Analysis of factors that are the challenges of digital transformation in public service complaint management through the SP4N-LAPOR! Application in the Ombudsman of the Republic of Indonesia

https://doi.org/10.35912/gabs.v2i2.3616
Published: Oct 31, 2025

Abstract:

Purpose: This study aims to analyze the challenging factors in the digital transformation of public service complaint management through the SP4N-LAPOR! Application at the Ombudsman of the Republic of Indonesia.

Methodology/approach: The research adopts a quantitative approach, collecting data through interviews and questionnaires from employees/assistant managers of SP4N-LAPOR! at the Ombudsman of the Republic of Indonesia. Exploratory Factor Analysis (EFA) serves as the analytical method to identify the primary factors influencing difficulties and challenges in the digital transformation process.

Results/findings: The analysis reveals several challenging factors in the digital transformation of managing public service complaints through the SP4N-LAPOR! Application at the Indonesian Ombudsman. The identified challenge factors, ranging from the most dominant to less prominent, include Digital Capability, Information Network Systems, Complaint Management, Digital Solutions, Leadership 4.0, Business Ecosystem, Integrated Regulation, Digital Talent, Digital Conversion and Digital Implementation.

Conclusion: Digital transformation of complaint management at the Ombudsman of Indonesia faces major challenges, notably limited digital capability (34.93%), hindering SP4N-LAPOR! implementation effectiveness and overall public service efficiency.

Limitations: This research aimed to identify factors challenging the digital transformation of public service complaint management, providing a foundation for future studies to develop effective strategies for improvement. However, the study’s respondents were limited to employees or assistants of the Ombudsman of the Republic of Indonesia, restricting broader generalization.

Contribution: This article contributes to a comprehensive understanding of critical aspects essential for improving the implementation of digital transformation in managing public service complaints.

Keywords:
1. Complaint Management
2. Digital Transformation
3. Exploratory Factor Analysis
4. Public Services
5. SP4N-LAPOR!
Authors:
1 . Dana Utama
Telkom University, Bandung, Jawa Barat, Indonesia
2 . Dian Indiyati
Telkom University, Bandung, Jawa Barat, Indonesia
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How to Cite
Utama, D., & Indiyati, D. (2025). Analysis of factors that are the challenges of digital transformation in public service complaint management through the SP4N-LAPOR! Application in the Ombudsman of the Republic of Indonesia. Global Academy of Business Studies, 2(2), 117–133. https://doi.org/10.35912/gabs.v2i2.3616
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Vol. 2 No. 2 (2025): October
Articles
References

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    Hinings, B., Gegenhuber, T., & Greenwood, R. (2018). Digital Innovation and Transformation: An Institutional Perspective. Information and Organization, 28(1), 52-61. doi:https://doi.org/10.1016/j.infoandorg.2018.02.004

