Pengembangan Model Penilaian Kematangan Citizen Relationship Management (CiRM) Oriented E-government

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. ======================================================================================================== 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
Divisions: Faculty of Information Technology > Information System > (S2) Master Theses
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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