Bridging The Digital Paradox: An Analysis of Competency Gaps Among Civil Servants in The Transformation of Public Services
Abstract
Digital transformation in the public sector promises greater efficiency and improved service quality; however, its implementation faces complex challenges related to human resource readiness. This study examines competency gaps among civil servants in supporting the Smart Kampung Program in Banyuwangi through a case study in Giri District. Employing a qualitative-descriptive approach with a survey of 87 civil servants, the research maps both actual and ideal competency profiles across hard skills and soft skills dimensions. The findings reveal a significant competency paradox: while civil servants demonstrate proficiency in basic digital operations (scores 3.62–3.83) and public communication (score 3.87), they face critical deficits in independent troubleshooting (score 2.87) and system error handling (score 2.89). Gaps in collaborative leadership are also identified, particularly in leading cross-unit coordination (score 3.29) and task delegation (score 3.38). The intervention priority matrix highlights Giri and Mojopanggung urban villages as units with the highest urgency, whereas Jambesari and Grogol villages represent best practices. The study underscores that civil servants function more as passive operators rather than autonomous system managers. Recommendations include redesigning advanced technical training programs, strengthening digital leadership, and establishing cross-unit communities of practice to foster sustainable transformation.
Keywords
References
Ana Fitrianti, A., Cellindita, S., & Pramnesti, K. (2021). Efektivitas Inovasi Program Smart Kampung Di Desa Ketapang Kabupaten Banyuwangi. Journal of Governance Innovation, 3(1), 1–17. https://doi.org/10.36636/jogiv.v3i1.438
Ashdaq, M., Bahri, A. A., Kasim, I., & Mandasari, N. F. (2024). Kompetensi Digital dan Fasilitas Berbasis Digital Pengaruhnya Terhadap Kinerja Sumber Daya Manusia: Studi Pada Organisasi Publik. MANDAR: Management Development and Applied Research Journal, 7(1), 77–86. https://doi.org/10.31605/mandar.v7i1.4344
Ayyasy, A. N., & Maelani, S. (2024). Tantangan Kompetensi SDM dalam Menghadapi Era Digital: Sebuah Literatur Review. Jurnal Ilmu Sosial, Manajemen, Akuntansi Dan Bisnis, 1(02), 53–59. https://doi.org/10.70508/2egxeq43
Aziiza, A. A., & Susanto, T. D. (2020). The Smart Village Model for Rural Area (Case Study: Banyuwangi Regency). IOP Conference Series: Materials Science and Engineering, 722(1), 012011. https://doi.org/10.1088/1757-899X/722/1/012011
Aziz, N. A., & Putri, N. P. (2021). Smart Kampung, Mereduksi Birokratisasi Pelayanan Publik (Studi pada Desa Wringinrejo, Kecamatan Gambiran, Kabupaten Banyuwangi). Jurnal Ilmiah Administrasi Publik, 007(03), 414–422. https://doi.org/10.21776/ub.jiap.2021.007.03.12
Baru, V. P., Djunaedi, A., & Herwangi, Y. (2019). Tahap Pengembangan Smart Kampung di Desa Ketapang Kabupaten Banyuwangi. Jurnal Planoearth, 4(2), 68. https://doi.org/10.31764/jpe.v4i2.1000
Caci, L., Nyantakyi, E., Blum, K., Sonpar, A., Schultes, M.-T., Albers, B., & Clack, L. (2025). Organizational readiness for change: A systematic review of the healthcare literature. Implementation Research and Practice, 6. https://doi.org/10.1177/26334895251334536
Cahyarini, F. D. (2021). Implementasi Digital Leadership dalam Pengembangan Kompetensi Digital pada Pelayanan Publik. Jurnal Studi Komunikasi Dan Media, 25(1), 47. https://doi.org/10.31445/jskm.2021.3780
Chen, J., Neubaum, D. O., Reilly, R. R., & Lynn, G. S. (2015). The relationship between team autonomy and new product development performance under different levels of technological turbulence⋆. Journal of Operations Management, 33–34(1), 83–96. https://doi.org/10.1016/j.jom.2014.10.001
