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All Journal Jurnal Manajemen dan Pemasaran Digital Indonesian Journal of Humanities and Social Sciences
Ananta Brima Yoga
Universitas Indonesia
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

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Strategi Learning and Development dalam Penguatan Kinerja Operator Call Center 110: Studi Kasus Polres Bogor Ananta Brima Yoga; Adi Ageng Rismoko; Gita Sulika Sari
JOM Vol 7 No 2 (2026): Indonesian Journal of Humanities and Social Sciences, June
Publisher : Universitas Islam Tribakti Lirboyo Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33367/ijhass.v7i2.9237

Abstract

The 110 Call Center Service stands at the frontline of the digital transformation of the Indonesian National Police (Polri) in actualizing responsive public services. High operational workloads subject operators to extreme cognitive pressure and psychological vulnerability. This study aims to analyze the workload dynamics and formulate a human resource development strategy through a Learning and Development (L&D) framework for 110 Call Center operators at the Bogor Police Resort (Polres). A qualitative methode with a case study design was employed. Data were collected through in-depth interviews, non-participant observation, and documentation studies, which were then analyzed using the interactive model by Miles, Huberman, and Saldaña. The results indicate that the heterogeneity of reports requires operators to utilize agile thinking, while exposure to secondary trauma triggers emotional exhaustion. Therefore, there is an urgent need to escalate technical capacities (digital application literacy) and strengthen Psychological Capital. This study recommends an evolution of training towards a Learning Organization via experiential learning (crisis simulation), peer-mentoring, and the integration of Psychological First Aid (PFA). The comprehensive implementation of L&D strategies is believed to accelerate the police's digital transformation, enhance public trust, and realize the paradigm of public service excellence.
Evaluasi Atas Implementasi Learning Management System Pada Kementerian Dalam Mendukung Continuous Learning Menggunakan Model CIPP Naili Zulianti; Ananta Brima Yoga; Indah Mustika Choirum; Zalfa Ghaffara Rahman
Jurnal Manajemen dan Pemasaran Digital Vol. 4 No. 2 (2026): Jurnal Manajemen dan Pemasaran Digital (April - Juni 2026)
Publisher : Siber Nusantara Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpd.v4i2.633

Abstract

Penelitian ini bertujuan untuk mengevaluasi efektivitas implementasi Kemenkeu Learning Center (KLC) sebagai Learning Management System (LMS) terhadap pengembangan kompetensi pegawai dan pembentukan budaya continuous learning di lingkungan Kementerian Keuangan. Transformasi digital menuntut Aparatur Sipil Negara (ASN) untuk memiliki kompetensi adaptif yang berkelanjutan, sehingga ketersediaan platform pembelajaran terintegrasi menjadi kebutuhan esensial. Penelitian ini menggunakan pendekatan metode campuran (mixed methods) dengan desain sequential explanatory. Data kuantitatif dikumpulkan melalui survei terhadap 104 pegawai pengguna KLC dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM), yang selanjutnya diperdalam melalui wawancara kualitatif. Hasil penelitian menunjukkan bahwa implementasi KLC secara efektif meningkatkan kompetensi pegawai dan mendorong perilaku belajar berkelanjutan. Variabel Product terbukti memiliki pengaruh paling dominan, terutama melalui peningkatan kinerja dan efisiensi pembelajaran. Temuan ini mengindikasikan bahwa keberhasilan pembelajaran digital tidak hanya ditentukan oleh kesiapan teknologi, melainkan juga diintervensi oleh dukungan kebijakan, penguatan literasi digital, serta peran kepemimpinan dalam memperkuat ekosistem belajar yang berkelanjutan di organisasi sektor publik. Penelitian ini diharapkan berkontribusi pada literatur pengembangan SDM sektor publik dan memberikan implikasi praktis bagi optimalisasi manajemen pembelajaran digital terintegrasi.
Co-Authors Adi Ageng Rismoko Gita Sulika Sari Indah Mustika Choirum Naili Zulianti Zalfa Ghaffara Rahman