E-mail: [email protected] ISSN: 2580-278X (e) pp : 90-96
Government to Citizen Digital Interaction and Citizen to Government on the Jogja Smart Service Application
Nurcahyani Dewi Retnowati
1*, Dwi Nugraheny
12Study Program of Informatics, Adisutjipto Institute of Aerospace Technology Janti Street Blok R Adisucipto Banguntapan Bantul Yogjakarta
*email: [email protected]
Article History
Received: 21 October 2021 Reviewed: 24 October 2021 Accepted: 14 December 2021 Published: 30 December 2021
Key Words
Government to Citizen;
Citizen to Government;
Digital Interaction;
Government Application.
Abstract
Government to Citizen (G2C) is a form of relationship between the Government and the Citizen within the Government area based on Information Technology. Citizen to Government (G2C) is a form of relationship between the Government, Citizen, and changes in Information Technology. Jogja Smart Service (JSS) is a digital-based service for the Yogyakarta City Government that is integrated and integrated through an information system application, available web (jss.jogjakota.go.id) and mobile (Android and iOS) platforms that can be accessed directly by the people of the municipality area. by prioritizing self-service (self- service). This research used data from SWOT analysis and KAFI vs KAFE analysis. This research aimed to determine how far the Yogyakarta city government application, namely the Jogja Smart Service (JSS) was utilized by the people of the city of Yogyakarta and was actively accessed as an effective and efficient communication bridge between G2C and C2G through digital interaction. The results of the analysis carried out showed that a digital interaction that was quite effective and efficient in G2C and C2G in the use of JSS applications. There were 61.9% of users were very enthusiastic about using the application and 75%
of potential users were interested in using the application.
INTRODUCTION
Technological advances have been widely applied to various fields, not only in the industrial and economic fields. but also in government (Dwika, 2017). The use of information technology services by the government for the community at this time is growing. the advancement of services from the government brings very good benefits. The concept of government administration services is becoming more effective and efficient (Supriyanto, 2016).
In making the concept of digital e- government or e-government, careful preparation is needed, in order to avoid failure
and decreased service performance (Indrayani, 2016).
Its relation to government services for the public electronically has turned society into an information society. The characteristics of the information society are people who are aware of information, can access high-speed information and can use information technology for social activities, business, and so on including being able to use electronic services from the government (Damanik, 2012).
Electronic government administration services can change the public governance system for the better. it can also increase public trust in the government due to an increase in quality information, quality systems, and
quality public services (Teo, T. S., Srivastava, S. C., & Jiang, 2014).
The city government of Jogjakarta has also launched an application that supports public administration services. However, the service still often encounters obstacles.hat can support the importance of the research problem discussed (Ramadhani Ramadhani, Eko Priyo Purnomo, 2020).The principle of the Jogja Smart Service (JSS) service is how the Jogja city government can realize public services that can be accessed easily and quickly, can maximize the potential of information technology and optimize all existing data in the Jogjakarta city government (Mujiyono, 2019).
Based on the description above, this study aims to analyze the digital interaction of G2C (Government to Citizen) and C2G (Citizen to Government) in the city of Jogja through the Jogja Smart Service (JSS) application so that it is expected to provide advice to the city government of Jogja in developing and improving services. public administration for the better. Digital interaction analysis was carried out using SWOT analysis and KAFI vs.
KAFE analysis so that from this analysis it can be formulated what strategies the Jogjakarta city government can do in digital interactions on the Jogja Smart Service application service for the community.
MATERIAL
Steps in digital interaction research of G2C (Government to Citizen) and C2G (Citizen to Government) in the city of Jogja through the Jogja Smart Service (JSS) application and this is explained in Figure 1. As for this research is from data collection which is done through the distribution of questionnaires using Google Form media to users of the Jogja Smart Service (JSS) application, both those who have installed and used, and who have not used the JSS application.
While the interview was conducted on one of the staff of the Yogyakarta City Information and Encryption Communication Service who had been appointed from the Service to assist this research if there were some data and questions needed. Secondary data is used from previous studies using the SWOT (Strengths, Weaknesses, Opportunities, and Threats) and TOWS (Threats, Opportunities, Weaknesses and Strengths) methods. Analysis of the Strategic Information System on E-Government was carried out on the Jogja Smart Service (JSS) application (Dwi Nugraheny, 2021).
