Digitalisasi manajemen keuangan dan layanan publik
Studi kasus sistem Smile pada BPJS Ketenagakerjaan Pasuruan
Abstract
Digital transformation is a crucial strategy for improving the effectiveness of public services and financial governance. BPJS Ketenagakerjaan (Employee Protection Integration System) has implemented the SMILE System (Worker Protection Integration System) as a digital innovation to integrate service, administration, and financial processes. This study aims to disseminate the impact of SMILE implementation on financial performance and service effectiveness at the Pasuruan Branch of BPJS Ketenagakerjaan. The research method used a qualitative approach through field observations, interviews, and literature studies. The results showed that SMILE was able to improve recording accuracy, accelerate service processes, and strengthen accountability through a digital audit trail. However, the implementation system still faces obstacles such as limited technical competence, infrastructure readiness, and resistance to change. Improvement efforts were carried out through training, network strengthening, SOP refinement, and organizational change management. Overall, SMILE contributes positively and has the potential to support more efficient and transparent digital governance.
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