Efektivitas Penggunaan E-Layanan Bebas Temuan pada Inspektorat Daerah Provinsi Sulawesi Barat: Analisis Berdasarkan Dimensi Campbell

Digitalizing personnel administration services is part of bureaucratic reform, yet studies on digital services developed independently by regional inspectorates remain scarce. This study measures the effectiveness of the E-Layanan Bebas Temuan, an online service for issuing the Surat Keterangan Bebas Temuan (SKBT, a certificate of no outstanding audit findings) to civil servants at the Regional Inspectorate of West Sulawesi Province, using Campbell’s five measures of effectiveness. A descriptive quantitative approach was applied to 100 civil servants selected by simple random sampling, with the sample size determined by the Slovin formula. Data were collected through a 27-item Likert-scale questionnaire that proved valid and reliable (Cronbach’s Alpha = 0.851), complemented by interviews with three informants, observation, and documentation. Overall effectiveness reached 89.58% (Very Effective), with dimension scores between 88.65% and 90.07%. Input efficiency scored highest (92.00%), whereas accessibility scored lowest (87.00%). Interviews indicated that processing time fell from 3-7 working days to 1-3 working days. Improvements are still needed in user assistance, administrator capacity during peak periods, automatic status notifications, and database integration. The findings imply that the success of internal digital services in local governments depends on user readiness and system integration, not merely on the availability of an application.