Change Management Implementation on E-Government System Using PROSCI ADKAR with Control Standard of COBIT2019 and ITIL v4

This research aims to implement Change Management in an Electronic-Based Government System (e-government) using the ADKAR methodology based on the COBIT2019 and ITIL v4 framework, with a focus on improving the maturity measurement of the Surabaya City Government's SPBE implementation on Change Management indicators. This research applies to the ADKAR method for all stages of implementing change, while COBIT2019 and ITIL v4 are used in each stage to ensure alignment with corporate goals. This research produces outputs in the form of a Change Management Guidebook document, Standard Operating Procedures (SOPs), and work instructions (worksheets) that the Surabaya City Government will use. The results of this implementation can help the Surabaya City Government to improve its SPBE Change Management indicator's maturity level from the current level of 2 (measurable) to 3 (standardized) out of 5. This research also shows that not all processes or best practices in COBIT2019 and ITIL v4 can be fully used due to cultural differences in regional government organizations.