Sambat Online Program's Pursuit of Citizen-Centric Information Services Empowerment

Authors

  • Andi Windah Department of Librarian Diploma, University of Lampung, Indonesia
  • Hestin Oktiani Department of Communication Studies, University of Lampung, Indonesia
  • Ida Nurhaida Department of Communication Studies, University of Lampung, Indonesia
  • Purwanto Putra Department of Librarian Diploma, University of Lampung, Indonesia
  • Arnila Purnamayanti Department of Librarian Diploma, University of Lampung, Indonesia
  • Eri Maryani Department of Librarian Diploma, University of Lampung, Indonesia

DOI:

https://doi.org/10.47540/ijqr.v3i2.1152

Keywords:

Citizen-Centric, Complaint Management, E-governance, Information-Service, Sambat Online

Abstract

The rise of digital technology has revived engagement between governments and citizens, advancing e-governance with improved communication, transparency, and flexibility. The Sambat Online Program promotes a citizen-centric approach to information services in Malang City which strategies for advancing e-governance in the digital age is considered important. This study aims to analyze challenges, strategies, and propose an actionable framework to improve Malang City's e-governance, with a focus on the Sambat Online Program’s pursuit of citizen-centric information excellence. This study used a qualitative case study approach to examine the program. The results show that the Sambat Online application in Malang City faces organizational challenges and social issues such as lack of leadership, resistance to change, digital divide, digital literacy, and social inclusion needs. Technological challenges occur in terms of cybersecurity, updates, and system scalability. It also found that the Malang City Government needs a user-oriented e-government approach to ensure data security and privacy. In other words, the platform makes it easy for users to submit complaints, increasing citizen involvement in improving public services, however continuous program assessment and improvement are essential. Areas for improvement include improved complaint management, digital training, and strengthened cybersecurity, with a focus on complaint management as the most effective solution. In conclusion, the program enhances communication and comprehension between governing bodies and the public, highlighting its significance in contemporary governance.

References

Abdullah, A. L. (2020). Factors influencing the implementation of electronic records and information management: A case study in military service in Malaysia. Records Management Journal, 30(1), 81–99.

Alam, M. K. (2021). A systematic qualitative case study: questions, data collection, NVivo analysis and saturation. Qualitative Research in Organizations and Management, 16(1), 1-13.

Alcaraz-Quiles, F. J. (2014). Factors influencing the transparency of sustainability information in regional governments: An empirical study. Journal of Cleaner Production, 82, 179–191.

Bhuvana, M., Ramkumar, A., Neeraja, B. (2023). Machine Learning Technique for Predicting the Rural Citizens’ Trust on Using e-Governance Health Care Applications During COVID-19. In: Gaie, C., Mehta, M. (eds) Recent Advances in Data and Algorithms for e-Government. Artificial Intelligence-Enhanced Software and Systems Engineering, vol 5. Springer, Cham.

Biberman, J. (2021). E-Governance and Civic Technology: Lessons from Taiwan. ICT India Working Paper, No. 48, Columbia University, Earth Institute, Center for Sustainable Development (CSD), New York, NY

Bokhari, S. A. A., & Myeong, S. (2022). Artificial Intelligence-Based Technological-Oriented Knowledge Management, Innovation, and E-Service Delivery in Smart Cities: Moderating Role of E-Governance. Applied Sciences. 12(17), 8732.

Castro, C. (2022). Digital Government and Sustainable Development. Journal of the Knowledge Economy, 13(2), 880–903.

Chernov, S., Haiduchenko, S., Bielska, T., Naplyokov, Y., & Arjjumend, H. (2018). Leadership in the Context of E-governance: Lessons for Ukraine. Grassroots Journal of Natural Resources, 1(1), 62–68.

De, S. J., & Shukla, R. (2020). Privacy policies of e‐governance initiatives: Evidence from India. Journal of Public Affairs, 20(4), e2160.

Drolet, C. A. (2020). Globalization and the challenges of public administration: governance, human resources management, leadership, ethics, e-governance and sustainability in the 21st century, International Review of Public Administration, 25(2), 145-149.

El-Ebiary, Y. (2019). E-government challenges and possibilities by using information and communication technologies in Malaysian governance. International Journal of Recent Technology and Engineering, 8(1), 1144–1149.