Figure 1. The Steps Digital Interaction Research of G2C (Government to Citizen) and C2G(Citizen to Government)
Then the analysis and identification of Jogja Smart Service (JSS) was carried out. This section describes the old version of the JSS application and the latest version with additional content and socialization techniques, as well as describes the strengths, weaknesses, opportunities, and threats involved in this JSS
application. Then explain the results of the SWOT analysis (Table 1), KAFI (Conclusions, Internal Factor Analysis)/IFAS (Internal Factor Analysis Summary), KAFE (Conclusions, External Analysis)/EFAS (External Factor Analysis Summary) analyzes (Table 2) will be carried out.
Table 1. Strategic Identification (SWOT)
Internal Eksternal
Strength Opportunity
1. The services in the application are quite complete
2. The application in terms of appearance is quite attractive and user friendly
3. Android mobile-based application
4. Service features that are constantly being improved/updated.
5. During Covid conditions, socialization is carried out through mass media and short videos.
6. The News and Reports menu in the JSS application is part of the features that are always updated and accessed.
1. It is necessary to add streaming links for TV stations in Yogyakarta
2. There is a need for CCTV access
3. There is a need for public transportation services and the Department of Transportation 4. It is not yet accessible to Smartphones that use
the IOS OS.
5. There is a need for additional information on blood donation activities and blood orders to PMI.
6. There needs to be intense socialization to the public directly through mass media or short videos.
7. It is necessary to improve information services to the public in the form of notifications so that there is reciprocal interaction between the government and the community.
Weakness Threat
1. The application can be downloaded by people in the Regency within the province of the Special Region of Yogyakarta, but the services in the application are limited to access.
2. There is a problem when employees report through performance.
3. In the menu for making a birth certificate, there is no form that must be filled in, only a picture of the menu is visible.
4. Online attendance applications are often problematic.
5. There is some content that is still empty.
6. There are still problems during the registration and login process.
7. There are still problems in sub-district and sub- district services and several other needs.
8. Socialization through mass media and short videos (during the Covid-19 outbreak) is not necessarily able to make people who are not of productive age understand.
9. So far, the community has only used the Report Menu service in the form of complaints that occurred in their environment.
1. Socialization of the application to the people of Yogyakarta City is still lacking.
2. There are some people who have registered in the application but do not understand its use and benefits.
3. The response from the application manager is slow about some of the services needed by the community.
4. There are several features that have not updated information so that the information presented is not timely.
Table 2. KAFI vs KAFE Analysis
KAFI vs KAFE Analysis
Strength
The services in the application are quite complete.
The application in terms of appearance is quite attractive and user friendly.
Android mobile based application.
Service features that are
constantly being
improved/updated.
During the Covid condition, socialization was carried out through mass media and short videos.
Weakness
The application can be downloaded by people in the Regency within the province of the Special Region of Yogyakarta, but the services in the application are limited to access.
There is a problem when employees report through performance.
On the menu for making a birth certificate, there is no form that must be filled in, only a picture of the menu is visible.
Online attendance applications are often problematic.
There is some content that is still empty.
There are still problems during the registration and login process.
There are still problems in village and sub- district services and several other needs.
Opportunities SO Strategy Assumptions Quadrant-1, S-O The “Aggressive Oriented” strategy maximizes strengths to maximize opportunities
The need for additional services that can facilitate user needs.
The need for easy access to services on other operating systems (eg IOS).
Service upgrades in the form of information notifications.
WO Strategy Assumptions
Quadrant-3, W-O, Turn Around Oriented Strategy” minimizes weaknesses to maximize opportunities.
Separation of login and display areas for the special community of the city of Yogyakarta with other communities outside it.
Improvement of performance and attendance menu for Yogyakarta city government employees.
Improvements to the birth certificate registration menu and a formula that the public can input.
Adding a more complete content menu, for example CCTV access.
Improvements to the member registration and login menu.
Update services related to kelurahan and sub- districts.
Threaths The socialization of the application to the people of the City of Yogyakarta is still lacking.
There are some people who have registered in the application but do not understand how to use it And the benefits.
The response
from the
application manager is slow.
ST Strategy Assumptions
Quadrant-2, S-T The
“Diversification Oriented”
strategy maximizes strengths to minimize threats.
Socialization through mass media and videos on the internet.
More detailed socialization directly in the community.
