M-Paspor Implementation in Island Regions: Evidence from Tobelo Immigration Office

Abstract

Digital transformation has become central to public service reform in Indonesia, yet technology-based services can produce uneven outcomes when they are implemented in island regions with unstable connectivity, electricity constraints, and unequal digital capability. This study analyzes the implementation of the M-Paspor service at the Class II Non-TPI Tobelo Immigration Office by examining communication, resources, implementer disposition, and bureaucratic structure within the specific administrative context of an archipelagic area. A qualitative descriptive case-study approach was used, drawing on interviews with office leadership, M-Paspor service staff, and service users, together with observation and documentation, while the data were organized through the four dimensions of the Edwards implementation framework. The findings show that internal briefings, circulars, messaging groups, direct service communication, and social media support information delivery, while staff commitment, service procedures, and clear task division provide an institutional basis for implementation. However, unstable internet connections, electricity disruptions, and differences in users’ digital literacy continue to limit service reliability, indicating that adequate organizational capacity does not automatically remove geographically embedded barriers. The study contributes an island-responsive implementation perspective by showing that the four implementation dimensions operate through local infrastructure and citizen capability, so digital immigration services require not only application-based innovation but also assisted access, service continuity mechanisms, targeted digital literacy support, and adaptive coordination.