Digitalization Gaps in Personnel Transfer Administration: A Case Study at BKPSDMD Makassar

Abstract

This study examines the digitalization gap in the Personnel Transfer Division of the Makassar City Regional Civil Service and Human Resources Development Agency (BKPSDMD), particularly in the administration of personnel transfers for the State Civil Apparatus (ASN), which currently operates through a hybrid model combining manual processes and personnel information systems. The study aims to describe the existing personnel transfer administration workflow, identify the obstacles encountered, and analyze these conditions from the perspectives of human resource management, organizational behavior, and electronic-based government (SPBE). A qualitative descriptive method was employed based on participant observation and informal communication with staff during a 36-working-day internship in mid-2026. The findings indicate that although some data have been recorded in personnel information systems such as SIMPEG and/or SIASN, physical document verification, document archiving, and coordination among work units remain heavily dependent on manual processes. This results in five main obstacles: incomplete data integration, time-consuming document verification, the absence of real-time application status monitoring, the risk of recording errors or lost archives, and dependence on manual coordination among work units. These five obstacles are interrelated and rooted in three layers of issues: technology, procedures, and human resource readiness. The study recommends more comprehensive integration of personnel information systems, the development of real-time application status monitoring features, phased digitization of archives, simplification of standard operating procedures, and capacity building for administrative staff as measures to strengthen objective, transparent, and accountable personnel governance.