The study was conducted in 2026 as port services increasingly rely on digital systems to process administrative and payment activities. The researchers found that the shift from manual billing to e-billing has helped streamline the issuance and payment of port service memoranda while supporting more accurate administrative records.
For a port that supports shipping, loading and unloading, and the movement of goods, efficient administrative services are an important part of daily operations. Delays or errors in payment documentation can affect the overall service process, making digitalization increasingly relevant to port management.
Moving from Manual Billing to Digital Payments
Before the implementation of the e-billing system, some billing and payment processes were handled manually or through partially digital procedures. These approaches could create risks of delays, recording errors, and limited transparency in monitoring payment transactions.
The e-billing system provides an electronic mechanism for billing and payment. Instead of relying primarily on physical documents and direct transactions at service counters, service users can use an integrated digital platform to process payments.
The researchers examined the implementation using four policy implementation factors developed by George C. Edward III: communication, resources, disposition, and bureaucratic structure.
These factors were used to understand whether the system was supported by adequate technology, capable employees, effective coordination, and sufficient communication with service users.
Technology Infrastructure Supports the System
One of the main findings concerns the importance of technological infrastructure. Stable internet connectivity, integrated systems, and adequate server capacity are essential for the e-billing process to operate smoothly.
Mildawaty Noer, Deputy Branch Manager of Operational Support at PT Pelindo Lhokseumawe Branch, explained in an interview that the port needs to maintain its internet network and system equipment so that services can operate in real time without unnecessary delays.
Taufik Rahmat Nasution, Deputy Branch Manager of Operations Support, similarly highlighted network stability and data integration. According to the interview findings, effective integration allows service memoranda to be processed more quickly and accurately.
The port also carries out regular server maintenance, particularly to support data synchronization when transaction volumes increase.
These findings indicate that digital payment systems depend not only on software but also on reliable infrastructure behind the system.
Employee Skills and Coordination Matter
Technology alone does not guarantee that a digital system will operate effectively. The study found that employee competence and commitment also play an important role.
Dody Anto RA from the Loading and Unloading Administration explained that officers need to enter data carefully because mistakes in the input process can affect the issuance of service memoranda. Training helps employees understand the system workflow and reduce data-entry errors.
Coordination between departments is another important component. Operational officers, administrative staff, and customer service personnel need to exchange information accurately to ensure that operational data and payment documents remain consistent.
The research found that coordination between field officers and administrative units was generally functioning effectively. This helped minimize delays and maintain the accuracy of information used in the payment process.
Continuous Socialization Helps Service Users
Another finding concerns communication with service users. The researchers found that continuous socialization has helped improve users' understanding of e-billing procedures.
Rahmad Ramadhan, a Social and Environmental Responsibility (TJSL) staff member, said that information about the e-billing system continues to be communicated to service users.
This communication is important because digitalization changes the way users interact with port administrative services. Users need to understand payment procedures, system requirements, and the steps involved in completing transactions.
The researchers therefore identify communication as an important element alongside technology, employee competence, and organizational coordination.
Network Stability and Server Capacity Remain Challenges
Although the e-billing system has generally operated well, the study identified several challenges.
The first involves internet network stability. Because the system relies on digital connectivity and data synchronization, disruptions can affect the speed and continuity of administrative services.
The second challenge is server capacity. As transaction volumes increase, the system needs sufficient capacity to process data without affecting service performance.
The third challenge involves adjustments between operational conditions in the field and data recorded in the digital system. Maintaining consistency between these two sources of information requires coordination among employees and work units.
The port addresses these issues through infrastructure improvements, routine system maintenance, employee training, stronger coordination, and continued socialization for service users.
Digitalization Supports More Transparent Port Services
The findings suggest that e-billing can contribute to more efficient and transparent port administration by reducing reliance on manual billing procedures.
For PT Pelindo Lhokseumawe Branch, the system provides a digital mechanism for managing payment-related information while helping employees process administrative documents more accurately.
The researchers emphasize that the implementation of e-billing should be viewed as part of a broader digital transformation in public and port services. Digital systems can support administrative efficiency, but their effectiveness depends on infrastructure, human resources, organizational procedures, and communication with users.
This means that improving digital services requires continuous attention rather than a one-time transition from paper-based to electronic processes.
Implications for Port Services
The study recommends that PT Pelindo Lhokseumawe Branch continue improving its technology infrastructure, conduct scheduled system maintenance, strengthen employee training, and improve coordination between work units.
Service users are also encouraged to actively participate in socialization activities and understand the procedures required to use the e-billing system.
For port management, the findings highlight several practical areas that can be strengthened: reliable network infrastructure, sufficient server capacity, accurate operational data, trained employees, and consistent communication.
Together, these elements can support the continued operation of digital payment services and help the port respond to increasing demands for faster and more transparent administration.
The researchers note that the study has limitations because it was conducted at only one location, PT Pelabuhan Indonesia (Pelindo) Lhokseumawe Branch. Conditions at other Pelindo-managed ports may differ because of variations in operations, infrastructure, and service characteristics.
The research also relied largely on interviews and observations conducted over a relatively short period. Future studies could therefore examine a larger number of ports and measure service-user satisfaction quantitatively, while also examining information-system security.
About the Authors
Zihan Enjel Leka is the corresponding author of the study and is affiliated with Universitas Senior Medan. The article was co-authored by Muhaddis, Rabiatul Adawiyah, and Syukri, also from Universitas Senior Medan. Their research focuses on public administration, digital public services, policy implementation, port administration, and the application of digital technology in service delivery.
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