The management of Citizen Relation Management (CRM) Jakarta Smart City

Abstract

This research aims to analyze the management of Jakarta Smart City‘s Citizen Relation Management (CRM). Alexander Schellong defines Citizen Relationship Management (CiRM) as a strategy, enabled by technology with a broad citizen focus, to maintain and optimize relationships and encourage participation. This represents as a working definition because CiRM is an emerging research area. By using CiRM Oriented E-Government Maturity Model elaborated by Anita Wulansari and Apol Pribadi Subriadi to assess the maturity of CiRM, which consists of dimension such as (1) Organization, (2) Interaction, (3) Online Service, and (4) Citizen Insight. The method used in this research is descriptive qualitative approach, in which the researcher used the technique of collecting data through observation, interviews. The researcher interviewed several key person on Jakarta Smart City, such as Head of Field and Operation Division, Head of Communication Division, and Monitoring Room Officer or Admin in JSC about the official complaint channels and CRM. In addition, the researcher also collected the data from interviews and web-based surveys to 16 respondents (citizens) who are willing to give their opinions about the official complaint channels of Provincial Government of Jakarta. The results of this research includes: the management of CRM as a whole can be said have been managed well. The statement is based on the findings that CRM‘s Jakarta Smart City already met the criteria on the CiRM Oriented E-Government Maturity Model: (1) Organization that already put the citizen-oriented culture, as the top management supports the services in accordance to the regulatory framework, (2) Interaction from the official complaint channels and CRM has been well-executed, (3) Online Service which is expected to facilitate service to become easier with the support of well-established systems and features, and (4) Citizen Insight, in which the data obtained can be used for other purposes which could be beneficial for the Provincial Government of Jakarta.