Digital Police Service Innovation and Inclusion: Unpacking the Relative Advantage Complexity Tension in Indonesia’s Polri Super App

Abstract

Digital transformation is reshaping police public services, yet the integration of technology does not necessarily ensure inclusive access for all citizens. This study examines the implementation of the Polri Super App at the Tulungagung Police Resort as a digital public service innovation through Rogers’ Diffusion of Innovations framework. Using a qualitative case study approach, the study draws on institutional records and empirical observations of seven service features implemented in 2023. The findings show 989 reported uses, with SKCK (25.3%), SIM (22.2%), and STNK (21.5%) accounting for the largest shares. The application demonstrates clear relative advantage and compatibility by consolidating previously fragmented services into a single digital platform, while trialability and observability are strengthened through system testing, public communication, and user feedback. However, complexity remains a significant constraint, particularly for citizens with different levels of digital literacy, preferences for face-to-face assistance, and exposure to technical disruptions. The study’s main novelty is the identification of a “relative advantage complexity tension,” whereby digital integration simultaneously increases service convenience while potentially creating new barriers to access. This finding extends the application of Diffusion of Innovations theory from a linear explanation of innovation adoption toward a more human centered understanding of how innovation attributes can simultaneously enable and constrain digital inclusion. The study concludes that successful digital police transformation should be assessed not merely by technological integration or service utilization, but by its capacity to deliver accessible, reliable, responsive, and citizen centered services.