Change Management in Digital Transformation The South Tangerang City Government Agency

https://doi.org/10.35912/jasispol.v5i2.5394
Published: Dec 12, 2025

Abstract:

Purpose: This study aims to analyze the implementation of change management in supporting digital transformation within the South Tangerang City Government, particularly in the adoption of the Electronic-Based Government System (SPBE). The research evaluates how change management strategies address key challenges such as employee resistance, low digital literacy, and weak change management frameworks.

Methodology/Approach: A qualitative descriptive approach was employed, utilizing in-depth interviews with government officials, direct observations of SPBE implementation, and document analysis. The study assessed change management effectiveness based on leadership commitment, employee engagement, and institutional readiness.

Results/Findings: The findings reveal that change management has not been systematically implemented, leading to inefficiencies in digital transformation efforts. While some technological advancements have been achieved, persistent challenges include lack of structured organizational change models and insufficient transformational leadership to drive cultural and operational shifts.

Conclusions: South Tangerang’s digital transformation has progressed technologically but is limited by employee resistance and low digital readiness. Strong leadership, user-focused systems, and ongoing capacity building are essential for sustainable governance.

Limitations: This study focuses solely on the South Tangerang City Government, which may limit the generalizability of findings to other regions. Additionally, the dynamic nature of digital transformation necessitates continuous evaluation beyond the scope of this research.

Contribution: The study offers practical guidance to strengthen digital transformation through structured change management, capacity building, and transformational leadership for sustainable public governance.

Keywords:
1. Change Management
2. Digital Transformation
3. Organizational Change
4. Public Sector Reform
Authors:
1 . Mukroni Mukroni
2 . Ika Sartika
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Mukroni, M., & Sartika, I. (2025). Change Management in Digital Transformation The South Tangerang City Government Agency. Jurnal Studi Ilmu Sosial Dan Politik, 5(2), 207–218. https://doi.org/10.35912/jasispol.v5i2.5394
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Vol. 5 No. 2 (2025): Desember
Articles
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References

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    Azzahra, P. Z., Yuliansyah, Y., & Nauli, P. (2021). Pengaruh akuntabilitas dan budaya organisasi terhadap kinerja organisasi pada rumah sakit swasta kota Bandar Lampung. Jurnal Studi Pemerintahan Dan Akuntabilitas, 1(1), 43-54. doi:https://doi.org/10.35912/jastaka.v1i1.236

    Bellantuono, N., Nuzzi, A., Pontrandolfo, P., & Scozzi, B. (2021). Digital transformation models for the I4. 0 transition: Lessons from the change management literature. Sustainability, 13(23), 12941. doi:https://doi.org/10.3390/su132312941

    Bungin, B. (2011). Metodologi penelitian kualitatif: Aktualisasi metodologis ke arah ragam varian kontemporer.

    Carrisa, S., Sukamto, S., & Arisdiyoto, I. (2025). Efektivitas Program Kota Tanpa Kumuh Dalam Menangani Kawasan Permukiman Kumuh di Kota Pontianak. Professional: Jurnal Komunikasi dan Administrasi Publik, 12(1), 271-280. doi:https://doi.org/10.37676/professional.v12i1.7932

    D?browska, J., Almpanopoulou, A., Brem, A., Chesbrough, H., Cucino, V., Di Minin, A., . . . Mention, A. L. (2022). Digital transformation, for better or worse: a critical multi?level research agenda. R&D Management, 52(5), 930-954. doi:https://doi.org/10.1111/radm.12531

    Darmansah, T., Lubis, M. B., Hasanah, U., Sembiring, D. F., Ramadhani, P. S., & Lubis, D. M. B. (2024). Transformasi digital dalam manajemen persuratan terhadap perubahan proses dan peran teknologi. Socius: Jurnal Penelitian Ilmu-Ilmu Sosial, 1(11). doi:https://doi.org/10.5281/zenodo.11634738

    Elia, G., Solazzo, G., Lerro, A., Pigni, F., & Tucci, C. L. (2024). The digital transformation canvas: A conceptual framework for leading the digital transformation process. Business Horizons, 67(4), 381-398. doi:https://doi.org/10.1016/j.bushor.2024.03.007

    Fahmi, T. (2024). Transformasi Digital dan Pengaruhnya Terhadap Budaya Organisasi: Tinjauan Literatur Sistematis. Jurnal Manajemen Akuntansi dan Ilmu Ekonomi, 1(2), 101-109. doi:https://doi.org/10.70585/jumali.v1i2.46

    Farahani, P., Meier, C., & Wilke, J. (2016). Digital supply chain management agenda for the automotive supplier industry Shaping the digital enterprise: Trends and use cases in digital innovation and transformation (pp. 157-172): Springer.

