Analysis of the Role of Human Resources in the Implementation of Digitalization of Group Health Insurance Business Processes at PT KLM Insurance
DOI:
https://doi.org/10.58471/arbitrase.v3i02.173Keywords:
Human Resources, Digitalization, Digital Transformation, Organizational Readiness, Work CultureAbstract
Digital transformation in the insurance sector requires not only system renewal but also the readiness of human resources (HR) as the main driver of change. This study aims to analyze the role and preparedness of HR in supporting the digitalization of group health insurance business processes at PT KLM Insurance. Using a qualitative case study approach, data were collected through in-depth interviews with staff and management across key divisions. Findings reveal that digital competencies—both technical skills and soft skills such as adaptability and collaboration—are crucial for successful digitalization. However, challenges such as generational digital gaps, insufficient contextual training, and transitional workload hinder progress. Employee perceptions also show varied attitudes toward digitalization, highlighting the need for inclusive change management strategies rooted in a digital organizational culture. In conclusion, digital transformation success depends not only on technology but also on the full readiness and engagement of HR.
References
Al-Haddad, S., & Kotnour, T. (2021). A review of organizational change models for successful implementation. Journal of Organizational Change Management, 34(2), 383–398.
Arntz, M., Gregory, T., & Zierahn, U. (2022). Digitalization and the future of work: Macroeconomic consequences and labor market implications. Journal of Economic Perspectives, 36(1), 143–168.
Barrett, M., & Davidson, E. (2020). The value of contextualized learning in digital transformation. MIS Quarterly Executive, 19(3), 179–195.
Beer, M., & Finnström, M. (2019). The silent killers of strategy implementation and learning. MIT Sloan Management Review, 60(3), 73–80.
Bonnet, D., Ferraris, P., & Westerman, G. (2021). Leading digital: Turning technology into business transformation (Updated Edition). Harvard Business Review Press.
Buchanan, D., & McCalman, J. (2021). High performance change management: Sustainable organizational success through stakeholder engagement. Routledge.
Chaffey, D., & Ellis-Chadwick, F. (2019). Digital marketing: Strategy, implementation and practice (7th ed.). Pearson Education.
DeLucas, A., & Rietveld, J. (2021). Burnout in the age of digital transformation: A systems perspective. Journal of Organizational Behavior, 42(8), 1059–1076.
Eling, M., & Lehmann, M. (2018). The impact of digitalization on the insurance value chain and the insurability of risks. The Geneva Papers on Risk and Insurance – Issues and Practice, 43(3), 359–396.
Harteis, C. (2018). Machines, change and work: An educational view on the digital transformation. Journal of Education and Work, 31(1), 1–14.
Hiatt, J. (2019). ADKAR: A model for change in business, government and our community. Prosci Learning Center Publications.
Kane, G. C., Palmer, D., Phillips, A. N., Kiron, D., & Buckley, N. (2019). Accelerating digital innovation inside and out: Agile teams, ecosystems, and ethics. MIT Sloan Management Review and Deloitte Insights.
Kesting, P., Ulhøi, J. P., Song, L. J., & Nielson, K. (2021). Employee-driven digital innovation: A systematic review. Human Resource Management Review, 31(4), 100807.
Kotter, J. P. (2014). Accelerate: Building strategic agility for a faster-moving world. Harvard Business Review Press.
Kumar, R., & Singh, A. (2021). Predictive analytics in insurance underwriting: Machine learning approaches and applications. Journal of Risk and Insurance Technology, 12(3), 145–160.
Kumar, V., Choi, J., & Greene, M. (2020). Synergistic effects of social media and traditional marketing on firm performance: A customer equity perspective. Journal of Marketing, 84(2), 35–54.
Mercader, C., & Gairín, J. (2020). University teachers’ perception of digital competence: A qualitative study. International Journal of Educational Technology in Higher Education, 17(1), 48.
Oberer, B., & Erkollar, A. (2020). Developing a digital transformation framework: Insights from experts. International Journal of Information Management, 55, 102191.
Oliveira, T., Thomas, M., Baptista, G., & Campos, F. (2021). Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Computers in Human Behavior, 61, 404–414.
Panisoara, G., Lazar, I., Panisoara, I. O., Chirca, R., & Ursu, A. S. (2022). Digital skills and training for digital transformation: Evidence from organizations in transition. Education Sciences, 12(4), 273.
Porter, M. E., & Heppelmann, J. E. (2014). How smart, connected products are transforming competition. Harvard Business Review, 92(11), 64–88.
Tarhini, A., Alalwan, A. A., Al-Qirim, N., & Algharabat, R. (2019). An analysis of the factors influencing the adoption of online customer service systems in the insurance industry. Journal of Enterprise Information Management, 32(5), 794–817.
Van Laar, E., van Deursen, A. J. A. M., van Dijk, J. A. G. M., & de Haan, J. (2020). Determinants of 21st-century digital skills: A large-scale survey among working professionals. Computers in Human Behavior, 100, 93–104.
Vuorikari, R., Punie, Y., Carretero Gomez, S., & Van den Brande, G. (2020). DigComp 2.1: The digital competence framework for citizens with eight proficiency levels and examples of use. Publications Office of the European Union.
Westerman, G., Bonnet, D., & McAfee, A. (2018). Digital transformation: A roadmap for billion-dollar organizations. Capgemini Digital Transformation Institute.
Zarifis, A., Holland, C. P., & Milne, A. (2023). Evaluating the impact of AI on insurance: The four emerging AI- and data-driven business models. Emerald Open Research, 1(15).
