Evaluasi Implementasi Manajemen Perubahan dalam Rangka Peningkatan Sistem Pemerintahan Berbasis Elektronik di Pemerintah Provinsi Sumatera Utara

Abstract

This study aims to evaluate the implementation of change management to enhance the Electronic-Based Government System (SPBE) in the North Sumatra Provincial Government. SPBE change management ensures the continuity and improvement of SPBE service quality by controlling changes during system implementation. This control is carried out through a series of processes, including planning, analysis, development, implementation, monitoring and evaluation of SPBE changes. The research framework focused on the domains assessed in SPBE monitoring and evaluation, namely the Policy Domain, Governance Domain, and Service/Application Domain. Through change management implementation and problem formulation, the study aims to establish SPBE change management guidelines, a structured Change Management Team, and Standard Operating Procedures (SOP) for SPBE changes. Using a qualitative descriptive approach, data were collected through interviews, surveys, observations and document analysis. The findings reveal that the effectiveness of change management implementation is significantly influenced by the organizational readiness, including policy preparedness, the capacity of human resources managing and involved in the change, and the adequacy of technology services and infrastructure. The study formulated several policies and technical steps to support effective change management implementation, including enhancing internal communication, developing human resource capacity through training, and providing adequate infrastructure to support improved service performance in adapting to changes. Implementing these strategies is expected to ensure the continuity and enhancement of SPBE service quality in the North Sumatra Provincial Government.