Increasing the Effectiveness and Customer Satisfaction of General Affairs Through the Implementation of Digital Transformation; Case Study : Indobara Smart Services at PT Borneo Indobara

Abstract

Manual processes in General Affairs (GA) at PT Borneo Indobara had long been a source of inefficiency, delays, and user dissatisfaction. As the company's operations expanded, the need for digital transformation became urgent to ensure faster, more accurate, and transparent internal services. This study aims to analyze the effectiveness of digital transformation through the implementation of Indobara Smart Services (ISS) in improving GA’s operational performance and employee satisfaction. Using a mixed-method approach, the research collected primary data via interviews, surveys, and observations, supported by internal documentation. The system automates key GA services such as fuel and unit management, visitor and meal coordination, leave recording, and internal reporting (GA Care). Results show significant improvements in service speed, data transparency, and user engagement, with an average satisfaction score of 4.26 out of 5. Employees reported enhanced communication, real-time request tracking, and faster approvals. The findings demonstrate that ISS not only streamlines workflows but also supports broader sustainability and digital transformation goals. This research provides actionable insights for organizations in resource-intensive industries aiming to modernize internal support functions for greater agility and user satisfaction.