Digital Governance In Practice: Lessons From The Implementation Of SPBE In North Kalimantan

Abstract

Digital transformation in public administration is an important strategy for the government to enhance efficiency, transparency, and quality of services. The Electronic-Based Government System (SPBE) is designed to promote the integration of bureaucratic processes, yet its implementation still faces serious challenges, particularly in areas with limited digital infrastructure. North Kalimantan Province serves as a contrasting example, where system fragmentation, low digital literacy among civil servants, and institutional limitations result in low effectiveness of SPBE. Furthermore, most previous studies still emphasize technocratic aspects and have not extensively examined how perceptions, emotional responses, and organizational capacity affect the success of digital governance. This research aims to analyze the implementation of SPBE in North Kalimantan through a qualitative approach with a case study. Data were collected through in-depth interviews, document analysis, and observations, and then analyzed using thematic analysis techniques.

The findings indicate that the main obstacles to the SPBE include fragmentation between systems, resistance from state civil apparatus influenced by workload and technostress, as well as low public trust in digital services. This article offers a digital governance model based on the Humans–Machines–Organizations (HMO) approach by incorporating two mediating dimensions, namely Digital Governance Footprint (DGF) and Mental and Emotional Models (MEMOs). This model emphasizes the importance of alignment between human capacity, technological sophistication, and organizational effectiveness, reinforced by user perceptions and emotions. The contribution of this research not only expands the theoretical discourse on digital governance but also provides practical recommendations to accelerate inclusive and sustainable digital transformation in the context of local government.