The Effectiveness of Digital Personnel Administration Services in an Archipelagic Region: a Case Study of the Regional Civil Service and Human Resources Development Agency of Meranti Islands Regency

Tirta Kurnianto; Ervin Nora Susanti; Herni Widiyah Nasrul

doi:10.55681/economina.v5i8.3620

Authors

Tirta Kurnianto Universitas Riau Kepulauan, Batam, Indonesia
Ervin Nora Susanti Universitas Riau Kepulauan, Batam, Indonesia
Herni Widiyah Nasrul Universitas Riau Kepulauan, Batam, Indonesia

DOI:

https://doi.org/10.55681/economina.v5i8.3620

Keywords:

Digital Transformation, Personnel Administration Services, Information System Success, Case Study

Abstract

This study analyzes the effectiveness of digital personnel administration services in an archipelagic region by examining the interplay among technological quality, service capacity, user experience, and geographical conditions. A qualitative evaluative case study was conducted at the Regional Civil Service and Human Resources Development Agency (BKPSDM) of Meranti Islands Regency. The DeLone and McLean framework was employed to examine system quality, information quality, service quality, use, user satisfaction, and net benefits, while the archipelagic setting was treated as a cross-cutting context. The empirical analysis drew on 20 informants and 168 service-request records. The comparison of interview, documentary, and observational evidence generated six principal themes. Digital channels reduced initial office visits and accelerated the completion of fully documented requests; however, their effectiveness was constrained by connectivity problems, inconsistent requirements information, reliance on informal communication, and the continued use of physical documents. Mandatory or frequent use did not, in itself, indicate success. Effectiveness emerged when reliable systems and actionable information were reinforced by responsive operators, recovery mechanisms, and end-to-end digital processes. The study proposes a conditional effectiveness model for archipelagic regions: an enabling configuration produces equitable access, process certainty, and sustainable benefits, whereas a constraining configuration produces hybrid bureaucracy and uneven benefits. Practical implications include low-bandwidth design, consolidated requirements, corrective notifications, standardized escalation procedures, and location-sensitive performance evaluation.

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