://doi.org/10.1109/iac.2017.8280612
9. APJII. (2022). Profil Internet Indonesia 2022. Available online: https://apjii.or.id/gudang-data/hasil-survei (accessed on 14 January 2023).
10. Ariana, S., Azim, C., & Antoni, D. (2020). Clustering of ICT human resources capacity in the implementation of E-government in expansion area: A case study from Pali regency. Cogent Business & Management, 7(1), 1754103. https://doi.org/10.1080/23311975.2020.1754103
11. Babaoglu, C., & Akman, E. (2022). Participation with Social Media. In: Research Anthology on Citizen Engagement and Activism for Social Change. IGI Global. pp. 104–125. https://doi.org/10.4018/978-1-6684-3706-3.ch006
12. Bertot, J. C., Jaeger, P. T., & Grimes, J. M. (2010). Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools for societies. Government Information Quarterly, 27(3), 264–271. https://doi.org/10.1016/j.giq.2010.03.001
13. Bertot, J. C., Jaeger, P. T., & Hansen, D. (2012). The impact of polices on government social media usage: Issues, challenges, and recommendations. Government Information Quarterly, 29(1), 30–40. https://doi.org/10.1016/j.giq.2011.04.004
14. Bonfanti, M. E., & Stefanucci, P. (2018). Exploring the new frontiers of security privatisation: Web-based social networking services and their challenging contribution to foster security and public safety. In: Security Privatization: How Non-security-related Private Businesses Shape Security Governance. Springer International Publishing, 249–273.
15. Brajawidagda, U., & Chatfield, A. T. (2014). Roles of social media in open data environments: A case study of the 2014 Indonesian presidential election voting results. Research Online.
16. Budz, S., & Starosta, K. D. (2018). Opportunities and Challenges of the Relationship between Quality of Services and Social Media. Romanian Economic Journal, 20(68).
17. Badan Pusat Statistik Kota Palembang. (2020). Poverty Profile of Palembang City March 2020. Available online: https://palembangkota.bps.go.id/pressrelease/2021/01/08/851/persentase-penduduk-miskin-kota-palembang-pada-maret-2020-sebesar-10-89-persen.html (accessed on 09 June 2021).
18. Badan Pusat Statistik Kota Palembang. (2021). Palembang City in Figures 2021. BPS Kota Palembang. Available online: https://palembangkota.bps.go.id/publication/2021/02/26/9d0512b1e001072a24e283ed/kota-palembang-dalam-angka-2021.html (accessed on 09 June 2021).
19. Badan Pusat Statistik Kota Palembang. (2024). Palembang Municipality in Figures 2024. Available online: https://palembangkota.bps.go.id/publication/2024/02/28/702ae9d73820455339723f03/kota-palembang-dalam-angka-2024.html (accessed on 08 March 2024).
20. Badan Pusat Statistik Provinsi Sumatera Selatan. (2021). Village Potential Statistics of South Sumatra Province 2021. Available online: https://sumsel.bps.go.id/publication/2022/04/11/de7f5b9c8bbfd6944aff3b6e/statistik-potensi-desa-provinsi-sumatera-selatan-2021.html (accessed on 11 June 2021).
21. Carlo Bertot, J., Jaeger, P. T., & Grimes, J. M. (2012). Promoting transparency and accountability through ICTs, social media, and collaborative e‐government. Transforming Government: People, Process and Policy, 6(1), 78–91. https://doi.org/10.1108/17506161211214831
22. Cervi, L., Tejedor Calvo, S., & Robledo-Dioses, K. (2022). Digital communication and city: Analysis of the websites of the most visited cities in the world in the Covid-19 era. Revista Latina de Comunicación Social, 81, 81–108. https://doi.org/10.4185/rlcs-2023-1845
23. Chaerowati, D. L., & Ibrahim, I. S. (2019). Utilization of information technology for sustainable rural development. Journal of Physics: Conference Series, 1375(1), 012058. https://doi.org/10.1088/1742-6596/1375/1/012058
24. Charliyan, A. (2023). Development Of Electronic Governance Based Regional Government Management. Jurnal Multidisiplin Sahombu, 3(01), 54–60. https://doi.org/10.58471/jms.v3i01.1734
25. Chun, S. A., & Luna Reyes, L. F. (2012). Social media in government. Government Information Quarterly, 29(4), 441–445. https://doi.org/10.1016/j.giq.2012.07.003
26. Criado, J. I., Sandoval-Almazan, R., & Gil-Garcia, J. R. (2013). Government innovation through social media. Government Information Quarterly, 30(4), 319–326. https://doi.org/10.1016/j.giq.2013.10.003
27. Criado, J. I., & Villodre, J. (2020). Delivering public services through social media in European local governments. An interpretative framework using semantic algorithms. Local Government Studies, 47(2), 253–275. https://doi.org/10.1080/03003930.2020.1729750
28. Dewi, D., Herlina, M. G., & Boetar, A. E. M. B. (2022). The effect of social media marketing on purchase intention in fashion industry. International Journal of Data and Network Science, 6(2), 355–362. https://doi.org/10.5267/j.ijdns.2022.1.002
29. Díaz-Díaz, R., & Pérez-González, D. (2016). Implementation of Social Media Concepts for e-Government. Journal of Organizational and End User Computing, 28(3), 104–121. https://doi.org/10.4018/joeuc.2016070107
