Analysis of Citizen Relationship Management (CRM) in the effort of Handling Public Facilities Infrastructure (PPSU) in the Kartini’ Sub District , Central Jakarta

Citizen Relationship Management Mobile is an application that is created to be able to follow up on all complaints that have been reported by Jakarta's residents so that local governments of DKI can coordinate faster in resolving complaints of Jakarta’s society. Kartini sub-district applies a CRM application in handling public complaints regarding the handling of public facilities infrastructure (PPSU). Through the CRM application, PPSU of Kartini sub-district workers can find community reports, not only locations or pictures of the actual condition of reported public facilities but also their identities so that public's complaints can be resolved quickly. However, what often happens is that reports submitted by the society through pictures (photos) are not suitable with the actual situation, the address is not clear as well and also it does not include the identity of the reporter. This makes it difficult for PPSU of Kartini sub-district workers to follow up. Another problem faced is that several complaints reports do not include the main duties and functions of PPSU workers. The method used in this research is a descriptive qualitative approach to collect information about real current conditions. Interviews were conducted with 8 informants. The results showed that the application of CRM in the Kartini’s sub-district was quite effective, as indicated by the level of reports/complaints related to the handling of public facilities submitted by the residents, which decreased significantly, although there were still obstacles faced so that the implementation of CRM ran optimally. Various efforts have been made by the Kartini sub-district to overcome these obstacles so that the follow-up of reports/complaints from the public regarding public facilities infrastructure has higher quality, faster, more precise, and accurate

Digitizing Discretionary Practices in Public Service Provision: An Empirical Study of Public Service Workers’ Attitudes

Public service workers have traditionally enjoyed a wide freedom to make decisions about clients. With the increased use of ICT in public service provision, discretionary practices are influenced or replaced by computerized routines, known as digital discretion. Based on the assumption that public service workers are motivated by helping individual clients, this paper focuses on characteristics of public service provision that can explain their digital discretion acceptance. To find out, we surveyed public service workers (n=125) within several types of public service provision and used structural equation modeling (PLS-SEM). We conclude that professional motivations and the nature of public service provision make it difficult to completely digitize discretionary practices. Policy implications include paying special attention to the opportunities that technological innovations can create and the potential inability of public service workers to fully utilize digital tools due limited training and age

Public services provided with ICT in the smart city environment: the case of spanish cities

Social, technological and economic changes, citizen demand of services modernization, new ICT developments related to the Internet of Things and an economic situation that urges more efficient public administrations, have allowed the adoption of ICT by municipalities in order to provide public services. All the foregoing constitutes a boost of the smart city concept, which is considered in the scientific literature mainly from a technical point of view, overlooking deeper analysis on the specific services being provided by means of smart technologies. The current research identifies services provided using smart technologies at 26 Spanish smart cities and the degree of smart development of those cities based on which services provide. The results highlight that the services most widely implemented are those that allow direct reductions in local administration expenditure. On the other hand, the remaining services enjoy greater perspectives of future development. Additionally, three groups of smart city development have been identified, which allows benchmarking analysis and enhances the exchange of information between the cities

Towards Self-Service Government - A Study on the Computability of Legal Eligibilities

In this paper we present a novel model for governing societies based on modern information technology, which neither relies on manual bureaucratic labour, nor depends on process-based e-government services. We analyse the flaws of the latter and argue that e-government is not feasible for sustainable governance due to permanently changing regulation; instead we propose a model in which people can govern themselves in a self-service manner by relying on constellations of data stored in a network of governmental databases to which citizens and government agents have read- and write access under conditions defined by then-valid regulation