TRANSFORMATION OF DECISION MAKING IN DIGITAL-BASED DRIVING EXTENSION SERVICES AT GORONTALO CITY POLICE STATION

Abstract

Public services have undergone significant transformations along with the development of information technology, including in driver's license (SIM) renewal services. This study aims to analyze the transformation of decision-making in digital-based driver's license (SIM) renewal services at the Gorontalo City Police Department. This research used a qualitative, descriptive approach. Twenty-five informants, consisting of members of the public as service users, participated in the study. Data collection techniques included interviews, observation, and documentation, with data validity tested using triangulation. Data analysis employed the Miles and Huberman interactive model. The results indicate a transformation in decision-making from a manual system based on officer judgment to a digital system (system-driven decision). The use of the National Police Traffic Corps (Korlantas Polri) Digital application allows for automated data verification, thereby increasing the efficiency, speed, and objectivity of services. The public considers the digital system easier, more practical, and accessible at any time without having to visit the service office in person. However, the effectiveness of the system is still influenced by the quality of the input data and the readiness of the technology used