Integrated Case Management System Design and Evaluation Using TOE Framework and Balanced Scorecard in Prosecutorial Services

Abstract

Digital transformation in public sector organizations has become essential to improve efficiency, transparency, and accountability, particularly in prosecutorial services that require complex case handling and inter-agency coordination. However, the implementation of Case Management Systems (CMS) often faces challenges such as data fragmentation, process inefficiencies, and limited system integration. This study aims to design and evaluate an integrated CMS model tailored to prosecutorial services by addressing technological, organizational, and environmental factors. The research adopts a mixed-methods approach with a case study conducted at the Central Bengkulu District Prosecutor’s Office, utilizing 8,523 criminal case records (2023–2024), supported by interviews, observations, documentation, and Focus Group Discussions (FGD). The study applies the Capability Maturity Model Integration (CMMI) to assess system maturity, the Technology-Organization-Environment (TOE) framework to identify influencing factors, Business Process Management (BPM) to redesign workflows, and Balanced Scorecard (BSC) for performance measurement. The results indicate that the existing CMS operates at Level 2 (Managed), characterized by partial standardization, data redundancy (25%), and extended processing time (45 days). Organizational factors are identified as the most critical determinants of system success. The proposed integrated CMS model demonstrates the potential to reduce redundancy, improve workflow efficiency, and enhance inter-agency coordination. In conclusion, effective digital transformation in prosecutorial services requires not only technological solutions but also alignment across organizational and environmental dimensions.