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  1. Astuti, A. A. (2022). An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy. Journal of Public Policy and Administration, 6(1), 5-11. doi:https://doi.org/10.11648/j.jppa.20220601.12
  2. Ayuningtiyas, F. (2022). Implikasi Pemerintah Terkait Pelayanan Publik Secara Online dalam Perspektif Hukum Administrasi Negara. Education: Jurnal Sosial Humaniora dan Pendidikan, 2(3), 48-57. doi:https://doi.org/10.51903/education.v2i3.259
  3. Bloomberg, J. (2018). Digitization, Digitalization, and Digital Transformation: Confuse Them at Your Peril. Forbes, 28, 1-6.
  4. Bobro, N., Lisova, R., Parfentieva, O., Dmytrovska, V., & Kyrylenko, S. (2025). Digital Transformation for Cost Optimisation and Sustainable Business Operations. European journal of sustainable development, 14(2), 158-172. doi:https://doi.org/10.14207/ejsd.2025.v14n2p158
  5. Firican, D. A. (2023). Digital Transformation and Digital Culture: A Literature Review of the Digital Cultural Attributes to Enable Digital Transformation. Proceedings of the International Conference on Business Excellence, 17(1), 791-799. doi:https://doi.org/10.2478/picbe-2023-0073
  6. Govers, M., & Amelsvoort, P. v. (2023). A Theoretical Essay on Socio-Technical Systems Design Thinking in the Era of Digital Transformation. Gruppe Interaktion Organisation Zeitschrift für Angewandte Organisationspsychologie (GIO), 54(1), 27-40. doi:https://doi.org/10.1007/s11612-023-00675-8
  7. Habibullah, A. (2010). Kajian Pemanfaatan dan Pengembangan E-Government. Jurnal Ilmu Administrasi Negara, 3(3), 187-195.
  8. Hanelt, A., Bohnsack, R., Marz, D., & Antunes Marante, C. (2021). A Systematic Review of the Literature on Digital Transformation: Insights and Implications for Strategy and Organizational Change. Journal of Management Studies, 58(5), 1159-1197. doi:https://doi.org/10.1111/joms.12639
  9. Hendarsyah, D. (2020). Pemasaran Digital dalam Kewirausahaan. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 9(1), 25-43. doi:https://doi.org/10.46367/iqtishaduna.v9i1.209
  10. Hinings, B., Gegenhuber, T., & Greenwood, R. (2018). Digital Innovation and Transformation: An Institutional Perspective. Information and Organization, 28(1), 52-61. doi:https://doi.org/10.1016/j.infoandorg.2018.02.004
  11. Indiyati, D., Kurniawan, A., & Choirunnisa, M. (2018). Lingkungan Kerja Dan Motivasi Kerja Pada Perusahaan Manufaktur Untuk Mendukung Pariwisata Indonesia. Jurnal Pariwisata, 5(3), 203-212. doi:https://doi.org/10.31294/par.v5i3.4436
  12. Irawan, B. (2017). E-Government Sebagai Bentuk Baru dalam Pelayanan Publik: Sebuah Tinjauan Teoritik. Jurnal Paradigma, 4(3), 200-209. doi:http://dx.doi.org/10.30872/jp.v4i3.419
  13. Irawan, B., & Saputro, A. (2020). Penerapan Pelayanan Publik Berbasis Teknologi Informasi Melalui Web Domain di Kota Surakarta. The Indonesian Journal of Public Administration (IJPA), 6(2), 59-67. doi:https://doi.org/10.52447/ijpa.v6i2.4386
  14. Lessig, L. (2009). Code and Other Laws of Cyberspace. New York: Basic Books.
  15. Loonam, J., Eaves, S., Kumar, V., & Parry, G. (2018). Towards Digital Transformation: Lessons Learned from Traditional Organizations. Strategic Change, 27(2), 101-109. doi:https://doi.org/10.1002/jsc.2185
  16. Nasura, M. D. (2025). Reformasi Birokrasi di Indonesia: Menuju Pelayanan Publik yang Berpusat pada Rakyat. Prosiding Seminar Nasional Fakultas Ilmu Sosial dan Ilmu Politik, 2(1), 676-693. doi:https://doi.org/10.24929/semnasfisip.v2i1.4115
  17. Norliani, Sari, M. N., Safarudin, M. S., Jaya, R., Baharuddin, & Nugraha, A. R. (2024). Transformasi Digital dan Dampaknya pada Organisasi: Tinjauan Terhadap Implementasi Teknologi Informatika. Jurnal Review Pendidikan dan Pengajaran (JRPP), 7(3), 10779-10787. doi:https://doi.org/10.31004/jrpp.v7i3.31987
  18. Nurhikmah, A. H., & Fasa, M. I. (2024). Upaya Transformasi Digital dalam Meningkatkan Kepuasan Nasabah Melalui Strategi Pemasaran Online (Studi pada Generasi Milenial). Jurnal Media Akademik (JMA), 2(10), 1-15. doi:https://doi.org/10.62281/v2i10.844
  19. Osmundsen, K., Iden, J., & Bygstad, B. (2018). Digital Transformation: Drivers, Success Factors, and Implications. 12th Mediterranean Conference on Information Systems (MCIS), 37.
  20. Panjaitan, W. J., & Lupiana, F. (2023). Penerapan Tranformasi Digital dan Hambatannya pada Industri Kuliner di Indonesia. Jurnal Riset Manajemen Dan Ekonomi (JRIME), 1(2), 278-301. doi:https://doi.org/10.54066/jrime.v1i2.650
  21. Pohan, A. A., & Yosepha, S. Y. (2025). Dampak Jam Kerja Fleksibel Terhadap Motivasi, Kepuasan, dan Kinerja Pegawai Setjen MPR-RI. Reviu Akuntansi, Manajemen, dan Bisnis, 5(1), 59-76. doi:https://doi.org/10.35912/rambis.v5i1.4650
  22. Sanjaya, R., Wibisono, C., & Sajiyo, S. (2024). The Influence of Bureaucratic Leadership Style, Work Culture, and Work Discipline on the Performance of Employees of the Riau Islands Provincial Secretariat with Work Motivation as an Intervening Variable. Journal of Multidisciplinary Academic and Practice Studies, 2(4), 235-254. doi:https://doi.org/10.35912/jomaps.v2i4.2496
  23. Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
  24. Wulandari, A. R., Arvi, A. A., Iqbal, M. I., Tyas, F., Kurniawan, I., & Anshori, M. I. (2023). Digital HR: Digital Transformation in Increasing Productivity in the Work Environment. Jurnal Publikasi Ilmu Manajemen, 2(4), 29-42. doi:https://doi.org/10.55606/jupiman.v2i4.2729
  25. Yulianto, E., & Wulandari, A. (2025). Dampak Perkembangan E-Commerce Terhadap Industri Jasa Transportasi dan Logistik di Era Digital. Jurnal Pengabdian Indonesia (JPI), 1(2), 352-365. doi:https://doi.org/10.62567/jpi.v1i2.724