THE CITIZEN CENTRIC APPROACH IN THE IMPLEMENTATION OF E-GOVERNMENT AS AN EFFORT TO IMPROVE THE QUALITY OF PUBLIC SERVICES IN THE GOVERNMENT OF WEST JAVA PROVINCE

Muhammad Fauzi; Yogi Suprayogi Sugandi; Deden Hadi Kushendar

Authors

Muhammad Fauzi Sekolah Tinggi Ilmu Administrasi Bandung
Yogi Suprayogi Sugandi Universitas Padjajaran
Deden Hadi Kushendar Sekolah Tinggi Ilmu Administrasi Bandung

Keywords:

Citizen-centric, E-Government, Public Services

Abstract

To enhance public services and governance in West Java, the province government may have implemented a number of e-Government initiatives. West Java has built Public Service Centers to provide integrated services and a one-stop shop for citizens, and the government of West Java has adopted the idea of citizen-centric governance to prioritize its citizens' needs, aspirations, and well-being. Sapawarga is an innovative e-government initiative implemented in West Java Province, Indonesia. Adopting a citizen-centric approach in the implementation of e-government can greatly contribute to improving the quality of public services. The implementation of digital services in West Java, Indonesia has had several positive effects on citizens. A citizen-centric approach includes a number of components, including user-centered design, service personalization, multichannel service delivery, transparent information, citizen feedback channels, and continual improvement. The Government of West Java Province's ability to provide high-quality public services can be greatly enhanced by using a citizen-centric approach to implementation.

Downloads

Download data is not yet available.

References

L. Nkomo and D. Kalisz, “Establishing organisational resilience through developing a strategic framework for digital transformation,” 2022, doi: 10.1108/DTS-11-2022-0059.

L. H. C. Pinochet, E. L. Lopes, C. H. F. Srulzon, and L. M. Onusic, “The influence of the attributes of ‘Internet of Things’ products on functional and emotional experiences of purchase intention,” Innov. Manag. Rev., vol. 15, no. 3, pp. 303–320, 2018, doi: 10.1108/INMR-05-2018-0028.

K. Gasova and K. Stofkova, “E-Government as a Quality Improvement Tool for Citizens’ Services,” Procedia Eng., vol. 192, pp. 225–230, 2017, doi: 10.1016/j.proeng.2017.06.039.

I. Lindgren, C. Ø. Madsen, S. Hofmann, and U. Melin, “Close encounters of the digital kind: A research agenda for the digitalization of public services,” Gov. Inf. Q., vol. 36, no. 3, pp. 427–436, 2019, doi: 10.1016/j.giq.2019.03.002.

S. Marelli, A. Castelnuovo, A. Somma, V. Castronovo, and ..., “Impact of COVID-19 lockdown on sleep quality in university students and administration staff,” Journal of …. Springer, 2021. doi: 10.1007/s00415-020-10056-6.

K. A. Kamaruddin and N. L. Md Noor, “Citizen-centric demand model for transformational government systems,” Proc. ot 21st Pacific Asia Conf. Inf. Syst. “‘Societal Transform. Through IS/IT’”, PACIS 2017, no. September, 2017.

E. Dudley, D.-Y. Lin, M. Mancini, and J. Ng, “Implementing a citizen-centric approach to delivering government services,” no. July, pp. 3–9, 2015.

C. T. Yin, Z. Xiong, H. Chen, J. Y. Wang, D. Cooper, and B. David, “A literature survey on smart cities,” Sci. China Inf. Sci., vol. 58, no. 10, pp. 1–18, 2015, doi: 10.1007/s11432-015-5397-4.

N. Jacobs, P. Edwards, M. Markovic, C. D. Cottrill, and K. Salt, “Who trusts in the smart city? Transparency, governance, and the Internet of Things,” Data Policy, vol. 2, 2020, doi: 10.1017/dap.2020.11.

M. A. Ekaabi, K. Khalid, R. Davidson, A. H. Kamarudin, and C. Preece, “Smart policing service quality: conceptualisation, development and validation,” Policing, vol. 43, no. 5, pp. 707–721, 2020, doi: 10.1108/PIJPSM-03-2020-0038.

R. Tassabehji, R. Hackney, and T. Maruyama, “Evaluating digital public services: A contingency value approach within three exemplar developing countries,” Inf. Technol. People, vol. 32, no. 4, pp. 1021–1043, 2019, doi: 10.1108/ITP-08-2017-0260.

S. King and S. Cotterill, “Transformational Government? The role of information technology in delivering citizen-centric local public services,” Local Gov. Stud., vol. 33, no. 3, pp. 333–354, Jun. 2007, doi: 10.1080/03003930701289430.

M. Al-Hassan, H. Lu, and J. Lu, “A framework for delivering personalized e-government services from a citizen-centric approach,” iiWAS2009 - 11th Int. Conf. Inf. Integr. Web-based Appl. Serv., no. June 2019, pp. 436–440, 2009, doi: 10.1145/1806338.1806419.

K. Sorn-in, K. Tuamsuk, and W. Chaopanon, “Factors affecting the development of e-government using a citizen-centric approach,” J. Sci. Technol. Policy Manag., vol. 6, no. 3, pp. 206–222, Jan. 2015, doi: 10.1108/JSTPM-05-2014-0027.

J. I. Criado, “Digital Public Administration in Latin America: Digitalization, Public Innovation, and the Future of Technologies in the Public Sector,” in The Emerald Handbook of Public Administration in Latin America, B. G. Peters, C. A. Tercedor, and C. Ramos, Eds., Emerald Publishing Limited, 2021, pp. 343–374. doi: 10.1108/978-1-83982-676-420201014.

S. Malodia, A. Dhir, M. Mishra, and Z. A. Bhatti, “Future of e-Government: An integrated conceptual framework,” Technol. Forecast. Soc. Change, vol. 173, no. August, p. 121102, 2021, doi: 10.1016/j.techfore.2021.121102.

I. Otieno and E. Omwenga, “Citizen-centric critical success factors for the implementation of e-government: A case study of Kenya Huduma Centres,” 2015 IST-Africa Conf. IST-Africa 2015, vol. 7, no. 2, 2015, doi: 10.1109/ISTAFRICA.2015.7190525.

H. Nassaji, “Qualitative and descriptive research: Data type versus data analysis,” Lang. Teach. Res., vol. 19, no. 2, pp. 129–132, 2015, doi: 10.1177/1362168815572747.

L. A. T. 2022 J. UPTD Pusat Layanan Digital, Data dan Informasi Geospasial, Menjawab tantangan digitalisasi melalui kolaborasi. Bandung, 2022. [Online]. Available: https://digitalservice.jabarprov.go.id/menjawab-tantangan-digitalisasi-melalui-kolaborasi/