Digital Transformation in Civil Servant Competency Assessment: Evaluating System Effectiveness and Regional Disparities

Abstract

The research evaluates the implementation of the Online Assessment Centre Kepri (OACK), a digital transformation initiative by the Kepulauan Riau Provincial Government to address geographical challenges in assessing the competency of State Civil Apparatus (ASN). The research employed a mixed-methods sequential explanatory approach. Quantitative data were obtained from a Service Satisfaction Index (IKP) survey of 235 respondents in 2025, which was statistically analysed and followed by Importance-Performance Analysis (IPA). Qualitative data were analysed using a SWOT (Strengths-Weaknesses-Opportunities-Threats) framework to integrate datasets

The quantitative findings confirmed that OACK successfully improved ease of access and administrator responsiveness. Further analysis identified opportunities to strengthen the overall system's impact, including expanding participation more equitably across regions. Through the IPA analysis, four priority areas for further optimisation were identified: (1) the quality of assessor questions, (2) the clarity of simulation instructions, (3) assessor competency, and (4) the quality of assessment tools.

Based on the integrated findings, this study recommends development strategies including: refining assessment instruments, strengthening assessor and administrator capacity, technical optimisation for various network conditions, and phased implementation supported by regular monitoring of participation and Service Satisfaction Index (IKP) surveys to ensure the program's effectiveness and sustainability. These findings not only provide an empirical contribution to the literature on public sector digital transformation but also offer strategies for expanding the equity and effectiveness of assessment systems in archipelagic regions.