Case Studies/e-Kelurahan Digital Transformation

IntegrationGovernment & Public SectoreGovernmentPublic Service

e-Kelurahan Digital Transformation

One of the pioneer in Depok city digital transformation in eGovernment. Use by government of Depok to provide efficient and effective public service.

Client

Pemerintah Kota Depok

Duration

Completed successfully

Year

2022

Team Size

Government solutions team

Key Outcomes

Citizen service deliveryDigitized

Standardized, trackable service workflows to reduce manual handling and bottlenecks.

Operational efficiencyImproved

Clear queues, status tracking, and reporting improve throughput and accountability.

eGovernment readinessStrengthened

A foundation for scaling additional public services and integrations over time.

The Challenge

Digitizing Public Services While Preserving Governance and Adoption

Kelurahan services involve diverse requirements and documentation. Digital transformation must simplify operations, preserve auditability, and be easy to adopt by staff and citizens.

High variation of service types

Different services require different requirements, documents, and process steps.

User adoption constraints

The system must be intuitive and aligned with daily operations to ensure uptake.

Accountability and reporting

Status, SLA visibility, and traceable histories are essential for governance.

Our Approach

Workflow-Based Digital Service Platform With Clear Governance Controls

Sintesa delivered standardized service workflows, user-centered UX, and operational reporting to support reliable public service delivery at scale.

Service catalog and workflow templates

Defined service types, steps, requirements, and document templates.

User-centered UX design

Streamlined forms, clear validations, and role-based navigation for staff.

Tracking, SLA, and reporting

Dashboards for service status, throughput, and operational reporting.

Rollout and SOP enablement

Phased adoption support with training and operational procedures.

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