CIO Emphasizes Talent Over Tech in Digital Transformation

During a recent panel in Colombo, an Indonesian CIO was asked what he would prioritize if given a large budget to lead a government's digital transformation. His response emphasized investing in talent over new technology.

Over the past 20 years, the CIO has held roles in four Indonesian government institutions, including the Ministry of Communication and Information Technology, the Ministry of Primary and Secondary Education, the Ministry of Education, Culture, Research and Technology, and Jakarta Smart City. These experiences have shown him that while technology can change government operations, it does not automatically improve public services.

The CIO stressed that digital transformation should be measured by whether services become more accessible, inclusive, and trusted. He argued that citizens should not need to understand government structures to access public services, and that systems must communicate, processes must align, and responsibilities must be clear.

Examples from his work include the JAKI super-app and the belajar.id account, which allow users to access services without needing to start from scratch each time. These initiatives aim to reduce the boundaries citizens experience when accessing government services.

The CIO also noted that integrated services must be inclusive, considering varying levels of connectivity, digital readiness, and access to devices. He highlighted the importance of providing alternative channels for those without consistent internet access or digital skills.

In addition to technical expertise, the CIO emphasized the importance of communication and empathy for digital leaders. He argued that technology leaders must be able to explain not just what they are building, but why it matters and how it will help users. Empathy, he said, involves understanding users' experiences to identify problems that might otherwise remain invisible.

The CIO also discussed the role of public feedback in digital transformation, noting that government should not only announce initiatives but also listen to citizens and use their input to improve services. He warned that AI should support decision-making without obscuring accountability for outcomes.