30. Feeney, M. K., & Welch, E. W. (2014). Technology-Task Coupling. The American Review of Public Administration, 46(2), 162–179. https://doi.org/10.1177/0275074014547413
31. Gao, X., & Lee, J. (2017). E-government services and social media adoption: Experience of small local governments in Nebraska state. Government Information Quarterly, 34(4), 627–634. https://doi.org/10.1016/j.giq.2017.09.005
32. García-Mora, F., & Mora-Rivera, J. (2021). Exploring the impacts of Internet access on poverty: A regional analysis of rural Mexico. New Media & Society, 25(1), 26–49. https://doi.org/10.1177/14614448211000650
33. Gola, E., Meloni, F., & Porcu, R. (2018). Social media and health communication: the future of public services. In: Proceeding of the World Conference on Media and Mass Communication. https://doi.org/10.17501/medcom.2018.4106
34. Hasmawaty, H., Utami, Y. T., & Antoni, D. (2022). Building Green Smart City Capabilities in South Sumatra, Indonesia. Sustainability, 14(13), 7695. https://doi.org/10.3390/su14137695
35. Henman, P. (2020). Improving public services using artificial intelligence: possibilities, pitfalls, governance. Asia Pacific Journal of Public Administration, 42(4), 209–221. https://doi.org/10.1080/23276665.2020.1816188
36. Höttecke, D., & Allchin, D. (2020). Reconceptualizing nature‐of‐science education in the age of social media. Science Education, 104(4), 641–666. https://doi.org/10.1002/sce.21575
37. Jafar, Z., Quick, J. D., Larson, H. J., et al. (2023). Social media for public health: Reaping the benefits, mitigating the harms. Health Promotion Perspectives, 13(2), 105–112. https://doi.org/10.34172/hpp.2023.13
38. Jia, Z., Liu, M., & Shao, G. (2018). Linking government social media usage to public perceptions of government performance: An empirical study from China. Chinese Journal of Communication, 12(1), 84–101. https://doi.org/10.1080/17544750.2018.1523802
39. Jiang, H., & Tang, X. (2022). Effects of local government social media use on citizen compliance during a crisis: Evidence from the COVID‐19 crisis in China. Public Administration, 101(3), 843–864. https://doi.org/10.1111/padm.12845
40. Kaplinsky, R., & Kraemer-Mbula, E. (2022). Innovation and uneven development: The challenge for low- and middle-income economies. Research Policy, 51(2), 104394. https://doi.org/10.1016/j.respol.2021.104394
41. Karunasena, K., & Deng, H. (2012). Critical factors for evaluating the public value of e-government in Sri Lanka. Government Information Quarterly, 29(1), 76–84. https://doi.org/10.1016/j.giq.2011.04.005
42. Khan, F., Si, X., & Ullah Khan, K. (2019). Social Media Affordances and Information Sharing: An Evidence from Chinese Public Organizations. Data and Information Management, 3(3), 135–154. https://doi.org/10.2478/dim-2019-0012
43. Kumar, H., Singh, M. K., Gupta, M. P., et al. (2020). Moving towards smart cities: Solutions that lead to the Smart City Transformation Framework. Technological Forecasting and Social Change, 153, 119281. https://doi.org/10.1016/j.techfore.2018.04.024
44. Lapuente, V., & Van de Walle, S. (2020). The effects of new public management on the quality of public services. Governance, 33(3), 461–475. https://doi.org/10.1111/gove.12502
45. Lian, Y., & Dong, X. (2021). Exploring social media usage in improving public perception on workplace violence against healthcare workers. Technology in Society, 65, 101559. https://doi.org/10.1016/j.techsoc.2021.101559
46. Linders, D. (2012). From e-government to we-government: Defining a typology for citizen coproduction in the age of social media. Government Information Quarterly, 29(4), 446–454. https://doi.org/10.1016/j.giq.2012.06.003
47. Lovari, A., & Valentini, C. (2020). Public Sector Communication and social media: Opportunities and limits of current policies, activities, and practices. In: The Handbook of Public Sector Communication. Wiley Online Library. pp. 315–328. https://doi.org/10.1002/9781119263203.ch21
48. Maecker, O., Barrot, C., & Becker, J. U. (2016). The effect of social media interactions on customer relationship management. Business Research, 9(1), 133–155. https://doi.org/10.1007/s40685-016-0027-6
49. Malodia, S., Dhir, A., Mishra, M., et al. (2021). Future of e-Government: An integrated conceptual framework. Technological Forecasting and Social Change, 173, 121102. https://doi.org/10.1016/j.techfore.2021.121102
50. Manoharan, A. P., & Ingrams, A. (2018). Conceptualizing E-Government from Local Government Perspectives. State and Local Government Review, 50(1), 56–66. https://doi.org/10.1177/0160323x18763964
51. Mansoor, M. (2021). Citizens’ trust in government as a function of good governance and government agency’s provision of quality information on social media during COVID-19. Government Information Quarterly, 38(4), 101597. https://doi.org/10.1016/j.giq.2021.101597
52. Marthasari, G. I. (2021). Evaluation of provincial government web performance in Indonesia. Prosiding SENTRA (Seminar Teknologi dan Rekayasa).
