Employee compliance and digital innovation: Multiple case studies in the population administration and civil registration offices in East Java

This study analyzes employee compliance with Standard Operating Procedure (SOP) in relation with Business Process Management culture and digital innovation in Population and Civil Registration Offices of Mojokerto and Gresik. Using a qualitative case study involving 20 informants and a thematic analysis with Gioia method, it was found that compliance is situational and adaptive, shaped by customer-oriented BPM values and demands for faster digital services. Employees adjust procedures pragmatically to service realities, creating outcome-based compliance. This study contributes by conceptualizing the interaction between BPM culture and digital innovation in shaping procedural behavior, offering recommendations to align SOP updates with digital service transformations.