Implementation of the Electronic-Based Government System (SPBE) through the Halo JPN Application at the Bengkulu High Prosecutor's Office

Abstract

The Electronic-Based Government System (Sistem Pemerintahan Berbasis Elektronik, SPBE) mandates that Indonesian public institutions deliver services through integrated digital channels, yet evidence from developing countries indicates that the availability of an application does not automatically translate into public uptake. This study analyses the implementation of SPBE through the Halo JPN digital legal consultation application at the Bengkulu High Prosecutor's Office and identifies the factors that support and constrain it. A qualitative descriptive design was applied. Data were obtained through semi-structured interviews with nine purposively selected informants, comprising three implementing officials and six service users, complemented by direct observation and documentary analysis of the Halo JPN standard operating procedures and of administrative service records covering the period 2023 to July 2026. Credibility was established through source and technique triangulation. Findings are organised using Nugroho's policy implementation stages of pre-implementation and implementation. The pre-implementation stage is procedurally complete, with a designated operator, staged technical training, prepared infrastructure and socialisation embedded in existing outreach programmes. The implementation stage complies with the prescribed workflow and provides verifiable status tracking, yet recorded service requests in Bengkulu Province declined from 120 cases in 2023 to 33 in 2024, recovered only to 69 in 2025 and reached 29 by July 2026. The study argues that procedural readiness and administrative accountability were achieved, while substantive utilisation was not, because the digital service continued to depend on face-to-face socialisation, response standards were understood inconsistently across implementers, and transparency remained procedural rather than substantive.