    Farhan, W., Chaudhry, I. S., Razmak, J., & El Refae, G. A. (2024). Leaders’ behavioral approach in the digital era: Task vs relationship. Journal of Organizational Effectiveness: People and Performance, 11(1), 135-161. doi:https://doi.org/10.1108/JOEPP-06-2022-0145

    Fernandez-Vidal, J., Perotti, F. A., Gonzalez, R., & Gasco, J. (2022). Managing digital transformation: The view from the top. Journal of Business Research, 152, 29-41. doi:https://doi.org/10.1016/j.jbusres.2022.07.020

    Furr, N., Ozcan, P., & Eisenhardt, K. M. (2022). What is digital transformation? Core tensions facing established companies on the global stage. Global Strategy Journal, 12(4), 595-618. doi:https://doi.org/10.1002/gsj.1442

    Ghozali, I. (2018). Aplikasi analisis multivariete dengan program IBM SPSS 23.

    Hanelt, A., Bohnsack, R., Marz, D., & Antunes Marante, C. (2021). A systematic review of the literature on digital transformation: Insights and implications for strategy and organizational change. Journal of management studies, 58(5), 1159-1197. doi:https://doi.org/10.1111/joms.12639

    Imran, F., Shahzad, K., Butt, A., & Kantola, J. (2021). Digital transformation of industrial organizations: Toward an integrated framework. Journal of change management, 21(4), 451-479. doi:https://doi.org/10.1080/14697017.2021.1929406

    Kirana, A. Y., Saifudin, M., Mukhlisin, M. M., Fatmawati, N., & Ansori, M. I. (2023). Transformasi digital terhadap sumber daya manusia sebagai upaya meningkatkan kapabilitas perusahaan. Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-Commerce, 2(4), 19-36. doi:https://doi.org/10.30640/digital.v2i4.1707

    Kotter, J. P. (1996). Leading Change, harvard business review: Harvard Business School Press Books, Editor. Harvard Business School Press.

    Kraus, S., Durst, S., Ferreira, J. J., Veiga, P., Kailer, N., & Weinmann, A. (2022). Digital transformation in business and management research: An overview of the current status quo. International journal of information management, 63, 102466. doi:https://doi.org/10.1016/j.ijinfomgt.2021.102466

    Kristiyono, J., & Nurrosyidah, A. (2021). Analisis perilaku pencarian informasi di internet melalui fitur visual search. Scriptura, 11(2), 96-104. doi:https://doi.org/10.9744/scriptura.11.2.96-104

    M.M, D. M. R. S. P. (2021). Metode Penelitian (1st ed.). Cipta Media Nusantara.

    Masykur, F. a., Samsul, A., & Nuraeni, G. (2024). Perbandingan Kepuasan Publik atas Pelayanan Online dan Offline pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Provinsi Sulawesi Selatan. Studi Ekonomi dan Kebijakan Publik, 2(2), 101-116. doi:https://doi.org/10.35912/sekp.v2i2.2885

    Meliana, D. (2025). Transformasi digital dalam akuntansi manajemen: Tantangan dan peluang. Journal of Business Economics and Management| E-ISSN: 3063-8968, 1(3), 300-304.

    Moleong, L. J. (2017). Metode penelitian kualitatif, cetakan ke-36, Bandung: PT. Remaja Rosdakarya Offset, 6.

