DIGITAL TRANSFORMATION AND SERVICE STANDARD COMPLIANCE IN INDONESIAN POLICING: INTEGRATING TAM AND NPS FRAMEWORKS

Abstract

This study aims to analyze the fulfillment of digital-based public service standards in improving service quality at the Traffic Directorate of the Central Kalimantan Regional Police (Ditlantas Polda Kalimantan Tengah). Using a descriptive qualitative approach, data were collected through in-depth interviews, observation, documentation, and supporting instruments involving 13 purposively selected informants, consisting of service users and service officers. The findings reveal that digital transformation—through systems such as SINAR, SIGNAL, ETLE, and e-TPKB—has enhanced efficiency, transparency, accuracy, and service accountability. Digitalization reduced processing time by more than 70%, minimized illegal levies, strengthened data accuracy, and increased public trust in police services. However, full optimization has not yet been achieved, as hybrid services (digital and manual) remain due to infrastructure disparities, limited digital literacy, technical system disruptions, and regulatory constraints requiring physical verification for certain services. The study highlights that the success of digital service quality is determined by the integration of three key elements: reliable digital infrastructure, competent human resources, and active user participation. The results contribute theoretically to the development of digital governance and practically by providing policy recommendations for strengthening a sustainable, inclusive, and citizen-oriented digital service system within the police service sector.