Professional Development and Digital Governance in One-Stop Service Transformation: An Educational Perspective

Zainal Anwar; Umi Sumbulah; M. Fahim Tharaba; Aji Wahyudin; Fadhil Akbar

doi:10.35445/alishlah.v18i2.9875

Professional Development and Digital Governance in One-Stop Service Transformation: An Educational Perspective

Zainal Anwar, Umi Sumbulah, M. Fahim Tharaba, Aji Wahyudin, Fadhil Akbar

Abstract

Public service transformation has predominantly been examined from administrative and digital governance perspectives, while its educational dimension as a workplace learning ecosystem remains underexplored. This study addresses this gap by conceptualizing One-Stop Service Management (PTSP) transformation as a continuous professional learning process that strengthens civil servants’ competencies, ethical professionalism, and service quality.A qualitative case study was conducted at the Ministry of Religious Affairs Office of Malang City, Indonesia. Data were collected through semi-structured interviews, participant observations, focus group discussions, and document analysis. The data were analyzed using the interactive model of data condensation, data display, and conclusion drawing, supported by methodological triangulation to enhance credibility.The findings reveal that PTSP transformation functions as a workplace learning ecosystem through four interconnected dimensions: TRUST (values-based leadership), SMART (strategic management and organizational learning), SERVE (competency development and employee engagement), and ETHIC (ethical governance and professional character formation). Continuous training, mentoring, reflective practice, digital workflow adaptation, and performance evaluation enhanced employees’ digital literacy, communication competence, ethical awareness, and professional capabilities. These learning processes were associated with measurable organizational improvements, including shorter service completion time, higher operational efficiency, increased community satisfaction, reduced public complaints, and strengthened institutional integrity.This study proposes the Sustainable Digital Governance–One-Stop Service Management (SDG–PTSP) model, demonstrating that sustainable public service transformation depends on integrating workplace learning, competency-based professional development, ethical governance, and digital innovation. The study extends Organizational Learning, Adult Learning, and Transformative Learning theories by positioning public institutions as continuous learning environments and provides practical guidance for designing competency-based training and professional development systems for civil servants.

Keywords

workplace learning; professional development; organizational learning; digital governance; public service transformation; competency development

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DOI: https://doi.org/10.35445/alishlah.v18i2.9875