<![CDATA[Digital transformation in social security services has driven PT Taspen (Persero) to develop the ANDAL by Taspen application, a superapp that allows pension participants to independently perform monthly presence authentication through biometric selfie technology. Despite its high adoption rate, user reviews indicate persistent service stability issues, such as authentication failures and accessibility difficulties for elderly customers, potentially delaying the disbursement of pensioners' financial entitlements. This study aims to analyze the implementation process of the ANDAL by Taspen application, identify its supporting and inhibiting factors, and examine its contribution to pension service operations at PT Bank Mandiri Taspen KC Manado. A descriptive qualitative approach is employed, with data collected through nonparticipant observation, semi-structured in-depth interviews, and documentation. Data are analyzed using the interactive model of Miles, Huberman, & Saldana (2014), encompassing data collection, data reduction, data display, and conclusion drawing/verification, with data validity ensured through source and method triangulation, member checking, and prolonged observation. The findings are expected to serve as an evaluation basis for PT Bank Mandiri Taspen KC Manado and PT Taspen (Persero) in refining digital pension services to become more reliable, fast, and inclusive for civil servant pensioners.]]>
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