Digital Transformation Readiness of Indonesia's State-Owned Telecommunications Enterprise through Enterprise Architecture

Abstract

Digital transformation has become a strategic necessity for state-owned enterprises, and PT Telkom Indonesia (Persero) Tbk has adopted Enterprise Architecture (EA) to align its business strategy with its information technology systems. Although the TOGAF Architecture Development Method (ADM) has been widely applied in banking, education, and government contexts, structured documentation of how its four core domains, business, application, data, and technology architecture, jointly capture the transition from manual to automated operations within a large Indonesian telecommunications state-owned enterprise remains limited. This study analyses Telkom's EA implementation using TOGAF through a qualitative descriptive case study design, drawing on internal documentation and Unified Modelling Language (UML) diagrams. The analysis shows that Telkom has progressively shifted to fully automated processes within the middle office (provisioning, network configuration, and service monitoring) and back office (billing, financial analytics, and audit and compliance), while the front office retains partially manual service registration and verification. The SWOT analysis indicates that extensive national infrastructure and financial stability are key strengths, whereas suboptimal system integration is the most significant weakness. Managers should therefore prioritize integrating front-office registration systems with the already-automated middle and back office layers to achieve end-to-end digital service delivery.