Implementation of Citizen Relation Management (CRM) applications in the public services of the city of North Jakarta in 2023
DOI:
https://doi.org/10.24269/ars.v13i2.9558Abstract
Public service is a form of activity to fulfill the demands of the served party, namely the community by the serving party, namely the state, which in this case is the government. The increasingly strong globalization accompanied by increasingly sophisticated technological developments forces almost all sectors to follow its development, including public services. Modern and internet-based public services are considered as the government's participation in presenting a form of community service that is in accordance with the times. Citizen Relation Management (CRM) is a form of public service innovation that follows technological developments. Citizen Relation Management (CRM) is an application used as a forum for complaints about problems for the people of DKI Jakarta Province which is connected to 13 complaint channels, some of which can be accessed via cellphone using the internet. This study aims to describe how the implementation of the implementation of Citizen Relation Management (CRM) in public services in North Jakarta in 2023. This research methodology uses a qualitative descriptive method with data collection, namely through documentation, observation, and interviews. The data obtained is then analyzed using the theory of 5 (five) criteria for successful implementation. The results showed that the people of North Jakarta felt that the implementation of Citizen Relation Management (CRM) was very helpful and made it easier for them to complain about a problem because of the availability of various complaint channels, some of which could be accessed directly via cellphone. However, during its implementation in 2023 there were still several obstacles, both from internal officers and from the external community itself.
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References
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Zou, Q., Mao, Z., Yan, R., Liu, S., & Duan, Z. (2023). Vision and reality of e-government for governance improvement: Evidence from global cross-country panel data. Technological Forecasting and Social Change.
Al-Besher, A., & Kumar, K. (2022). Use of artificial intelligence to enhance e-government services. Measurement: Sensors.
Amatulloh, P. A. & Tuti, R. WD. (2023). Evaluasi Penanganan Pengaduan Masyarakat Melalui Aplikasi Citizen Relation Management di DKI Jakarta.
Amir, S., Hidayana, I., Rahvenia, Z., & Haydar, S. (2023). Dataset on factors associated with social cohesion of urban life in Jakarta. Data in Brief.
Andersson, C., Hallin, A., & Ivory, C. (2022). Unpacking the digitalisation of public services: Configuring work during automation in local government. Government Information Quarterly.
Axelsson, K., Melin, U., & Granath, M. (2024). Exploring services in a smart city through socio-technical design principles: Revealing five tensions in a smart living context. Government Information Quarterly.
Cahyani, A. P., Ode, S., & Herwati, D. M. (2020). Penerapan Kota Cerdas melalui Citizen Relation Management dalam Pelayanan Publik. Journal of Political Issues.
Chan, F. K. Y., Thong, J. Y. L., Brown, S. A., & Venkatesh, V. (2021). Design characteristics and service experience with e-government services: A public value perspective. International Journal of Information Management.
Chen, Y., & Chen, Z. (2024). Can e-government online services offer enhanced governance support? A national-level analysis based on fsQCA and NCA. Journal of Innovation and Knowledge.
Christiani, C., Tedjo, P., & Martono, B. (n.d.). Analisis Dampak Kepadatan Penduduk Terhadap Kualitas Hidup Masyarakat Provinsi Jawa Tengah.
CRM Jakarta. (2021). crm.jakarta.go.id. Selayang Pandang Perjalanan CRM. Accessed April 19, 2024. https://crm.jakarta.go.id/perjalanan-crm
Dita, C. Y. E., & Legowo, M. (2022). Analisis Kepadatan Penduduk Yang Berpengaruh Terhadap Kemiskinan Dan Degradasi Lingkungan.
Danila, R., & Abdullah, A. (2014). User’s Satisfaction on E-government Services: An Integrated Model. Procedia - Social and Behavioral Sciences.
DPMPT Kabupaten Kulonprogo. (31 Oktober 2019). dpmpt.kulonprogokab.go.id. Pelayanan Publik. Accessed 19 April 2024. https://dpmpt.kulonprogokab.go.id/detil/508/pelayanan-publik
Dwiyanto, A. (2005). Mewujudkan Good Governance Melalui Pelayanan Publik. Yogyakarta: Gajah Mada University Press.
