Enhancing Administrative Efficiency and User Satisfaction Through BPM-Based Digital Archiving: Case of SINDE in West Java Province

Abstract

This study investigates the implementation of the Electronic Official Manuscript System (SINDE) at the West Java Education Quality Assurance Agency (BBPMP) to evaluate its impact on administrative efficiency and user satisfaction through a Business Process Management (BPM) perspective. The objective is to determine how a digital filing system, when supported by structured process optimization, can improve public sector performance. Using a mixed-methods approach, the study combines survey data from 45 users, in-depth interviews with 9 key informants, and document analysis to assess pre- and post-implementation outcomes. Study findings indicate that SINDE significantly improves workflow efficiency, reduces paper use and operational costs, and enhances document security. Most users expressed satisfaction with the system's ease of use and speed, although concerns were raised regarding occasional system downtime, lack of training, and continued reliance on manual processes. The study confirms that integrating BPM principles into digital transformation initiatives supports improved service delivery and accountability in public administration. However, the system's success also depends on organizational readiness, ongoing capacity development, and alignment with the national digital infrastructure. The implications suggest that for digital archiving systems like SINDE to reach their full potential, institutions must invest in technical reliability, staff training, and change management strategies. This research contributes to the broader discourse on e-government implementation and offers practical recommendations for optimizing digital systems in the public sector.

 Keywords: business process management, digital archiving, e-government, public sector efficiency, user experience