Etemad-Sajadi, R., & Gomes Dos Santos, G. (2019). Senior citizens’ acceptance of connected health technologies in their homes. International Journal of Health Care Quality Assurance, 32(8), 1162–1174.

Grigalashvili, V. (2022). E-government and E-governance: Various or Multifarious Concepts. International Journal of Scientific and Management Research, 05(01), 183-196.

Harrison, T. M. (2022). Cultivating Trustworthy Artificial Intelligence in Digital Government. Social Science Computer Review, 40(2), 494–511.

Heale, R., & Twycross, A. (2018). What is a case study? Evidence-Based Nursing. 21(1), 7-8.

Jain, V. (2020). E-Governance-Trends, Scenario, Problems and Solutions. gyanvihar.org. https://www.gyanvihar.org/journals/wp-content/uploads/2020/05/E-Governance-Trends-Scenario-Problems-and-Solutions.pdf

Kitanov, B., Ibraimi, G., & Gusev, M. (2020). Scanning of services based on E-Governance Macedonia 2020. repository.ukim.mk. https://repository.ukim.mk/handle/20.500.12188/8196

Krause, N. M., Freiling, I., Beets, B., & Brossard, D. (2020). Fact-checking as risk communication: the multi-layered risk of misinformation in times of Covid-19. Journal of Risk Research, 23(7–8), 1052–1059.

Kumar, K. R., Praveen, C., & Rahma, A. (2023). Digital Governance and Its Impact on Society. International Conference on Education, Humanities, Social Science (ICEHoS 2022), 209–213.

Kumar, V. (2018). Identification and Prioritization of urban issues from Smart City data. 2018 International Conference on Smart City and Emerging Technology, ICSCET 2018. https://doi.org/10.1109/ICSCET.2018.8537360

Lawford, R. (2019). A design for a data and information service to address the knowledge needs of the Water-Energy-Food (W-E-F) Nexus and strategies to facilitate its implementation. Frontiers in Environmental Science, 7.

Lee, J., & Moon, M. J. (2020). E-government and digital governance. In Routledge Handbook of Korean Politics and Public Administration (pp. 328–344). Routledge.

Lee-Geiller, S., & Lee, T. D. (2019). Using government websites to enhance democratic E-governance: A conceptual model for evaluation. Government Information Quarterly, 36(2), 208–225.

Lisa, L. (2019). The implementation of national complaint management online system in Indonesia: Factors influencing the support and/or resistance towards innovation. essay.utwente.nl. http://essay.utwente.nl/78893/

Ma, L. (2020). Citizen engagement and co-production of e-government services in China. Journal of Chinese Governance, 5(1), 68–89.

Malodia, S. (2021). Future of e-Government: An integrated conceptual framework. Technological Forecasting and Social Change, 173.

Mansoor, M. (2021). Citizens’ trust in government as a function of good governance and government agency’s provision of quality information on social media during COVID-19. Government Information Quarterly, 38(4).

Meitasari, B. T., Milad, M. K., &Permadi, A (2023). Service Quality Assessment of E-Sambat Application Using E-Govqual Dimension Approach: A Case Study of Communication and Informatics Office Pasuruan. Acitya Wisesa: Journal of Multidisciplinary Research. 2(2), 29-41.

Mir, U. B., Kar, A. K., Dwivedi, Y. K., Gupta, M. P., & Sharma, R. S. (2020). Realizing digital identity in government: Prioritizing design and implementation objectives for Aadhaar in India. Government Information Quarterly, 37(2).

Nuryanto, R. T. (2018). Public Service Innovation of “SAMBAT” Online as Efforts to Improve Public Complaints Service (Study on Communication and Informatics Department of Malang City). Sarjana thesis, Universitas Brawijaya.

Paul, S. (2020). Accessibility and usability analysis of Indian e-government websites. Universal Access in the Information Society, 19(4), 949–957.

