PUBLIC SERVICE INNOVATION IN RELIGIOUS CONTEXT: E-GOVERNMENT IMPLEMENTATION ANALYSIS OF INDONESIA'S INTEGRATED HAJJ INFORMATION SYSTEM

Abstract

Digital transformation of public services represents a critical advancement in modern governance, particularly in specialized religious contexts where traditional practices intersect with technological innovation. This study examines e-government implementation through Indonesia's Integrated Hajj Information and Computerization System (SISKOHAT) at the Ministry of Religious Affairs Office in Makassar City. SISKOHAT transforms manual hajj registration processes into automated systems, creating comprehensive pilgrim databases and enhancing religious service delivery efficiency. The research employs qualitative descriptive methodology, utilizing primary and secondary data collected through observation, interviews, documentation, and literature review. Analysis is grounded in George C. Edwards III's policy implementation theory, examining communication, resources, disposition, and bureaucratic structure variables. Findings reveal mixed outcomes across implementation dimensions. Communication effectiveness remains suboptimal with deficiencies in information clarity, transmission, and consistency. Resource analysis indicates adequate budget allocation covering operational costs and training, though human resource quantity remains insufficient despite good quality, and physical infrastructure shows capacity limitations. Disposition demonstrates positive implementer attitudes and commitment, though adaptability challenges persist regarding policy changes and system updates. Bureaucratic structure reveals existing Standard Operating Procedures with fragmentation management challenges. Results contribute to understanding public service innovation in religious contexts, highlighting e-government implementation complexities in specialized administrative domains. The study provides insights for enhancing digital transformation strategies in Indonesia's religious public service delivery, demonstrating both opportunities and challenges in modernizing traditional religious administration through technological solutions.