STRATEGIC APPROACHES TO DIGITAL-AGE PUBLIC SERVICE: IMPROVING PASSPORT ISSUANCE AT BALE MADUKARA PUBLIC SERVICE MALL

Abstract

This study explores strategic approaches to enhancing the quality of public service delivery in the digital era, focusing on passport issuance at the Bale Madukara Public Service Mall in Purwakarta Regency, Indonesia. As part of ongoing efforts to reform and modernize public services, this research analyzes current service implementation, identifies influencing factors, and formulates strategies to improve efficiency and citizen satisfaction. Utilizing a qualitative research method, the study reveals that passport service performance remains suboptimal due to limitations in organizational capability, agility, and integration with digital platforms. Strategic frameworks such as Ability × Opportunities, Strength × Culture, and Agility × Opportunities are evaluated to optimize service delivery. The findings emphasize the importance of combining institutional capacity, cultural alignment, and digital innovation to achieve responsive and accountable public services. The study concludes by proposing an intensification strategy to accelerate transformation and improve the competitiveness of public institutions in meeting modern governance standards.