E-Government Towards Smart City: Using of the "SIKESAL"

Application to Improve Public Services in Jambi City

Diva Umayah

, Titin Purwaningsih

, Dimas Subekti

2,*

and Misran

Department of Government Affairs and Administration, Jusuf Kalla School of Government, Universitas Muhammadiyah

Yogyakarta, Yogyakarta, Indonesia

Department of Government Affairs and Administration, Universitas Muhammadiyah Yogyakarta, Yogyakarta, Indonesia

Keywords: E-Government, Smart City, Public Service, SIKESAL Aplication.

Abstract: The use of applications by the government is one of the ways to provide public services today due to the

rapid development of technology and information. Therefore, this study aims to explain using the

"SIKESAL" application created by the Jambi City Government to improve public services. This research

method is qualitative, using a descriptive approach. This study uses NVIVO 12 plus software to analyze the

data. Findings in this study, the "SIKESAL" application has a main menu with the name "send the report"

used for reporting. The application also has a menu that contains an archive of complaints that have been

reported, as well as seeing responses from regional organizations. The actors involved in using the

"SIKESAL" application are the Jambi City regional apparatus organization and the application user

community. The Department of Communication & Informatics has a role as the leading implementer and

the secretariat of complaints. Then the response of the people of the city of Jambi using the "SIKESAL"

application is dominant to negative. The adverse reaction to using the "SIKESAL" application is more for

technical reasons so that the essence of public services is disrupted.

1 INTRODUCTION

Public services are part of a network of players

whose direct and indirect interactions do not exist in

isolation but rather as part of a larger ecosystem.

The use of applications is one of the ways of public

service today because of advances in technology and

advanced information used by humans(Hodgkinson,

Hannibal, Keating, Chester Buxton, & Bateman,

2017). Jambi City is one area that receives guidance

from the Indonesian government to implement

intelligent cities in improving public services. Jambi

City's use of information and communication

technology has been contained in the first vision and

mission of the Jambi City Medium Term

Development Plan 2018-2023, namely strengthening

the bureaucracy and improving information

technology-based public services(Nugroho, 2020).

"SIKESAL" is an application for complaints and

aspirations submitted by the people of Jambi City to

the Jambi City government in the form of online

contributions of thoughts, ideas, suggestions, or

complaints that can only be explicitly accessed by

people who have a Jambi City Population

Identification Number. However, some problems are

the absence of a particular budget from the Jambi

City Regional Budget for developing the

"SIKESAL" application. Then the lack of

socialization of the "SIKESAL" Application, which

is only about 0.16% (1000+) of Jambi City residents

who download this application. As well as the

incompatibility of implementing this application

with the established regulations, such as when

responding to public reports that are old/exceeding

the standard limit(Ahmad, 2021).

The importance of this research is because the

"SIKESAL" application was launched as a form of

improving public services for the Jambi City

government. So its use in the community becomes a

vital component to be considered a reference for the

successful implementation of the policy. The

performance of public services is the government's

effort to fulfill every community's basic needs and

civil rights for goods, services, and administrative

services provided by public service

providers(Usman, 2011).

Several previous studies are pertinent to this

topic, which addresses the WeLive framework, a set

Umayah, D., Purwaningsih, T., Subekti, D. and Misran, .

E-Government Towards Smart City: Using of the "SIKESAL" Application to Improve Public Services in Jambi City.

DOI: 10.5220/0011821300003612

In Proceedings of the 3rd International Symposium on Automation, Information and Computing (ISAIC 2022), pages 12-18

ISBN: 978-989-758-622-4; ISSN: 2975-9463

 2023 by SCITEPRESS – Science and Technology Publications, Lda. Under CC license (CC BY-NC-ND 4.0)

of tools that combines Open Innovation, Open Data,

and Open Data Services paradigms to enable co-

created urban apps(Emaldi, Aguilera, López-de-

Ipiña, & Pérez-Velasco, 2017). In Germany, mobile

crisis applications are being used. Mobile crisis

applications, which are relatively new public

services for citizens and are specifically meant to

spread disaster-related information and

communication between authorities, organizations,

and citizens, are increasingly being investigated by

crisis informatics(Kaufhold, Haunschild, & Reuter,

2020). Contact tracing is a typical surveillance

technique for locating, analyzing, and managing

persons who have been exposed to novel infectious

illnesses. COVID-19 is managed through mobile

phone apps that employ a digital technology

approach known as "proximity tracking" (Pillai,

Siddika, Hoque Apu, & Kabir, 2020). The

determinants of citizens' future use of government-

provided mobile applications(Reddick & Zheng,

2017). Citizen-government applications in

information use, service use, and participatory use. It

explores the impact of such use on citizen

compliance and the mediating role of trust in

government(Wang, Chen, Xu, & Leng, 2020).

