PORTALJABAR, BANDUNG CITY - Digital transformation within the Bandung City Government is not simply marked by the presence of a website or app. It also encompasses changes in work culture and the way the government provides services to the public, enabling previously manual processes to become more effective, efficient, easy, and convenient.

This was conveyed by the Head of the Information and Communication Technology (ICT) Evaluation Team of the Bandung City Communication and Information Service, Ganjar Setya Pribadi in the Sonata Talkshow entitled "Bandung City Digital Services: Easier, More Convenient", Thursday (6/8/2026).

According to Ganjar, the use of technology shouldn't be solely focused on creating websites or applications. More importantly, it should be about how technology can transform work patterns and cultures, thus significantly impacting service quality.

"The bottom line is how we change the work culture. So, digital transformation isn't just about creating a website or app and then it's done," he said.

"Technology must be part of the transformation of the way we work, so that previously manual processes can become more effective and efficient, ultimately providing easier and more convenient services for the public," he added.

He believes that the implementation of digital services must also consider the characteristics of the community as users. With internet penetration in Bandung reportedly reaching over 80 percent, the public's demand for digital services is considered quite high.

"If we look at digital penetration in Bandung City, internet users are already quite high, exceeding 80 percent. This means the public's demand for digital services is also quite high. Therefore, Bandung City Government services need to continuously adapt and utilize digital channels according to the characteristics and needs of their users," he explained.

However, digital transformation doesn't mean eliminating all face-to-face services. Some people still need in-person services, so the government needs to provide service options tailored to the needs of each community group.

"Digital transformation doesn't mean all services have to abandon face-to-face services. Some people still need in-person services. Therefore, the approach isn't to completely replace conventional services, but to provide a choice of services tailored to the community's needs," he said.

In employment services, digital transformation has also made it easier for people to access information and find jobs.

Processes that previously required physical files, printing, and photocopying can now be done digitally, making them more practical and efficient.

One of them is through the New BIMMA of the Bandung City Manpower Office which has been utilized by the community, both to search for job vacancies and when participating in job fair activities.

Myiesha, a Telkom University student who conducted research on digital employment services, said that some respondents considered using the NEW BIMMA application more practical because it can be easily accessed through their devices.

These findings indicate that NEW BIMMA users' preferences are quite diverse. Therefore, service development needs to continuously consider community convenience and needs to facilitate easier access to employment services.

Furthermore, digital issues and community support are still needed to ensure inclusive digital transformation.

"We shouldn't force people to use technology they're unfamiliar with. We need to adapt technology to users' habits and needs," he said.

He cited the example of seniors or older adults who may be more accustomed to using WhatsApp than downloading a new app. Therefore, government services can be delivered through this familiar platform, including utilizing AI-based chatbots to provide information and assist with service registration.

"Government digital services can be available on WhatsApp. If we want to use AI, we can have an AI chatbot on WhatsApp. So, people can simply send a WhatsApp message when they need a service, and they can be assisted with obtaining information or registering," he explained.

According to him, this approach is part of the government's efforts to ensure that technology truly makes things easier for the public, rather than adding new steps to access services.

(Bandung City Communications and Information Service/rka)