Synergy of Organizational Agility and Digital Leadership in Public Services (A Study of the Sukabumi City Public Service Mall)
DOI:
https://doi.org/10.61492/xpzrf587Keywords:
Digital Leadership, Digital Transformation, Organizational Agility, Public Service, Public Service MallAbstract
Digital transformation has become a strategic priority in improving public service quality, requiring organizations to develop adaptive capabilities and effective digital leadership. This study aims to analyze the synergy between organizational agility and digital leadership in supporting public service transformation at the Sukabumi City Public Service Mall (Mal Pelayanan Publik). The research employed a qualitative approach with a case study design. Data were collected through in-depth interviews, observations, and document analysis involving managers, frontline officers, digital system operators, and service users selected using purposive sampling. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, including data condensation, data display, and conclusion drawing, while data credibility was ensured through source triangulation, technique triangulation, and member checking. The findings reveal that organizational agility is reflected in the organization's ability to adapt work procedures, strengthen inter-agency coordination, and maintain service continuity despite regulatory changes and technological challenges. Meanwhile, digital leadership plays a strategic role in integrating digital platforms, fostering an adaptive organizational culture, reducing resistance to change, and utilizing service queue and complaint data to support evidence-based decision-making. The synergy between these two capabilities enhances service responsiveness, collaboration, transparency, and citizen orientation, demonstrating that successful digital transformation in the public sector depends not only on technology adoption but also on adaptive organizational capabilities and visionary leadership. These findings contribute to the development of public administration literature on digital public service transformation.
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Copyright (c) 2026 Eman Sulaeman, Tuah Nur, Darmo H Suwiryo (Author)
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