DIGITAL TRANSFORMATION THROUGH BAPENDA SOUTH SULAWESI MOBILE: A REGIONAL E-GOVERNMENT INITIATIVE

Povzetek

This study aims to analyze the success of Bapenda Sulsel Mobile, an e-government-based service implemented by the Regional Revenue Agency of South Sulawesi Province. The research focuses on assessing the maturity level of this innovation within the framework of digital public service transformation. Using a qualitative descriptive approach, data were collected through in-depth interviews, field observations, and document analysis to examine the system’s development, citizen engagement, and organizational readiness. The analysis adopts the four-stage e-Government Maturity Model, Presence on the Web, Interaction between Citizen and Government, Complete Transaction over the Web, and Integration of Services—to evaluate the performance of digital governance in a regional context. The findings indicate that Bapenda Sulsel Mobile has achieved a high level of digital maturity, with significant progress in transparency, responsiveness, and efficiency of tax administration. The application enables end-to-end digital transactions, strengthens communication between citizens and government, and enhances accountability in local revenue services. Moreover, institutional adaptability and supportive leadership have contributed to the sustainability of innovation. The study concludes that Bapenda Sulsel Mobile represents an effective model of regional digital governance that integrates technology, organization, and citizen participation. The results offer valuable insights for local governments seeking to accelerate e-government transformation and improve public service performance in Indonesia’s digital era.