<![CDATA[This study aims to analyze the effects of work process digitalization, technological capability, and employee competence on employee productivity at the Batam Type B Main Customs and Excise Office, both directly and indirectly through work efficiency as an intervening variable. Batam's Free Trade Zone (FTZ) environment requires fast, accurate, and transparent customs service workflows. This quantitative study employed an explanatory design using Partial Least Squares Structural Equation Modeling (PLS-SEM). The population comprised 445 employees, and a sample of 211 respondents was determined using the Slovin formula and probability sampling. Primary data were collected through Likert-scale questionnaires and analyzed using SmartPLS. The findings indicate that work process digitalization, technological capability, and competence have positive and significant effects on both work efficiency and employee productivity. Work efficiency also significantly mediates the effects of the three independent variables on employee productivity. These findings emphasize that customs automation systems, such as CEISA 4.0 and SSMQC, should be accompanied by continuous technological capacity development to optimize public-sector operational productivity.]]>
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