Digital transformation of health licensing services: a qualitative study of service processes, human resource capacity, and system reliability in indonesia
DOI:
https://doi.org/10.61099/jakespol.v1i4.551Keywords:
digital technology, health services administration, human resources, licensure, public servicesAbstract
ntroduction: Digital transformation has improved the accessibility, transparency, and efficiency of public licensing services. However, health licensing remains dependent on effective procedures, competent personnel, and reliable digital systems. This study explored health licensing services at the Makassar City Investment and One-Stop Integrated Services Agency, focusing on service processes, human resources, and technology.
Methods: A descriptive qualitative study was conducted in July 2026. Five informants were selected purposively, comprising one key informant, three primary informants, and one supporting informant. Data were collected through in-depth interviews, non-participant observation, and documentation. The data were organized, reduced, categorized, and interpreted using content analysis, with source, method, and data triangulation applied to strengthen credibility.
Results: Licensing procedures generally followed established SOPs, although incomplete documents and limited applicant understanding sometimes caused delays. Personnel demonstrated adequate procedural and communication skills, but workloads increased during peak demand. Digital systems supported service delivery, although slow performance, maintenance, and server downtime occasionally disrupted operations.
Conclusion: Health licensing services were generally well implemented, but service quality could be strengthened through clearer applicant information, continuous workforce development, workload management, and improved reliability of digital infrastructure. These improvements may support more accessible, efficient, and resilient public licensing services.
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