    Nadkarni, S., & Prügl, R. (2021). Digital transformation: a review, synthesis and opportunities for future research. Management Review Quarterly, 71(2), 233-341. doi:https://doi.org/10.1007/s11301-020-00185-7

    Oktaviani, E., Asrinur, A., Prakoso, A. W. I., & Madiistriyatno, H. (2023). Transformasi Digital Dan Strategi Manajemen. Oikos Nomos: Jurnal Kajian Ekonomi dan Bisnis, 16(1), 16-26. doi:https://doi.org/10.37479/jkeb.v16i1.20322

    Piccoli, G., Grover, V., & Rodriguez, J. (2024). Digital transformation requires digital resource primacy: Clarification and future research directions. The Journal of Strategic Information Systems, 33(2), 101835. doi:https://doi.org/10.1016/j.jsis.2024.101835

    Pradana, M. R. A., & Putra, N. P. (2024). Manajemen Pembangunan Kota Pintar: Sinergi Teknologi, Kebijakan Publik, dan Kearifan Lokal. Jurnal Relevansi: Ekonomi, Manajemen dan Bisnis, 8(2), 124-131. doi:https://doi.org/10.61401/relevansi.v8i2.157

    Priyatna, N. M. (2024). Transformasi Digital: Efisiensi dan Inovasi dalam Manajemen Operasional. Economic Reviews Journal, 3(3), 2653–2662-2653–2662. doi:https://doi.org/10.56709/mrj.v3i3.525

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    Schneider, S., & Kokshagina, O. (2021). Digital transformation: What we have learned (thus far) and what is next. Creativity and innovation management, 30(2), 384-411. doi:https://doi.org/10.1111/caim.12414

    Soedjono, S. (2022). Transformasi Digital Manajemen Pendidikan. Media Penelitian Pendidikan: Jurnal Penelitian dalam Bidang Pendidikan dan Pengajaran, 16(1), 103-107. doi:https://doi.org/10.26877/mpp.v16i1.12148

    Sugiyono. (2022). Metode Penelitian Kuantitatif. Alfabeta.

    Ushaka Adie, B., Tate, M., & Valentine, E. (2024). Digital leadership in the public sector: a scoping review and outlook. International Review of Public Administration, 29(1), 42-58. doi:https://doi.org/10.1080/12294659.2024.2323847

    Vial, G. (2019). Journal Of Strategic Information Systems Review Manuscript title: Understanding digital transformation: A review and a research agenda. doi:https://doi.org/10.1016/j.jsis.2019.01.003

    Wahyudi, A., Assyamiri, M. B. T., Al Aluf, W., Fadhillah, M. R., Yolanda, S., & Anshori, M. I. (2023). Dampak transformasi era digital terhadap manajemen sumber daya manusia. Jurnal Bintang Manajemen, 1(4), 99-111. doi:https://doi.org/10.55606/jubima.v1i4.2222

