DIGITAL GOVERNANCE DAN MODERASI BERAGAMA: ANALISIS IMPLEMENTASI SISKOPATUH TERHADAP KEPATUHAN KEBIJAKAN INTERNAL PENYELENGGARA PERJALANAN IBADAH UMRAH DI INDONESIA

Abstract

This study examines the role of the Integrated Computerized Management System for Umrah and Special Hajj in mitigating administrative malpractice and strengthening regulatory oversight over private travel organizers.

The primary objective of this research is to evaluate the effectiveness of the SISKOPATUH platform in enhancing transparency and enforcing compliance among private travel agencies, thereby addressing recurring issues of service failure and potential fraud. This research employs an empirical juridical method by integrating in-depth interviews with key stakeholders, including Ministry of Religious Affairs officials and private travel agency administrators. The findings indicate that while digital integration through SISKOPATUH significantly bolsters procedural compliance, a persistent gap remains between these regulatory benchmarks and the substantive quality of service delivered to pilgrims. Furthermore, this systemic discrepancy is exacerbated by persistent technical limitations, including irregular network connectivity and inadequate digital literacy among certain operational staff, which hinder the full realization of institutional accountability. The study concludes that digital transformation within the pilgrimage sector should serve as a catalyst for holistic governance rather than functioning solely as a tool for bureaucratic surveillance. By aligning SISKOPATUH’s technical infrastructure with substantive ethical standards, authorities can effectively bridge the existing divide between standardized regulatory compliance and the actual quality of pilgrim protection.