Based on this explanation, several previous

studies focused on how the application works and

the determinants of people using government

applications. So the novelty of this research is the

focus on the use of applications launched by the

government to improve public services. Therefore,

this study aims to explain using the "SIKESAL"

application created by the Jambi City Government to

improve public services.

2 LITERATURE REVIEW

2.1 Smart City

The term "smart city" refers to using ICT to

sense, analyze, and integrate critical data from

core municipal systems. Smart cities may

simultaneously respond intelligently to a variety

of needs, including daily life, environmental

protection, public safety, and local services, as

well as industrial and commercial activity

(Zhang, 2010). The phrase "smart city" refers to

the idea of applying the "smart planet" concept

to a specific place to create informative and

integrated city administration. It's also the

successful combination of intelligent planning

principles, intelligent building processes,

intelligent management methodologies, and

innovative development strategies(Su, Li, & Fu,

2011).

The way cities organize policymaking and

urban expansion is changing due to information

and communication technologies. Smart Cities

use information and communication technology

to alter city infrastructure and services in

various disciplines, including economy,

environment, mobility, and governance(Bakıcı,

Almirall, & Wareham, 2013). Intelligent city

policies foster new methods of conceiving,

organizing, and controlling the city and its

flows while imbuing the city with a new moral

order by establishing technical parameters that

distinguish between "good" and "bad" cities. As

a result, the smart city could effectively

generate docile subjects and political legitimacy

processes (Nam & Pardo, 2011).

2.2 E-Government in Public Service

E-government will improve public services by

transforming the functioning of public sector

organizations. E-government can improve

public service delivery by boosting efficiency,

lowering operational costs, increasing access to

services, and raising consumer satisfaction

(Osei-Kojo, 2017). E-government is constantly

evolving for various reasons, including

providing high-quality services to citizens and

businesses, improving public sector efficiency,

reducing government administrative burden,

allowing for cost savings in government

administration, and increasing government

decisions and actions transparency. "The use of

ICTs in public administrations combined with

organizational reform and new skills to improve

public services and democratic processes and

strengthen support for public policy," according

to this definition. E-government is seen as a

catalyst for improved government and higher

public value (Georgiadis & Stiakakis, 2010).

E-government applications improve the

public sector's cost efficiency and effectiveness

and bring about a revolutionary change in

public service delivery, administration, and

public involvement. Because of the use of ICT

E-Government Towards Smart City: Using of the "SIKESAL" Application to Improve Public Services in Jambi City

to improve life and work inside a city in

significant and fundamental ways, technology

is critical for being a smart city. When it comes

to tackling those political, administrative,

democratic, or material difficulties, ICT

applications can help(Díaz-Díaz, Muñoz, &

Pérez-González, 2017). E-government is the

application of information and communication

technology (ICT) to improve the execution of

traditional government duties and services. To

reform the government bureaucracy, traditional

governance necessitates the establishment of E-

Government. As a result, e-government is

intended to allow government agencies to

provide timely and accurate services to all

stakeholders. It is expected that implementing

E-Government will result in changes in the

form of better public services. The goal of e-

government is to increase the efficiency of

government services to citizens(Nurjanah,

Mutiarin, & Kasiwi, 2021).

3 RESEARCH METHOD

This research method is qualitative and uses

NVIVO 12 plus software to analyze the data.

The feature used in NVIVO 12 plus to analyze

data is the project map. This feature is used to

display actors involved in implementing the

"SIKESAL" application in improving public

services in Jambi City. Another feature used in

NVIVO 12 plus is the crosstab query; this

feature displays public responses using the

"SIKESAL" application. The source of the

public response comes from reviews on the

playstore, this is because users comment a lot

about the "SIKESAL" application. This

research data collection technique uses library

research. The source of this research data comes

from the official website of the Jambi city

government. Then it is added with data

originating from credible national and regional

online media news and relevant scientific

journals. The period for data collection in this

study is from 2017 to 2021, and this is because

the "SIKESAL" application was launched and

began to be used by the people of the city of

Jambi at that time.