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  3. Azizah, N., Septiani, T., Halimah, H., Al Faqih, M. Z., & Esthi, R. B. (2025). Transformasi Nilai dalam Manajemen Perubahan. PEMA, 5(2), 747-752. doi:https://doi.org/10.56832/pema.v5i2.1527
  4. Azzahra, P. Z., Yuliansyah, Y., & Nauli, P. (2021). Pengaruh akuntabilitas dan budaya organisasi terhadap kinerja organisasi pada rumah sakit swasta kota Bandar Lampung. Jurnal Studi Pemerintahan Dan Akuntabilitas, 1(1), 43-54. doi:https://doi.org/10.35912/jastaka.v1i1.236
  5. Bellantuono, N., Nuzzi, A., Pontrandolfo, P., & Scozzi, B. (2021). Digital transformation models for the I4. 0 transition: Lessons from the change management literature. Sustainability, 13(23), 12941. doi:https://doi.org/10.3390/su132312941
  6. Bungin, B. (2011). Metodologi penelitian kualitatif: Aktualisasi metodologis ke arah ragam varian kontemporer.
  7. Carrisa, S., Sukamto, S., & Arisdiyoto, I. (2025). Efektivitas Program Kota Tanpa Kumuh Dalam Menangani Kawasan Permukiman Kumuh di Kota Pontianak. Professional: Jurnal Komunikasi dan Administrasi Publik, 12(1), 271-280. doi:https://doi.org/10.37676/professional.v12i1.7932
  8. D?browska, J., Almpanopoulou, A., Brem, A., Chesbrough, H., Cucino, V., Di Minin, A., . . . Mention, A. L. (2022). Digital transformation, for better or worse: a critical multi?level research agenda. R&D Management, 52(5), 930-954. doi:https://doi.org/10.1111/radm.12531
  9. Darmansah, T., Lubis, M. B., Hasanah, U., Sembiring, D. F., Ramadhani, P. S., & Lubis, D. M. B. (2024). Transformasi digital dalam manajemen persuratan terhadap perubahan proses dan peran teknologi. Socius: Jurnal Penelitian Ilmu-Ilmu Sosial, 1(11). doi:https://doi.org/10.5281/zenodo.11634738
  10. Elia, G., Solazzo, G., Lerro, A., Pigni, F., & Tucci, C. L. (2024). The digital transformation canvas: A conceptual framework for leading the digital transformation process. Business Horizons, 67(4), 381-398. doi:https://doi.org/10.1016/j.bushor.2024.03.007
  11. Fahmi, T. (2024). Transformasi Digital dan Pengaruhnya Terhadap Budaya Organisasi: Tinjauan Literatur Sistematis. Jurnal Manajemen Akuntansi dan Ilmu Ekonomi, 1(2), 101-109. doi:https://doi.org/10.70585/jumali.v1i2.46
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  15. Furr, N., Ozcan, P., & Eisenhardt, K. M. (2022). What is digital transformation? Core tensions facing established companies on the global stage. Global Strategy Journal, 12(4), 595-618. doi:https://doi.org/10.1002/gsj.1442
  16. Ghozali, I. (2018). Aplikasi analisis multivariete dengan program IBM SPSS 23.
  17. Hanelt, A., Bohnsack, R., Marz, D., & Antunes Marante, C. (2021). A systematic review of the literature on digital transformation: Insights and implications for strategy and organizational change. Journal of management studies, 58(5), 1159-1197. doi:https://doi.org/10.1111/joms.12639
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  22. Kristiyono, J., & Nurrosyidah, A. (2021). Analisis perilaku pencarian informasi di internet melalui fitur visual search. Scriptura, 11(2), 96-104. doi:https://doi.org/10.9744/scriptura.11.2.96-104
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  27. Nadkarni, S., & Prügl, R. (2021). Digital transformation: a review, synthesis and opportunities for future research. Management Review Quarterly, 71(2), 233-341. doi:https://doi.org/10.1007/s11301-020-00185-7
  28. Oktaviani, E., Asrinur, A., Prakoso, A. W. I., & Madiistriyatno, H. (2023). Transformasi Digital Dan Strategi Manajemen. Oikos Nomos: Jurnal Kajian Ekonomi dan Bisnis, 16(1), 16-26. doi:https://doi.org/10.37479/jkeb.v16i1.20322
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  30. Pradana, M. R. A., & Putra, N. P. (2024). Manajemen Pembangunan Kota Pintar: Sinergi Teknologi, Kebijakan Publik, dan Kearifan Lokal. Jurnal Relevansi: Ekonomi, Manajemen dan Bisnis, 8(2), 124-131. doi:https://doi.org/10.61401/relevansi.v8i2.157
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  34. Rauf, A., & Andriyani, D. (2023). Analisis Implementasi Good Governance terhadap Pelayanan Publik pada Dinas Kependudukan dan Catatan Sipil Kota Palembang. Jurnal Studi Pemerintahan Dan Akuntabilitas, 2(2), 99-108.
  35. Schneider, S., & Kokshagina, O. (2021). Digital transformation: What we have learned (thus far) and what is next. Creativity and innovation management, 30(2), 384-411. doi:https://doi.org/10.1111/caim.12414
  36. Soedjono, S. (2022). Transformasi Digital Manajemen Pendidikan. Media Penelitian Pendidikan: Jurnal Penelitian dalam Bidang Pendidikan dan Pengajaran, 16(1), 103-107. doi:https://doi.org/10.26877/mpp.v16i1.12148
  37. Sugiyono. (2022). Metode Penelitian Kuantitatif. Alfabeta.
  38. Ushaka Adie, B., Tate, M., & Valentine, E. (2024). Digital leadership in the public sector: a scoping review and outlook. International Review of Public Administration, 29(1), 42-58. doi:https://doi.org/10.1080/12294659.2024.2323847
  39. Vial, G. (2019). Journal Of Strategic Information Systems Review Manuscript title: Understanding digital transformation: A review and a research agenda. doi:https://doi.org/10.1016/j.jsis.2019.01.003
  40. Wahyudi, A., Assyamiri, M. B. T., Al Aluf, W., Fadhillah, M. R., Yolanda, S., & Anshori, M. I. (2023). Dampak transformasi era digital terhadap manajemen sumber daya manusia. Jurnal Bintang Manajemen, 1(4), 99-111. doi:https://doi.org/10.55606/jubima.v1i4.2222