Improved response faster (fast response) from the manager.
WT Strategy Assumptions
Quadrant-4, W-T The “Defensive Oriented”
strategy minimizes weaknesses to minimize threats.
Application socialization is focused onYogyakarta city community.
The socialization was carried out thoroughly to the kelurahan and in collaboration with village officials.
RESULT AND DISCUSSION Based on the analysis and identification of Jogja Smart Service (JSS), it is known that JSS is a digital-based service for the Yogyakarta City Government that is integrated and integrated through an information system application, available on the web (jss.jogjakota.go.id) and mobile platforms (Android and iOS). Some of the new Jogja Smart Service (JSS) services in 2020 are described in Figure 2. With this JSS application, the benefits for the government of the city of Yogyakarta and the people of the city of Yogyakarta are described in Table 3.
The results of the summary of the questionnaire for users of the Jogja Smart Service application filled out by 22 respondents indicate that this application has been used by 75% of the community for public administration and the results From the identification of the SWOT strategic environment, several problems emerged based on data and studies which were grouped into groups of strengths, weaknesses, opportunities and threats/challenges. Technological strength factors, both user friendly software (applications) and hardware technology are very supportive to improve the information society. Meanwhile, the weakness factor in terms of application of service features to the public still needs improvement and renewal as well as socialization that is still not optimal due to the unstable condition of the country during this Covid-19. The opportunity factor is the need for intense socialization to the public through mass media or short videos about updating service features so that people become familiar with the Yogyakarta government application (JSS) so that they can improve public information and the need for collaboration with other government sectors to respond to complaints from some residents who access Report Service Menu. While the Threat factor is the lack of community ability in the Yogyakarta City Government Environment in using the Jogja Smart Service (JSS) Application, especially on Public Service content. If the e-Government application (Jogja Smart Service Application) is not socialized intensively, then the community/citizens cannot
use the application properly. So that the hope to improve the information society did not materialize. In addition to the identification of the SWOT analysis, KAFI and KAFE analysis were also carried out which could formulate strategies that could be carried out by the Jogjakarta city government. There are 4 strategies that can be formulated, namely SO Strategy Assumptions, WO Strategy Assumptions, ST Strategy Assumptions, WT Strategy Assumptions. To improve services, the Yogyakarta City Communication and Information Encryption Service has developed the latest JSS version 3.0 which includes changes to the interface, integration of services and service features, publication of information and types of services to the people of Yogyakarta.
Strength strategy Opportunities (SO Strategy Assumptions) formulated that the need for additional services that can facilitate the needs of users, the need for easy access to services on other operating systems (eg IOS), and improved services in the form of information notifications.
Weaknesses Opprtunities Strategy Assumptions minimizes weaknesses to maximize opportunities, such as separation of login and display areas for the special community of the city of Yogyakarta with other communities outside it, improvement of performance and attendance menu for Yogyakarta city government employees, improvements to the birth certificate registration menu and a formula that the public can input, adding a more complete content menu, for example CCTV access, improvements to the member registration and login menu, and update services related to kelurahan and sub-districts.
Strength Threatness Strategy Assumptions is strategy maximizes strengths to minimize threats, such as socialization through mass media and videos on the internet, more detailed socialization directly in the community, and improved response faster (fast response) from the manager.
Weaknesses Threatness Strategy Assumptions is strategy minimizes weaknesses to minimize threats, such as application
socialization is focused on Yogyakarta city community.
With these 4 strategies, it is hoped that government services and G2C and C2G digital
interactions on the JSS application can run well and further encourage the Jogjakarta city government to improve its services.
Figure 2. Some New Services Jogja Smart Service (JSS) in 2020
Table 3. The benefits of The JSS Applcation
Yogyakarta City Government Yogyakarta City Community
Performance control function Easy access
Information is easier to share Easy to contribute
Work easier Complaint control function
CONCLUSION
The The results of the analysis of this study concluded that 75% of the people of Jogjakarta gave a positive response to government services through the use of the JSS application, using SWOT identification analysis and KAFI vs KAFE analysis obtained 4 strategies, namely SO strategy, WO strategy, ST strategy and WT strategy that provided formulation of strategies for improving public services and developing digital interactions for the Yogyakarta city government.
ACKNOWLEDGEMENT
Thanks to the Adisutjipto Institute ofAerospace Technology for funding this research.
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