4 FINDING AND DISCUSSION

4.1 The Process of Using the

Application and the Actors

Involved

The "SIKESAL" application (Online

Community Complaint Information System) is

a Quick Win for Smart City implementation in

Jambi City. This "SIKESAL" application is

used as a form of community participation in

urban development so that suggestions and

aspirations, as well as community complaints,

can be conveyed quickly. In other words, public

complaints media, which are usually carried out

conventionally, are developed into application-

based complaints media. Through the

"SIKESAL" application technology are

expected to encourage effectiveness and

efficiency in resolving various public

complaints(Mahmudah, 2018). In essence,

complaints submitted by the public-to-public

servants are a response to public services

received by the community from public

servants. According to the Decree of the

Minister of Empowerment of State Apparatus

No. 118 of 2004 concerning the Handling of

Public Complaints, public complaints are a

form of implementation of community

supervision submitted by the community, either

orally or in writing to the relevant government

apparatus, in the form of contributions of

thoughts, suggestions, ideas, complaints or

complaints made by the public constructive.

The availability of space to express aspirations

(voice) in the form of complaints and protests

against the implementation of government and

public services will play a significant role in

efforts to improve overall governance

performance. The public can use the

"SIKESAL" application owned by the City of

Jambi by downloading it on the Play store

channel using a device based on the Android

operating system. The admin of the

"SIKESAL" application is the Jambi City

government. The public must register how to

use the application by entering the family

identification number (NIK). Then enter the

user's data as an initial form of registration to

ISAIC 2022 - International Symposium on Automation, Information and Computing

enter the application. After all the stages have

been filled in, the user can enter to use the

application. In the "SIKESAL" application,

there are features that the public can use to

report something.

In presenting the report, the user must fill in

several fields that have been provided in the

application. The user must fill in the report title

column, report description, suggestions, or

solutions that can be given. Then choose which

category of regional device organization must

resolve it and write down the full address of the

place of the complaint. After all the fields are

filled in, the "SIKESAL" application user must

attach a photo of his complaint so that the report

sent is clearer. The reporting history that has

been submitted will wait for a response from the

Jambi City regional apparatus organization

concerned to follow up. The Online Community

Complaints Information System (SIKESAL)

application has four accessible menus. See the

home menu to see the progress of the completed

report, famous problems, or the most active

users. While the other three menus contain

archives of complaints that have been reported

and see responses from regional device

organizations, then a menu about regional

device organization ratings & user profiles. The

presence of this application is expected to make

the people of Jambi City able to assist the

government in reporting problems that exist in

the community through E-Government. This is

certainly in line with the vision & mission of the

City of Jambi to become a Smart City

Government (Ahmad, 2021).

Understanding the roles that players such as

public legal entities and natural persons play in

inter-organizational digital public services is

critical for digital government success. An actor

role (or role) is defined as "the responsibility for

performing specified behavior, to which an actor

may be allocated, or the part played by an actor

in a given action or event" (Wouters, Janssen, &

Crompvoets, 2021). In the context of the

application "SIKESAL," several actors are

involved, both Jambi City government agencies

and the community itself. Figure 1 attempts to

map the actors involved in the use of the

"SIKESAL" application.

Figure 1: Actor involved.

Figure 1 shows some of the actors involved

in using the "SIKESAL" application. The actors

involved in the "SIKESAL" application are the

regional government organizations of the Jambi

city government and the community. The

SIKESAL application is directly connected to

the local government organization of the Jambi

city government. This means that complaints or

reports submitted by the community through

the application can be directly directed to the

relevant agencies or in their fields. The

Department of Communication & Informatics

has a role as the leading implementer and the

secretariat of complaints. Jambi city

government, regional apparatus organizations

involved with the "SIKESAL" application

include Regional Development Planning

Agency, Regional Personnel, and Human

Resources Development Agency, Regional

Financial and Asset Management Agency,

Regional Tax and Retribution Management

Agency, National and Political Unity Agency,

Education Office, Health Service, Public

Works, and Spatial Planning, Public Housing

and Settlement Areas, Social Service,

Population Control and Family Planning Office,

Community Empowerment Service, Women,

and Child Protection, Environment Service,

Population and Civil Registration Service,

Transportation Service, Communication and

Information Service Office, Manpower Office,

Cooperatives and Small and Medium

Enterprises, One-Stop Investment and Service

E-Government Towards Smart City: Using of the "SIKESAL" Application to Improve Public Services in Jambi City

Office, Archives and Library Service, Youth

and Sports Service, Tourism and Culture

Office, Trade and Industry Service, Fire and

Rescue Service, Agriculture and Food Security

Service.

