The study was conducted by Josua Toren Pratama Panggabean, Tunggul Sihombing, and Simson Ginting, all affiliated with Universitas Sumatera Utara, Medan, Indonesia. Their research demonstrates that successful digital public services depend not only on technology but also on organizational readiness, staff commitment, and the effective use of data for evidence-based decision-making.
Digital Government Requires More Than Technology
Across Indonesia, local governments are increasingly adopting digital platforms to improve transparency, efficiency, and citizen participation. Electronic surveys, online applications, and digital administrative systems are becoming common tools for measuring service quality.
Sitinjo District introduced the Simparas Program as an electronic community satisfaction survey that allows citizens to evaluate government services through a QR code after receiving administrative assistance. The expectation was that citizen feedback would become a valuable resource for improving public service quality.
However, the researchers note that digital innovation alone cannot guarantee better services. Digital systems only create meaningful public value when organizations actively analyze and use the information they collect to redesign services and support policy decisions.
The importance of this issue became apparent after the district's Community Satisfaction Index (CSI) declined from 80.475 in the fourth quarter of 2025 to 77.700 in the first quarter of 2026, indicating that residents were less satisfied with several aspects of administrative services.
Researchers Examined Public Services from Multiple Perspectives
The USU research team employed a descriptive qualitative approach to understand how Simparas functions in everyday administrative services.
Information was gathered through:
- In-depth interviews with district leaders, administrative staff, Simparas operators, and citizens.
- Direct observation of administrative service delivery.
- Analysis of supporting documents, including community satisfaction reports, service procedures, organizational documents, and program guidelines.
Rather than measuring statistical relationships, the researchers explored how government employees and service users experience the Simparas Program and how survey data are utilized within the local government.
Simparas Has Been Implemented but Faces Significant Challenges
The research found that Simparas has been formally integrated into administrative services. Citizens who complete government services are invited to scan a QR code and evaluate various aspects of the service they received.
The survey measures public perceptions of:
- Administrative requirements
- Service procedures
- Processing time
- Service costs
- Staff competence
- Staff behavior
- Complaint handling
- Service facilities
Although the system is operational, implementation remains uneven.
Many citizens understand Simparas only as a simple rating form rather than as a mechanism that helps government improve future services. In addition, elderly residents and people with limited digital literacy often require assistance from service officers to complete the survey.
Human Resources and Organizational Culture Remain Major Obstacles
The study identifies several barriers limiting the effectiveness of Simparas.
Limited staffing means that a single operator often manages both technical responsibilities and administrative duties. Internet connectivity is sometimes unstable, slowing survey submission. Digital skills also vary among employees, making system management dependent on a small number of experienced staff.
Equally important is organizational culture. Some employees continue to view Simparas primarily as an administrative reporting obligation instead of a strategic evaluation tool capable of improving service quality.
According to the researchers from Universitas Sumatera Utara, this difference in mindset prevents survey data from becoming an integral part of organizational learning and service innovation.
Administrative Services Receive Positive Ratings, but Weaknesses Remain
Overall, residents viewed administrative services in Sitinjo District positively.
The strongest areas include:
- Responsive service officers
- Friendly and respectful staff
- High levels of empathy toward citizens
- Confidence in service procedures
Citizens generally reported that employees were willing to answer questions, explain procedures, and assist people unfamiliar with digital technology.
Nevertheless, several weaknesses continue to affect service quality:
- Waiting areas become overcrowded during busy periods.
- Administrative requirements are not always communicated clearly.
- Information provided by different officers can be inconsistent.
- Waiting times increase when visitor numbers are high.
These findings suggest that service quality depends as much on communication and staff interaction as on digital infrastructure.
Valuable Data Are Collected but Rarely Used for Decisions
One of the study's most significant findings concerns the use of Simparas data.
The district government regularly compiles community satisfaction reports generated by the digital survey system. These reports provide detailed information about citizen experiences with administrative services.
However, the researchers found that the information is used mainly for monitoring and reporting, while its use for policy formulation, service redesign, and evidence-based decision-making remains limited.
As the authors explain, the challenge is no longer collecting public feedback. Instead, the priority is developing institutional mechanisms that transform survey results into measurable improvements in administrative services.
Implications for Digital Public Service Reform
The findings have implications beyond Sitinjo District.
Many governments worldwide are investing heavily in digital public services. This study suggests that digital transformation should be accompanied by organizational reforms that encourage continuous evaluation, staff training, stronger digital literacy, and leadership committed to acting on citizen feedback.
The researchers recommend several practical improvements, including broader public education about Simparas, additional training for government employees, clearer administrative information for citizens, and regular internal meetings that use survey results to guide service improvements.
In an ethical interpretation of the study, Josua Toren Pratama Panggabean, Dr. Tunggul Sihombing, and Simson Ginting of Universitas Sumatera Utara argue that Simparas will achieve its full value only when community satisfaction data become a routine foundation for organizational learning and evidence-based public service improvement rather than serving merely as a reporting requirement.
Author Profile
Josua Toren Pratama Panggabean is a researcher from Universitas Sumatera Utara (USU), Indonesia, specializing in public administration and local government services.
Tunggul Sihombing is a lecturer and public administration scholar at Universitas Sumatera Utara whose expertise includes public policy, governance, and public service management. He served as the corresponding author of the study.
Simson Ginting is an academic at Universitas Sumatera Utara whose research focuses on public administration, digital governance, and public service innovation.
Source
Article Title: Implementation of the Simparas Program: Challenges and Opportunities for Public Services in Sitinjo District, Dairi Regency, North Sumatra Province
Authors: Josua Toren Pratama Panggabean, Tunggul Sihombing, Simson Ginting
Journal: Journal of Social Interactions and Humanities (JSIH)
Publication Year: 2026
DOI: https://doi.org/10.55927/jsih.v5i2.15
Official Journal: https://journaljsih.my.id/index.php/jsih
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