IMPLEMENTATION OF STANDARD OPERATING PROCEDURES FOR THE ISSUANCE OF SEAMEN’S BOOKS IN ACHIEVING EXCELLENT SERVICE AT THE TANJUNG PERAK MAIN PORT AUTHORITY

Abstract

This study aims to analyse the effectiveness of the E-Office-based Seafaring Certificate service at the Tanjung Perak Main Port Authority (KSOP). Using a descriptive qualitative approach, this study measures effectiveness through the three dimensions proposed by Richard M. Steers (1985): Goal Achievement, Integration, and Adaptation. Data collection was carried out through field observations, document analysis, and in-depth interviews with internal informants from the KSOP and supporting informants comprising seafarers and shipping company agents. The research findings indicate that the Goal Achievement dimension operates optimally, characterised by a reduction in processing time from 3–5 days to a maximum of 24 hours, zero-error data accuracy, and the closure of physical counters (contactless service), which has successfully dismantled the brokerage ecosystem. In the ‘Integration’ dimension, internal communication is well automated; however, there was a digital literacy gap amongst senior seafarers in the external environment, which was subsequently overcome through the provision of self-service kiosks. The ‘Adaptation’ dimension demonstrates organisational resilience; the ‘culture shock’ experienced by senior staff was addressed through a cross-generational tandem working system, and central server instability was mitigated via data queuing features. This study also reconceptualises Steers’ theory by proposing the pillar of Digital Security Transformation (Electronic Signatures and QR Codes) as an absolute prerequisite for the effectiveness of public organisations in the cyber age. In conclusion, the implementation of the E-Office has been highly effective and has successfully transformed the face of bureaucracy, making it transparent, swift and accountable.