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All Journal Jurnal Kebijakan dan Administrasi Publik Journal of Governance
P.Wiryawan Paritranaya
Universitas Pendidikan Nasional
Decision Sciences, Operations Research & Management Education Public Health Social Sciences

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Towards More Effective Public Services: E-readiness Analysis of Indonesia’s BNN One Stop Service (BOSS) P.Wiryawan Paritranaya; Ida Ayu Oka Martini
JKAP (Jurnal Kebijakan dan Administrasi Publik) Vol 29, No 2 (2025): November
Publisher : Magister Ilmu Administrasi Publik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jkap.99003

Abstract

This study investigates the e-readiness of Indonesia's BNN One Stop Service (BOSS), a digital initiative aimed at enhancing drug abuse prevention and recovery services. With a focus on the Bali Province, selected for its high City Drug Threat Response (KOTAN) index, the research examines the challenges BOSS faces in a region struggling with significant drug-related issues. This case study offers valuable insights into the barriers hindering the effective delivery of digital public services in resource-constrained areas. Using the modified STOPE Framework (Strategy, Technology, Organization, People, Environment, and the newly introduced Budgeting domain), the study assesses the operational readiness of BOSS. The methodology includes 13 in-depth interviews with key respondents, including supervisory leaders, service staff, and BOSS operators. The research identifies several operational challenges, including outdated ICT infrastructure, slow internet speeds, and a lack of coordination with other government agencies, that impede service efficiency. Additionally, it reveals significant gaps in the budgeting process, where centralized procurement and financial constraints have caused delays in acquiring critical technology and resources. This study contributes to the field of e-government readiness by introducing the Budgeting domain into the STOPE Framework, thus expanding the scope of e-readiness assessments. The findings highlight the complex interplay between leadership, infrastructure, and regulatory frameworks, providing valuable insights into the challenges of successful digital service delivery, especially in resource-limited settings.
BNN One Stop Service (BOSS): Transformational Leadership and Change Management Lessons P.Wiryawan Paritranaya; Ida Ayu Oka Martini
Journal of Governance Volume 10 Issue 1: (2025)
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31506/jog.v10i1.28093

Abstract

This qualitative case study investigates the role of change management and transformational leadership in implementing the BNN One Stop Service (BOSS), an e-government initiative by Indonesia's National Narcotics Agency. Drawing on the STOPE framework, the study analyzes data from interviews, document reviews, and observations at BNN's work units in Bali Province. The findings reveal that successful BOSS implementation requires both strategic leadership direction and comprehensive change management approaches. Key success factors include clear regulations, robust SOPs, effective communication channels, and targeted training programs. While leadership actively monitors implementation progress, collaboration with external stakeholders proves crucial for expanding service reach. However, varying e-readiness levels across work units pose implementation challenges. The study yields significant implications across multiple domains. At the policy level, it suggests developing differentiated implementation frameworks based on organizational readiness. For practitioners, it emphasizes establishing comprehensive change protocols before digital transformation initiatives. Theoretically, it extends the STOPE framework by demonstrating the critical intersection between transformational leadership and change management in e-government implementation. For public sector organizations, the findings indicate that successful digital transformation requires not only technological infrastructure but also leadership commitment, systematic change processes, and sustained stakeholder engagement. These insights particularly benefit developing nations pursuing similar public service digital initiatives.
Co-Authors Ida Ayu Oka Martini