Agile Leadership in Digital-Based Healthcare Services: A Study of Health Service Delivery at Community Health Centers in Lamongan Regency

Abstract

This study aims to analyze the implementation of agile leadership in digital-based health service delivery at community health centers (Puskesmas) in Lamongan Regency, Indonesia. The rapid advancement of information technology, coupled with low work ethic, weak team collaboration, and resistance to digital innovation within Puskesmas, constitutes major challenges undermining public service effectiveness. Employing a qualitative approach, data were collected through in-depth interviews, observation, and documentation, and analyzed using the interactive model of Miles and Huberman.

The findings reveal that digitalization—manifested through electronic medical records, digital queuing systems, and telemedicine—has improved service efficiency and accessibility. However, its effectiveness remains constrained by inadequate technological infrastructure and limited digital competencies among healthcare personnel. Within the framework of agile leadership, Puskesmas leaders who exhibit context-setting agility are able to align strategic direction with technological dynamics; stakeholder agility is reflected in cross-sectoral collaboration; creative agility is evidenced by innovative responses to resource constraints; and self-leadership agility emerges in proactive team adaptation and internal change management.

Nonetheless, the digital transformation has yet to reach full optimization due to structural and cultural barriers within the organization. Therefore, strengthening technical and managerial capacities, enhancing digital literacy, and fostering a collaborative bureaucratic ecosystem are imperative prerequisites for accelerating adaptive and responsive digital health services under agile leadership.