Wulansari, Anita (2016) Pengembangan Model Penilaian Kematangan Citizen Relationship Management (CiRM) Oriented E-government. Undergraduate thesis, Institut Technology Sepuluh Nopember.
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Abstract
Di dalam pemerintah digital, masyarakat merupakan pemegang
kepentingan utama. Sebuah strategi yang disokong oleh teknologi untuk membuat
dan mengoptimalkan hubungan pemerintah dengan masyarakat dengan
mengikutsertakan pendapat mereka ke seluruh pengelolaan publik dikenal dengan
nama CiRM (Citizen Relationship Management). Namun demikian, dalam
konteks penelitian e-government, orientasi terhadap masyarakat masih belum
banyak dieksploitasi karena sebagian besar proyek e-government hanya
mentransformasi layanan dan informasi yang semula masih tradisional menjadi
menggunakan teknologi. Model-model penilaian kematangan e-government yang
sudah ada pun sebagian besar hanya mengukur kemampuan teknologi egovernment.
Berdasarkan permasalahan di atas, peneliti mencoba menjawab
permasalahan yang ada dengan menggunakan pendekatan kualitatif dalam
perspektif kajian sistem informasi. Jenis pendekatan kualitatif yang digunakan
adalah grounded theory. Sebuah model konseptual dikembangkan oleh peneliti
berdasarkan literatur yang dikaji. Model konseptual tersebut berisi faktor-faktor
penentu kematangan dan skala penilaian yang digunakan. Selanjutnya dilakukan
penggalian data dengan teknik purposive sampling untuk mengetahui pendapat
masyarakat terkait model penilaian kematangan e-government. Lokasi penelitian
adalah di Surabaya dengan jumlah informan sebanyak enam orang. Hasil
penggalian data dibandingkan dengan model konseptual untuk kemudian
dilakukan perbaikan pada model konseptual tersebut.
Penelitian ini menghasilkan sebuah model penilaian kematangan untuk
menilai apakah e-government yang diimplementasikan telah berorientasi kepada
masyarakat atau tidak. Faktor-faktor yang diukur untuk menentukan kematangan
CiRM oriented e-government adalah budaya (citizen oriented culture), dukungan
manajemen, kebijakan, saluran komunikasi, partisipasi pegawai pemerintah,
partisipasi masyarakat, kemudahan penggunaan, fungsionalitas sistem, reliability,
integrasi sistem, analisis kebutuhan pengguna, knowledge sharing, segmentasi dan
personalisasi, serta pengukuran kinerja. Model ini diharapkan dapat digunakan
sebagai alternatif alat penilaian implementasi e-government yang lebih
komprehensif karena mengukur dari tiga sisi, yaitu organisasi, interaksi
pemerintah dengan masyarakat dan layanan e-government itu sendiri.
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In the digital government, citizen is the key stakeholders. A strategy that
is supported by technology to create and optimize the government's relationship
with the citizen by engaging their opinions to the whole public management
known as CIRM (Citizen Relationship Management). However, in the context of
e-government research, orientation to the public is still not widely exploited
because most e-government projects only transform services and information
which was originally traditional into using technology. Most of existing egovernment
maturity models only measure the ability of e-government
technology.
Based on the above problems, the researcher tried to answer the existing
problems using a qualitative approach in the perspective of information systems
study. The type of qualitative approach used is grounded theory. A conceptual
model developed by the researcher based on the literature studied. The conceptual
model contained the factor affecting maturity and assessment scale. Then, data
were gathered by using purposive sampling to determine public opinion related to
the e-government maturity model. This research is located in Surabaya by the
number of informants are six people. The results of data gathering then used to
revise the conceptual model.
This research developed a maturity assessment model to assess whether
the implemented e-government have been oriented to the public or not. The
factors measured to determine the maturity of CIRM oriented e-government is
citizen oriented culture, top management support, policy, communication
channels, public officials participation, community participation, ease of use,
system functionality, reliability, system integration, user requirement analysis ,
knowledge sharing, segmentation and personalization, as well as performance
measurement. This model is expected to be used as an alternative tool to assess
the implementation of e-government. This model is more comprehensive as it
measures CiRM oriented e-government from three aspects, organization,
government interaction with their citizen and e-government service.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | e-government, citizen relationship management, penilaian kematangan, grounded theory. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning. |
| Divisions: | Faculty of Information Technology > Information System > 59101-(S2) Master Thesis |
| Depositing User: | Mr. Tondo Indra Nyata |
| Date Deposited: | 25 Feb 2019 04:11 |
| Last Modified: | 25 Feb 2019 04:11 |
| URI: | http://repository.its.ac.id/id/eprint/62383 |
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