Gasova, K., & Stofkova, K. (2017). E-Government as a Quality Improvement Tool for Citizens’ Services. Procedia Engineering.
Guo, Y. (2024). Investigating the impact of culture dimensions on Chinese citizens’ continuous use of e-government websites: A cultural model-based study. Acta Psychologica.
Halonen-Akatwijuka, M., & Propper, C. (2024). Competition, equity and quality in public services. European Economic Review.
Han, F., & Zhang, D. (2024). Government digitalization and its influence on government functions transformation adopting a Structural Functionalism perspective: Evidence from county-level governments in China. Heliyon.
Hanberry, B. B. (2022). Imposing consistent global definitions of urban populations with gridded population density models: Irreconcilable differences at the national scale. Landscape and Urban Planning.
Handayani, R. (2021). Evaluasi Kebijaksanaan Aplikasi Citizen Relation Management (CRM) dalam Menyukseskan Jakarta Smart City.
Hardjanti, N. T. (2009). Evaluasi Implementasi Kebijakan: Analisis Mengenai Proses Implementasi dan Dampak Jangka Pendek Peraturan Daerah Nomor 8 tahun 203 tentang Akta Kelahiran di Kota Surakarta.
Hashim, H. (2024). E-government impact on developing smart cities initiative in Saudi Arabia: Opportunities & challenges. Alexandria Engineering Journal.
Hernández, A. C. C., Judith, J. J., Pérez Prieto, M. E., Pinto, L. B., & MartÃnez, E. G. (2024). Analysis of the e-Government development index in the regions. Procedia Computer Science.
Indonesian government. 2009. Law Number 25 of 2009 concerning Public Services.
Indonesian Government. 2017. Regulation of the Governor of DKI Jakarta Province Number 128 of 2017 concerning Implementation of Handling Public Complaints Through the Citizen Relation Management Application.
Indonesian Government. 2022. DKI Jakarta Provincial Secretariat Decree Number 99 of 2022 concerning Amendments to Regional Secretary Decree Number 22 of 2020 concerning Follow-up Guidelines for Handling Public Complaints Through the Citizen Relation Management Application.
Iong, K. Y., & Phillips, J. O. L. (2023). The transformation of government employees’ behavioural intention towards the adoption of E-government services: An empirical study. Social Sciences and Humanities Open.
Jurišić, I., & Bogataj, D. (2024). Enhancing Digital Government Engagement among Older Adults: Literature Review and Research Agenda. IFAC-PapersOnLine.
Katharina, R. (2020). Pelayanan Publik & Pemerintahan Digital Indonesia.
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information and Management.
Listianto, F. D. (2023). Penerapan Aplikasi Citizen Relation Management (crm) dalam Peningkatan Pelayanan Publik di Dinas Komunikasi Informatika dan Statistik Provinsi DKI Jakarta.
Martinez, R., & Masron, I. N. (2020). Jakarta: A city of cities. Cities.
Matheus, R., Faber, R., Ismagilova, E., & Janssen, M. (2023). Digital transparency and the usefulness for open government. International Journal of Information Management.
Mcloughlin, C. (2024). Public services as carriers of ideas that (de-) legitimise the state: The illustrative case of free education in Sri Lanka. World Development.
Mergel, I. (2019). Digital service teams in government. Government Information Quarterly.
Muzayanah, I. F. U., Lean, H. H., Hartono, D., Indraswari, K. D., & Partama, R. (2022). Population density and energy consumption: A study in Indonesian provinces. Heliyon.
Nzaramyimana, L., & Susanto, T. D. (2019). Analysis of factors affecting behavioural intention to use e-government services in Rwanda. Procedia Computer Science.
Osman, I. H., Anouze, A. L., Irani, Z., Lee, H., Medeni, T. D., & Weerakkody, V. (2019). A cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared values. European Journal of Operational Research.