53. Mossberger, K., Tolbert, C. J., & Gilbert, M. (2006). Race, Place, and Information Technology. Urban Affairs Review, 41(5), 583–620. https://doi.org/10.1177/1078087405283511
54. Najmudin, M., Andari, E., & Harnaji, B. (2020). The Influence Social Media, Product Quality and Price Perception on Culinary Product Purchase Decisions in the Era of Pandemic Covid-19. Advances in Economics, Business and Management Research. https://doi.org/10.2991/aebmr.k.210311.020
55. Nations, U. (2022). United Nations E-Government Survey 2022. Department of Economic and Social Affairs.
56. Oliychenko, I., & Ditkovska, M. (2023). Improving information quality in e-government of Ukraine. Electronic Government, an International Journal, 19(2), 146. https://doi.org/10.1504/eg.2023.129412
57. Pennycook, G., McPhetres, J., Zhang, Y., et al. (2020). Fighting COVID-19 Misinformation on social media: Experimental Evidence for a Scalable Accuracy-Nudge Intervention. Psychological Science, 31(7), 770–780. https://doi.org/10.1177/0956797620939054
58. Prakasam, S., Balakrishnan, N., Kirthickram, T., & Deepak, S. (2023). Design and Development of AI-Powered Healthcare WhatsApp Chatbot. In: Proceeding of the 2nd International Conference on Vision Towards Emerging Trends in Communication and Networking Technologies (ViTECoN).
59. Saylam, A., & Yıldız, M. (2022). Conceptualizing citizen-to-citizen (C2C) interactions within the E-government domain. Government Information Quarterly, 39(1), 101655. https://doi.org/10.1016/j.giq.2021.101655
60. Sharif, M. H. M., Troshani, I., & Davidson, R. (2015). Public Sector Adoption of Social Media. Journal of Computer Information Systems, 55(4), 53–61. https://doi.org/10.1080/08874417.2015.11645787
61. Stefanovic, D., Milicevic, A., Havzi, S., et al. (2021). Information Systems Success Models in the E-Government: Context: A Systematic Literature Review. In Proceeding of the 20th International Symposium INFOTEH-JAHORINA (INFOTEH). https://doi.org/10.1109/infoteh51037.2021.9400653
62. Tejedo-Romero, F., Araujo, J. F. F. E., Tejada, Á., et al. (2022). E-government mechanisms to enhance the participation of citizens and society: Exploratory analysis through the dimension of municipalities. Technology in Society, 70, 101978. https://doi.org/10.1016/j.techsoc.2022.101978
63. Tsybulnyk, N. Y., Zadoia, I. I., Kurbatova, I. S., et al. (2020). E-government within Public Administration. Jurnal Cita Hukum, 8(3). https://doi.org/10.15408/jch.v8i3.18300
64. Wigand, F. D. L. (2010). Adoption of web 2.0 by Canadian and US governments. Comparative e-government, 161–181.
65. Wilantika, N., & Wibisono, S. B. (2021). Evaluating the quality of public services through social media. Asian Journal for Public Opinion Research, 9(3), 240–265.
66. Wukich, C. (2020). Government Social Media Engagement Strategies and Public Roles. Public Performance & Management Review, 44(1), 187–215. https://doi.org/10.1080/15309576.2020.1851266