Strengthening Indonesian Customs Performance Based on Public Service Cultural Values During the Digitalisation Process

Volatility of stakeholder satisfaction and supply chain logistics inefficiencies over the past decade pose significant challenges for Indonesian Customs in realising its vision, which is to become the world’s leading customs and excise organisation. Various studies have consistently found that stakeholder satisfaction and service efficiency are intricately linked to the cultural values embedded within the organisation. This article endeavours to scrutinise, elucidate and deepen our understanding of the implications of implementing adaptive cultural values and promoting stakeholder engagement in fortifying organisational performance. It gives recommendations for these values for systematic implementation in the digital transformation process. Employing a mixed-methods approach incorporating both quantitative and qualitative methodologies, this study selectively samples respondents representing employees and officials of Indonesian Customs. Quantitative methodology is employed to scrutinise and expound on hypotheses, complemented by qualitative techniques such as observation, focus group discussions and in-depth interviews. Outcomes from this study underscore the substantial impact of stakeholders and adaptive cultural values on both digital transformation and performance, and intersection of these variables emphasises the significance of stakeholder focus and collaborative values, which influence efficiency, as well as being a catalyst and social driver of change.