Developing Digital Service Transformation Maturity Model in Public Sector

Abstract

Digital service transformation involves developing or enhancing digital service products within the scope of business transformation. The primary goal is to create or enhance value through the integration of information technology, computing, communication, and connectivity. In the public sector, the objective of digital service transformation is to boost public value, such as citizen satisfaction, government budget efficiency, and streamlined bureaucracy. To evaluate the effectiveness of the transformation process, organizations require a maturity model to assess execution quality. This study aims to develop a specific maturity model for digital service transformation in the public sector. The model development generally encompasses two main stages: a literature review and in-depth expert interviews. The literature review identifies the public sector’s digital service transformation process, key process areas (KPAs), maps these KPAs to the maturity levels of the Capability Maturity Model (CMM), identifies KPA capability indicators, and designs measurement tools. In-depth interviews were conducted with five experts, who are stakeholders in public sector digital service transformation from five different institutions. The interview results were aligned with the needs of digital service transformation within Indonesia’s public sector. These results were then tested on the service management section of Statistics Indonesia (BPS). The resulting digital service transformation maturity model effectively illustrates the transformation process that has been implemented. This model is anticipated to serve as an alternative guide for public sector stakeholders to evaluate their digital service transformation efforts.

Keywords

• Digital service
• digital service transformation
• digital transformation
• maturity model
• public sector
• Indonesia