EVALUASI KEBIJAKSANAAN APLIKASI CITIZEN RELATION MANAGEMENT (CRM) DALAM MENYUKSESKAN JAKARTA SMART CITY

Abstrak

The bureaucracy's ability in government is required to be consistent and up to date in providing its performance amidst the development of society, the environment, and global competition. One concrete form of implementing the City of Jakarta as a smart city is initiating a Citizen Relations Management (CRM) system. However, in its implementation, information was found that the percentage of unresolved CRM reports was still high; apart from that, the quality of complaint handling decreased in 2019 and 2020.   This study aims to analyze the evaluation of the Citizen Relations Management (CRM) application policy and the efforts that can be made for the success of Jakarta Smart City. The research design used is qualitative, and the discussion is carried out by combining theoretical analysis and ASOCA analysis. The results of this study indicate that there are incompetent human resources and the absence of third-party control over the results of the settlement of public complaints. In contrast, the results of ASOCA's analysis are optimizing and focusing on the capabilities of the Jakarta Provincial Government's human resources in facilitating community participation in the implementation of the Citizen Relations Management (CRM) application.

Keywords: Citizen Relation Management, Evaluation, Policy