Evaluation of new public service delivery through digitalisation of personnel management in local government

Abstract

Research on the digitalisation of public organisations has largely focused on digital functionality and has underexplored the administrative accountability and procedural transparency service values that information systems can mediate. This study evaluates the State Civil Apparatus Information System (SIASN) in the Employee Identification Number (NIP) proposal process at the Jayapura Regency Human Resources Development and Personnel Development Agency. This study evaluates SIASN primarily technical-functional criteria drawn from DeLone and McLean’s Information System Success Model, using New Public Service (NPS) principles as a secondary normative lens to assess the broader governance orientation of the system. A descriptive qualitative approach was applied through semi-structured interviews, non-participant observation, and documentation. The results indicate that in terms of service quality, SIASN has improved due to active coordination between the central and regional governments. Furthermore, to improve user satisfaction, operators have initiated a WhatsApp group as an additional means of communication. However, regarding system quality, there are technical challenges such as access disruptions during infrastructure maintenance periods and server errors. Similar issues apply to information quality. There is no information regarding the complaints mechanism in SIASN, a consistent complaint from users. While SIASN improves administrative efficiency and procedural transparency in the NIP proposal submission process, its contribution to NPS values remains limited. SIASN accountability is largely administrative, and transparency is not accompanied by an independent channel to mediate user participation. Therefore, these technical-functional challenges require follow-up by emphasising NPS value-based service practices. Although small in scope, this study contributes to the development of apparatus resources and government information systems and broadens discussions of e-HRM in public organisations at the local level.