<![CDATA[Background Digital transformation has become a central agenda in public administration reform, including land administration, with the expectation of improving efficiency, transparency, and direct citizen access to services. In Indonesia, digital land administration has been promoted to simplify procedures and reduce informal practices. However, citizens continue to rely on intermediaries even after digital systems have been implemented. This study examines why intermediary dependence persists and how institutional arrangements shape access to digital land services. Methods This study employed a qualitative single-case study with a mechanism-based explanatory approach in Bone Bolango Regency, Indonesia. Data were collected through repeated field visits, in-depth interviews, direct observation, and document analysis, then analyzed using thematic coding and mechanism-based interpretation. Results The findings show that digitalization creates formal access but does not automatically produce practical accessibility. Limited digital literacy, administrative anxiety, fragmented institutional coordination, and hybrid administrative procedures continue to shape citizens’ experiences in accessing land services. Intermediaries remain important because they help citizens understand requirements, prepare documents, reduce procedural risks, and coordinate across institutions. Conclusion Digital reform does not automatically eliminate intermediary dependence in public service delivery. The effectiveness of digital governance should be assessed not only through technological availability and procedural efficiency, but also through citizens’ ability to access services directly and confidently. This study advances a relational institutional perspective on digital governance and suggests further comparative research across regions and public service sectors.]]>
