<![CDATA[This study aims to evaluate the internal communication implemented by the Technical Infrastructure Management Unit of the Transportation Agency of Tangerang City in implementing the KIR Tangerang Ayo application for public services, as well as to identify the barriers within the internal communication elements that have led to low public interest in using the application. This research employs a qualitative approach with a case study design and a constructivist paradigm. The theoretical framework used is R. Wayne Pace and Don F. Faules’s Organizational Communication Theory, which encompasses three key directions of communication flow: downward communication, upward communication, and horizontal communication. The results indicate that the implementation of internal communication has not been optimal or fully integrated. The obstacles identified include uneven understanding and dissemination of information among employees, limitations in the follow-up mechanisms for upward reporting, lack of structured horizontal coordination between divisions, low public digital literacy, a preference for manual services due to uncertainty regarding the digital system, limited device availability, and suboptimal continuous support. The low effectiveness of these internal communication processes and organizational constraints has resulted in a very low rate of public adoption of the application, reaching only 4.6%. Therefore, more intensive internal coordination, regular evaluations, improved technical guidance for employees, and sustained direct assistance are required to encourage a shift in public behavior toward digital services.]]>
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