Pomaza-Ponomarenko, A., Medvedeva, D., & Drahan, I. (2021). e-governance as an ai-tool of establishing feedback with the public and conflict resolution. repositsc.nuczu.edu.ua. http://repositsc.nuczu.edu.ua/bitstream/123456789/13296/1/Pomaza-PonomarenkoMedvedevaDrahan.pdf

Pratap, P., & Dwivedi, N. (2020). Inclusion of Security Features for Implications of Electronic Governance Activities. In Machine Learning and Big Data: Concepts, Algorithms, Tools and Applications (pp. 487–504). Wiley.

Priisalu, J. (2017). Personal control of privacy and data: Estonian experience. Health and Technology, 7(4), 441–451.

Putra, B., & Dhanuarta, C. (2021). Transformation of Public Services Through Electronic-Based Government System in Malang City. International Journal of Education, Information Technology, and Others, 4(3), 452-459.

Rahman, M. S. (2020). The advantages and disadvantages of using qualitative and quantitative approaches and methods in language “testing and assessment” research: A literature review. pearl.plymouth.ac.uk. https://pearl.plymouth.ac.uk/handle/10026.1/16598

Sahi, G. (2013). Information security threats in ERP enabled E-governance: Challenges and solutions. Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications, 2, 825–837.

Samuel, P., Reshmy, A. K., Rajesh, S., Kanipriya, M., & Karthika, R. A. (2023). AI-Based Big Data Algorithms and Machine Learning Techniques for Managing Data in E-Governance. In AI, IoT, and Blockchain Breakthroughs in E-Governance (pp. 19–35). IGI Global.

Shkarlet, S., Oliychenko, I., Dubyna, M., Ditkovska, M., & Zhovtok, V. (2020). Comparative analysis of best practices in E-government implementation and use of this experience by developing countries. Administratie Si Management Public, 2020(34), 118–136.

Shobaruddin, M., Hendrawan, M. R., & ... (2023). Architecture Governance Model of Local Government Website. In Proceedings of the Fifth Annual International Conference on Business and Public Administration (AICoBPA 2022). Atlantis Press.

Singh, A. (2023). Developing an e-governance model for citizen centric administration. Vidya - A Journal of Gujarat University. 2(1), 22–30.

Sobari, W., Pohan, I. A., & Priandani, N. D. (2023). Analysis of Industry 4.0 Readiness among Regional Governments in Indonesia: The Worth of Digital Wisdom and Values in Public Services. Jurnal Borneo Administrator, 19(2), 117-130.

Sofyani, H. (2020). Improving service quality, accountability, and transparency of local government: The intervening role of information technology governance. Cogent Business and Management, 7(1).

Stratu-Strelet, D., Gil-Gómez, H., Oltra-Badenes, R., & Oltra-Gutierrez, J. V. (2021). Critical factors in the institutionalization of e-participation in e-government in Europe: Technology or leadership? Technological Forecasting and Social Change, 164.

Sujith, T. S. (2023). Citizens’ attitudes and perceptions for augmenting e-governance practices. Leadership and Governance for Sustainability, 284–298.

Tang, T., Hou, J., Fay, D. L., & Annis, C. (2021). Revisit the drivers and barriers to e-governance in the mobile age: A case study on the adoption of city management mobile apps for smart urban governance. Journal of Urban Affairs. 43(4), 563-585.

Tiwari, P., & Gor, R. (2018). An Exploratory Study on the Effectiveness of Citizen Centric E-Governance Project “Hospital Management Information System” in Gujarat. Research Guru: Online Journal of Multidisciplinary Subjects. 12(3), 651-667.

Tolle, H., Rokhmawati, R. I., & Eunike, M. T. (2020). User experience design of malang city public service information mobile application using human-centered design method. In Proceedings of the 5th International Conference on Sustainable Information Engineering and Technology 200–205.

Wirtz, B. W. (2019). Open government and citizen participation: an empirical analysis of citizen expectancy towards open government data. International Review of Administrative Sciences, 85(3), 566–586.

Published

2023-11-27

How to Cite

Windah, A., Oktiani, H., Nurhaida, I., Putra, P., Purnamayanti, A., & Maryani, E. (2023). Sambat Online Program’s Pursuit of Citizen-Centric Information Services Empowerment. International Journal of Qualitative Research, 3(2), 153-161. https://doi.org/10.47540/ijqr.v3i2.1152

Issue

Section

Articles