Cinar, E., Trott, P., & Simms, C. (2021). An international exploration of barriers and tactics in the public sector innovation process. Public Management Review, 23(3), 326–353. https://doi.org/10.1080/14719037.2019.1668470
Damar, M., Aydın, Ö., Nihal Cagle, M., Özoğuz, E., Ömer Köse, H., & Özen, A. (2024). Navigating the digital frontier: transformative technologies reshaping public administration. EDPACS, 69(9), 41–69. https://doi.org/10.1080/07366981.2024.2376792
Daroini, A., Helpiastuti, S. B., & Pamungkas, T. S. (2023). Inovasi Produk Layanan Administrasi Desa Melalui Aplikasi Banyuwangi Smart Kampung. E-SOSPOL, 10(4), 341. https://doi.org/10.19184/e-sospol.v10i4.43959
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319. https://doi.org/10.2307/249008
Destiana, R. (2023). Kepemimpinan dan Pengembangan Sumber Daya Manusia Sektor Publik. Dialogue : Jurnal Ilmu Administrasi Publik, 5(1). https://doi.org/10.14710/dialogue.v5i1.15762
Dinas Komunikasi dan Informatika Provinsi Jawa Timur. (2016, May 31). Banyuwangi Kini Punya Smart Kampung . Dinas Komunikasi Dan Informatika Provinsi Jawa Timur. https://kominfo.jatimprov.go.id/read/umum/banyuwangi-kini-punya-smart-kampung-
Dunleavy, P. (2005). New Public Management Is Dead--Long Live Digital-Era Governance. Journal of Public Administration Research and Theory, 16(3), 467–494. https://doi.org/10.1093/jopart/mui057
Enaifoghe, A., Ndebele, N. C., Durokifa, A., & Thusi, X. (2024). Drivers of Digital Transformation and Their Efficacy in Public Sector Human Resource Management. In Elvin Shava & Nduduzo Ndebele (Eds.), Digital Transformation in Public Sector Human Resource Management (pp. 41–62). IGI Global. https://doi.org/10.4018/979-8-3693-2889-7.ch003
Fa Zuhri, N. Z., Sholahudin, A., & Widjajani, R. (2023). Human Resources Bureaucratic Reform Roadmap in Public Service in Malang City. International Journal of Research in Social Science and Humanities, 04(09), 01–17. https://doi.org/10.47505/IJRSS.2023.V4.9.1
Fanani, A. (2019, September 7). 189 Desa di Banyuwangi Teraliri Fiber Optik. Detik. https://news.detik.com/berita-jawa-timur/d-4692806/189-desa-di-banyuwangi-teraliri-fiber-optik
Filho, W. L. (2015). Transformative Approaches to Sustainable Development at Universities (W. Leal Filho, Ed.). Springer International Publishing. https://doi.org/10.1007/978-3-319-08837-2
Gillespie, N., & Daly, N. (2025). Repairing trust in public sector agencies. In Handbook on Trust in Public Governance (pp. 98–115). Edward Elgar Publishing. https://doi.org/10.4337/9781802201406.00012
Habibani, R. A., & Frinaldi, A. (2025). INOVASI BUDAYA ORGANISASI PUBLIK DALAM ERA DIGITAL: PELUANG DAN STRATEGI IMPLEMENTASI. SOCIAL : Jurnal Inovasi Pendidikan IPS, 5(2), 407–421. https://doi.org/10.51878/social.v5i2.5365
Joshi, S., Sharma, M., Das, R. P., Rosak-Szyrocka, J., Żywiołek, J., Muduli, K., & Prasad, M. (2022). Modeling Conceptual Framework for Implementing Barriers of AI in Public Healthcare for Improving Operational Excellence: Experiences from Developing Countries. Sustainability, 14(18), 11698. https://doi.org/10.3390/su141811698
Khoironi, S. C. (2020). Pengaruh Analisis Kebutuhan Pelatihan Budaya Keamanan Siber Sebagai Upaya Pengembangan Kompetensi bagi Aparatur Sipil Negara di Era Digital. Jurnal Studi Komunikasi Dan Media, 24(1), 37. https://doi.org/10.31445/jskm.2020.2945
Kurbanoğlu, S., Grassian, E., Mizrachi, D., Catts, R., Akça, S., & Špiranec, S. (2013). European Conference on Information Literacy. In S. Kurbanoğlu, E. Grassian, D. Mizrachi, R. Catts, S. Akça, & S. Špiranec (Eds.), European Conference on Information Literacy. Hacettepe University Department of Information Management.