In this context, it has been suggested that

clarity of roles and underlying duties among

collaborating public organizations is a crucial

element for digital government success.

Defining and assigning actor roles might help to

alleviate governance issues caused by

interdependencies among participants. This is

especially true for inter-organizational digital

public services, which necessitate collaboration

among many players to link building blocks

that form integrated service chains that supply

various services.

4.2 App User Public Response

In practice, ICTs have begun to play an

essential role in all areas of human life,

including political processes, electoral

participation mechanisms, and public services.

ICT is used to make things easier for all matters

and the establishment of transparency. Then,

the response from users becomes very

important to see the success of the

implementation of the ICT(Haryadi, Nurmandi,

Muallidin, Kurniawan, & Salahudin, 2022). In

the context of using the "SIKESAL"

application, various responses emerged from

the user community. This response can be seen

in the review column in the play store. Figure 2

shows the reaction of the community of users of

the "SIKESAL" application which is managed

through the NVIVO 12 plus crosstab query.

Figure 2: Public Response.

Figure 2 shows the public response to the

"SIKESAL" application, both negative and

positive. The user community of the

"SIKESAL" application who gave a positive

response was 22.00%, while those who gave a

negative response were more than 77.00%. This

shows that although the "SIKESAL"

application has a good purpose in its

application, it still has not received a good

response from the people of the city of Jambi.

In principle, the emergence of Artificial

Intelligence, or what is commonly referred to as

intelligent applications, has significantly

impacted life. Because it focuses on the

artificial reproduction and modification of

human intelligence to construct intelligent

machines, dealing with a quickly changing

world and being adaptable to intelligent

technologies can help people be more creative,

productive, and survive. Artificial intelligence

will assist the government in freeing up

resources by automating mundane jobs,

resulting in improved public service(Kasiwi,

Nurmandi, Mutiarin, & Azka, 2021).

The positive response from the user

community is that using the "SIKESAL"

application will bring benefits. Perceptions of

usefulness and convenience significantly affect

interest in using the "SIKESAL" application, an

instrument for the public to report complaints.

More than that, the positive response given by

the community to the "SIKESAL" application is

more to the initial purpose of the application as

a forum to convey aspirations to the

government. However, the negative response

received by the "SIKESAL" application is more

about its use which is still not well developed.

The application still has many technical

problems that make users uncomfortable using

it. The government needs to continue improving

the application's features so that people can

more easily access and complete the application

as an instrument of complaint.

The obstacle faced in using the "SIKESAL"

application is that the period given to the

agency to follow up on the report is too short,

resulting in the regulations governing

implementation not being implemented.

Another inhibiting factor, namely the absence

ISAIC 2022 - International Symposium on Automation, Information and Computing

of a budget, also resulted in the lack of a

particular socialization program related to the

"SIKESAL" application which resulted in the

small number of downloads in this application,

and there were still many people who reported

manually. The role of agency heads in several

public sectors also seems to lack attention and

technical support in developing the "SIKESAL"

application due to the internal busyness of each

agency(Ahmad, 2021).

5 CONCLUSION

This study concludes that the Online

Community Complaints Information System

Application (SIKESAL) has four accessible

menus. The main menu with the name "send the

report" is used for reporting; in the application,

there is also a menu that contains an archive of

complaints that have been reported as well as

seeing responses from regional organizations.

The actors involved in using the "SIKESAL"

application are the Jambi City regional

apparatus organization and the application user

community. All regional government

organizations of the Jambi city government are

involved in using the "SIKESAL" application,

with the Communications & Information Office

having a role as the leading implementer and

the complaint secretariat. Then the response of

the people of the city of Jambi using the

"SIKESAL" application is dominant to

negative. The adverse reaction to the use of the

"SIKESAL" application is more for technical

reasons. Application development problems are

crucial in giving a negative response to the

"SIKESAL" application. This is because the

problem interferes with improving public

services using the "SIKESAL" application.

Although this research can explain the use of

the "SIKESAL" application to improve public

services in the city of Jambi, however, this

study has limitations, namely only defining the

use of one application in the city of Jambi.

Therefore, the recommendation for further

research is to compare two or more applications

used by the Jambi City government. This is to

more fully and clearly describe e-government

towards a smart city, especially in Jambi city.

ACKNOWLEDGEMENTS

This paper is supported by the research and

innovation institute, Universitas Muhammadiyah

Yogyakarta.

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