Digital Transformation of Public Services: An Analysis of User Acceptance of Cashless Payment Systems in Conservation Areas
Abstract
This study evaluates the implementation of cashless payment systems in conservation areas as a strategic instrument for the Ministry of Forestry's digital transformation toward 2026. Using a descriptive qualitative approach, this study analyses how organisational communication dynamics and human resource readiness influence user acceptance among both field staff and visitors of this new technology. Data from the 2026 Work Plan (Renja) sets a target for digital system adoption at 25% of conservation area entry points, with a projected Public Satisfaction Index (PSI) of 3.20 points. The study's findings indicate that adopting cashless systems is not merely a technical update to transactions but a shift in organisational communication that can reduce bureaucratic barriers and enhance public transparency. The success of this transformation heavily depends on the synergy between targeted infrastructure budget allocation and the adaptability of digital-native staff in mitigating resistance to change in the field. This study recommends strengthening instructional communication strategies and adaptive coordination models for implementing units to optimise the quality of digital public services within the forestry ecosystem.
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