Rowena, J., Wilujeng, F. R., & Rembulan, G. D. (2020). Pengaruh Kualitas Layanan dalam Menciptakan Kepuasan Publik di Kantor Pelayanan Publik, Jakarta Utara.
Sabiq, R. M., & Nurwati, N. (2021). Pengaruh Kepadatan Penduduk Terhadap Tindakan Kriminal. Jurnal Kolaborasi Resolusi Konflik.
Sancoko, B. (2016). Pengaruh Remunerasi terhadap Kualitas Pelayanan Publik. Bisnis & Birokrasi: Jurnal Ilmu Administrasi dan Organisasi.
Senadheera, S., Yigitcanlar, T., Desouza, K. C., Li, R. Y. M., Corchado, J., Mehmood, R., Mossberger, K., & Cheong, P. H. (2024). Metaverse as local government communication platform: A systematic review through the lens of publicness theory. Cities.
Setyasih, E. T. (2022). Transformasi Digital Pemerintah Daerah Di Era. Jurnal Papatung.
Sharma, S. K., Metri, B., Dwivedi, Y. K., & Rana, N. P. (2021). Challenges common service centers (CSCs) face in delivering e-government services in rural India.
Sitinjak, E., Meidityawati, B., Ichwan, R., Onggosandojo, N., & Aryani, P. (2018). Enhancing Urban Resilience through Technology and Social Media: Case Study of Urban Jakarta. Procedia Engineering.
Susanto, T. D., & Aljoza, M. (2015). Individual Acceptance of e-Government Services in a Developing Country: Dimensions of Perceived Usefulness and Perceived Ease of Use and the Importance of Trust and Social Influence. Procedia Computer Science.
Thi Uyen Nguyen, T., Van Nguyen, P., Thi Ngoc Huynh, H., Truong, G. Q., & Do, L. (2024). Unlocking e-government adoption: Exploring the role of perceived usefulness, ease of use, trust, and social media engagement in Vietnam. Journal of Open Innovation: Technology, Market, and Complexity.
Turner, M., Kim, J., & Kwon, S. H. (2022). The Political Economy of E-Government Innovation and Success in Korea. Journal of Open Innovation: Technology, Market, and Complexity.
Uyen Nguyen, T. T., Van Nguyen, P., Truong, G. Q., Ngoc Huynh, H. T., & Hoang Le, T. P. M. (2024). Investigating the impact of citizen relationship quality and the moderating effects of citizen involvement on E-government adoption. Journal of Open Innovation: Technology, Market, and Complexity.
Wasistiono, S. (2019). Aspek Pemerintahan dan Perubahan Komprehensif Era Digital. Jurnal Ilmu Pemerintahan Widya Praja.
Weigl, L., Roth, T., Amard, A., & Zavolokina, L. (2024). When public values and user-centricity in e-government collide – A systematic review. Government Information Quarterly.
Wibawa, I. G. A. (2020). Sistem Digital Tata Kelola Pemerintahan Daerah (Digital Local Government).
Widjajarto, A., Lubis, M., & Yunan, U. (2019). Architecture model of information technology infrastructure based on service quality at government institution. Procedia Computer Science.
Yang, C., Gu, M., & Albitar, K. (2024). Government in the digital age: Exploring the impact of digital transformation on governmental efficiency. Technological Forecasting and Social Change.
Yuan, Y. P., Dwivedi, Y. K., Tan, G. W. H., Cham, T. H., Ooi, K. B., Aw, E. C. X., & Currie, W. (2023). Government Digital Transformation: Understanding the Role of Government Social Media. Government Information Quarterly.
Zai, A. A. J., Laia, I., & Marpaung, P. (2022). Penerapan Good Governance dalam Pelayanan Publik di Kelurahan Sari Rejo Kecamatan Medan Polonia.
Zou, Q., Mao, Z., Yan, R., Liu, S., & Duan, Z. (2023). Vision and reality of e-government for governance improvement: Evidence from global cross-country panel data. Technological Forecasting and Social Change.
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