<![CDATA[Abstract The increased accessibility of passport services through digitalization has led to a significant surge in passport applications, resulting in a growing service burden at the Kotabumi Class II Non-Border Control Immigration Office (Kantor Imigrasi Kelas II Non TPI Kotabumi). This condition requires the organization to adapt effectively in order to maintain the quality of public services. This study aims to analyze the strategies implemented by the Kotabumi Class II Non-Border Control Immigration Office in maintaining service quality amid the increase in passport applications following digitalization and to formulate the adaptive governance strategy model applied by the institution. This study employed a descriptive qualitative approach using a case study design. Data were collected through observation, in-depth interviews, and documentation, and were analyzed using an interactive analysis model consisting of data condensation, data display, and conclusion drawing and verification. The findings indicate that the strategies implemented include adjustments to service mechanisms, service quota management, digital-based queue management, utilization of digital technology, strengthening of human resource capacity, inter-staff coordination, and public complaint handling. The study also formulates an adaptive governance strategy model developed through the integration of four main adaptation patterns, namely service mechanism adaptation, queue management adaptation, digital technology adaptation, and human resource adaptation. This model reflects the characteristics of organizational flexibility, internal collaboration, and adaptive learning, which enable the organization to respond rapidly to increasing service demands, maintain service stability, and sustain the quality of public services over time. Keywords: Adaptive Governance, Service Digitalization, Passport Applications, Public Service, Immigration Services.]]>