Lintang Pamungkas, N. (2020). Penyerahan Agenda Politik Pemerintah: Pengelolaan Kebijakan Smart Kampung Berbasis Society Kabupaten Banyuwangi. Jurnal Transformative, 6(1), 48–71. https://doi.org/10.21776/ub.transformative.2020.006.01.3
Manar, D., Alfirdaus, L., & Yuwono, T. (2021, October). Localizing IT: Smart Kampung as Banyuwangi Regency’s Innovation from Below 2015-2020. Proceedings of the 5th International Conference on Indonesian Social and Political Enquiries, ICISPE 2020, 9-10 October 2020, Semarang, Indonesia. https://doi.org/10.4108/eai.9-10-2020.2304816
Meiyanti, R., Utomo, B., Sensuse, D. I., & Wahyuni, R. (2018). e-Government Challenges in Developing Countries: A Literature Review. 2018 6th International Conference on Cyber and IT Service Management (CITSM), 1–6. https://doi.org/10.1109/CITSM.2018.8674245
Monteiro, A. R., & Paiva Dias, G. (2021). Impacts and challenges of Digital Government for the Public Sector’s Human Resources. 2021 16th Iberian Conference on Information Systems and Technologies (CISTI), 1–6. https://doi.org/10.23919/CISTI52073.2021.9476654
Putra, I. M. A. W. W., Dinata, C., Poespitohadi, W., & Nadila, A. A. P. (2024). Village Aplication Perfomance Evaluation: Analysis of The Smart Kampung Application in Ketapang, Banyuwangi. Public Corner, 19(2). https://doi.org/https://doi.org/10.24929/fisip.v19i2.3757
Putri Aji, T. P. C., Lilik Antarini, & I Wayan Sudemen. (2024). Pengaruh Aplikasi Smart Kampung Banyuwangi Terhadap Kualitas Pelayanan Administrasi Kependudukan di Dinas Kependudukan dan Pencatatan Sipil (DISDUKCAPIL) Kabupaten Banyuwangi. Journal of Contemporary Public Administration (JCPA), 4(1), 45–57. https://doi.org/10.22225/jcpa.4.1.2024.45-57
Saputra, Y. A., & Pratama, M. R. (2023). INOVASI E-GOVERNMENT MELALUI SMART KAMPUNG DI KABUPATEN BANYUWANGI. Jurnal Mediasosian : Jurnal Ilmu Sosial Dan Administrasi Negara, 7(1), 30–47. https://doi.org/10.30737/mediasosian.v7i1.3174
Sarjito, A., & Pantja Djati, S. (2025). Implikasi Kompetensi Digital Aparatur Sipil Negara Milenial terhadap Reformasi Birokrasi Digital di Era Transformasi Pemerintahan. Jurnal Administrasi Publik, 21(1), 87–109. https://doi.org/10.52316/jap.v21i1.610
Shava, E., & Ndebele, N. (2024). Digital Transformation in Public Sector Human Resource Management (E. Shava & N. Ndebele, Eds.). IGI Global. https://doi.org/10.4018/979-8-3693-2889-7
Sugiharti, I., Adnan, F., Prasetyo, B., & Shahihah, D. (2021). E-Government Roadmap for Smart Governance: A Study from Banyuwangi Smart Village. 2021 International Conference on Computer Science, Information Technology, and Electrical Engineering (ICOMITEE), 105–112. https://doi.org/10.1109/ICOMITEE53461.2021.9650320
Sutalhis, M., & Novaria, E. (2024). LITERASI DIGITAL DAN PELAYANAN PUBLIK YANG BAIK. ACADEMIA: Jurnal Inovasi Riset Akademik, 4(1), 17–23. https://doi.org/10.51878/academia.v4i1.2812
Syed, R., Bandara, W., & Eden, R. (2023). Public sector digital transformation barriers: A developing country experience. Information Polity, 28(1), 5–27. https://doi.org/10.3233/IP-220017
Trisno Sakti Herwanto, Hasbi Rohmansyah, Anastasia Kade Daga, & Bernadeth Getrudis Roflebabin. (2024). KOMPETENSI APARATUR SIPIL NEGARA DI ERA DIGITAL SEBUAH KERANGKA KONSEPTUAL. Kebijakan : Jurnal Ilmu Administrasi, 15(02), 201–209. https://doi.org/10.23969/kebijakan.v15i02.6582
Vial, G. (2019). Understanding digital transformation: A review and a research agenda. The Journal of Strategic Information Systems, 28(2), 118–144. https://doi.org/10.1016/j.jsis.2019.01.003
Wagner, B., & Fain, N. (2018). Regulatory influences on innovation in the public sector: the role of regulatory regimes. Public Management Review, 20(8), 1205–1227. https://doi.org/10.1080/14719037.2017.1350282
Weiner, B. J. (2009). A theory of organizational readiness for change. Implementation Science, 4(1), 67. https://doi.org/10.1186/1748-5908-4-67
Yunas, N. S., Hakim, A. I., & Pohan, I. A. (2023). Triple Disruption dan Percepatan Akselerasi Transformasi Digital di Desa. Matra Pembaruan, 7(2), 87–97. https://doi.org/10.21787/mp.7.2.2023.87-97
DOI: http://dx.doi.org/10.31258/jkp.v17i3.9134
Refbacks
- There are currently no refbacks.
Copyright (c) 2026 Jurnal Kebijakan Publik
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
<div style="display: none;"><p><a href="https://www.volvocarssouthwesthouston.com/">toto 4d</a></p></div>
<div style="display: none;"><p><a href="https://www.ppc-hamilton.ca/">slot jackpot</a></p></div>