E-Complaining 'SiKesal' Implementation Analysis for Developing Electronic Based Public Services at Jambi City

摘要

This study aims to analyze an e-complaining system implemented by the Government of Jambi City called SiKesal. The reason is that since it was launched from December 2017 to May 2018 the result of implementation is considered not optimal. This study is conducted in qualitative approach, and the data is collected through FGD. The SWOT analysis results in strategies including disseminating the applications to schools, universities, communities, and other youth gathering centers in the city of Jambi. It is expected that after they get the information about the SiKesal, they will be willingly to use it and inform others around them about it. SiKesal should be developed like a social media application model where there will be interactions between users, and also it would be better if it is integrated with SMS gateway. The ICT competencies of government officials should be mapped in relation with their positions, so that in each Local Government Work Unit (Organisasi Perangkat Daerah / OPD) there would be an administrator who becomes the operator and transmits the knowledge about how to use SiKesal in government side.