SAINSTEK: JURNAL SAINS DAN TEKNOLOGI December 2021

Vol 13 No 2
Publisher: AMSET IAIN Batusangkar and IAIN Batusangkar Press
ISSN: 2085-8019 (p)
Website: http://ojs.iainbatusangkar.ac.id/ojs/index.php/sainstek
E-mail: sainstek@iainbatusangkar.ac.id ISSN: 2580-278X (e)
pp : 90-96

Government to Citizen Digital Interaction and Citizen to Government on

the Jogja Smart Service Application

Nurcahyani Dewi Retnowati1*, Dwi Nugraheny1

2
Study Program of Informatics, Adisutjipto Institute of Aerospace Technology
Janti Street Blok R Adisucipto Banguntapan Bantul Yogjakarta
*email: nurcahyanidr@itda.ac.id

Article History Abstract

Received: 21 October 2021
Reviewed: 24 October 2021
Accepted: 14 December 2021
Published: 30 December 2021
Key Words
Government to Citizen;
Citizen to Government;
Digital Interaction;
Government Application.
Government to Citizen (G2C) is a form of relationship between
the Government and the Citizen within the Government area based
on Information Technology. Citizen to Government (G2C) is a
form of relationship between the Government, Citizen, and
changes in Information Technology. Jogja Smart Service (JSS) is
a digital-based service for the Yogyakarta City Government that is
integrated and integrated through an information system
application, available web (jss.jogjakota.go.id) and mobile
(Android and iOS) platforms that can be accessed directly by the
people of the municipality area. by prioritizing self-service (self-
service). This research used data from SWOT analysis and KAFI
vs KAFE analysis. This research aimed to determine how far the
Yogyakarta city government application, namely the Jogja Smart
Service (JSS) was utilized by the people of the city of Yogyakarta
and was actively accessed as an effective and efficient
communication bridge between G2C and C2G through digital
interaction. The results of the analysis carried out showed that a
digital interaction that was quite effective and efficient in G2C
and C2G in the use of JSS applications. There were 61.9% of
users were very enthusiastic about using the application and 75%
of potential users were interested in using the application.

INTRODUCTION and decreased service performance (Indrayani,

Technological advances have been
widely applied to various fields, not only in the
industrial and economic fields. but also in
government (Dwika, 2017). The use of
information technology services by the
government for the community at this time is
growing. the advancement of services from the
government brings very good benefits. The
concept of government administration services
is becoming more effective and efficient
(Supriyanto, 2016).
In making the concept of digital e-
government or e-government, careful
preparation is needed, in order to avoid failure
2016).
Its relation to government services for the
public electronically has turned society into an
information society. The characteristics of the
information society are people who are aware
of information, can access high-speed
information and can use information technology
for social activities, business, and so on
including being able to use electronic services
from the government (Damanik, 2012).
Electronic government administration
services can change the public governance
system for the better. it can also increase public
trust in the government due to an increase in
quality information, quality systems, and

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Nurcahyani Dewi Retnowati & Dwi Nughraheny
quality public services (Teo, T. S., Srivastava,
S. C., & Jiang, 2014).
The city government of Jogjakarta has
also launched an application that supports
public administration services. However, the
service still often encounters obstacles.hat can
support the importance of the research problem
discussed (Ramadhani Ramadhani, Eko Priyo
Purnomo, 2020).The principle of the Jogja
Smart Service (JSS) service is how the Jogja
city government can realize public services that
can be accessed easily and quickly, can
maximize the potential of information
technology and optimize all existing data in the
Jogjakarta city government (Mujiyono, 2019).
Based on the description above, this
study aims to analyze the digital interaction of
G2C (Government to Citizen) and C2G (Citizen
to Government) in the city of Jogja through the
Jogja Smart Service (JSS) application so that it
is expected to provide advice to the city
government of Jogja in developing and
improving services. public administration for
the better. Digital interaction analysis was
carried out using SWOT analysis and KAFI vs.
KAFE analysis so that from this analysis it can
be formulated what strategies the Jogjakarta
city government can do in digital interactions
on the Jogja Smart Service application service
for the community.
Figure 1. The Steps Digital Interaction Research of G2C
(Government to Citizen) and C2G(Citizen to Government)
Sainstek: Jurnal Sains dan Teknologi
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G2C (Government to Citizen)
MATERIAL
Steps in digital interaction research of
G2C (Government to Citizen) and C2G (Citizen
to Government) in the city of Jogja through the
Jogja Smart Service (JSS) application and this
is explained in Figure 1. As for this research is
from data collection which is done through the
distribution of questionnaires using Google
Form media to users of the Jogja Smart Service
(JSS) application, both those who have installed
and used, and who have not used the JSS
application.
While the interview was conducted on
one of the staff of the Yogyakarta City
Information and Encryption Communication
Service who had been appointed from the
Service to assist this research if there were
some data and questions needed. Secondary
data is used from previous studies using the
SWOT (Strengths, Weaknesses, Opportunities,
and Threats) and TOWS (Threats,
Opportunities, Weaknesses and Strengths)
methods. Analysis of the Strategic Information
System on E-Government was carried out on
the Jogja Smart Service (JSS) application (Dwi
Nugraheny, 2021).
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Nurcahyani Dewi Retnowati & Dwi Nughraheny
Then the analysis and identification of
Jogja Smart Service (JSS) was carried out. This
section describes the old version of the JSS
application and the latest version with
additional content and socialization techniques,
as well as describes the strengths, weaknesses,
opportunities, and threats involved in this JSS
Table 1. Strategic Identification (SWOT)
Internal
Strength
1. The services in the application are quite
complete
2. The application in terms of appearance is quite
attractive and user friendly
3. Android mobile-based application
4. Service features that are constantly being
improved/updated.
5. During Covid conditions, socialization is
carried out through mass media and short
videos.
6. The News and Reports menu in the JSS
application is part of the features that are
always updated and accessed.
Weakness
1. The application can be downloaded by people
in the Regency within the province of the
Special Region of Yogyakarta, but the services
in the application are limited to access.
2. There is a problem when employees report
through performance.
3. In the menu for making a birth certificate, there
is no form that must be filled in, only a picture
of the menu is visible.
4. Online attendance applications are often
problematic.
5. There is some content that is still empty.
6. There are still problems during the registration
and login process.
7. There are still problems in sub-district and sub-
district services and several other needs.
8. Socialization through mass media and short
videos (during the Covid-19 outbreak) is not
necessarily able to make people who are not of
productive age understand.
9. So far, the community has only used the Report
Menu service in the form of complaints that
occurred in their environment.
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G2C (Government to Citizen)
application. Then explain the results of the
SWOT analysis (Table 1), KAFI (Conclusions,
Internal Factor Analysis)/IFAS (Internal Factor
Analysis Summary), KAFE (Conclusions,
External Analysis)/EFAS (External Factor
Analysis Summary) analyzes (Table 2) will be
carried out.
Eksternal
Opportunity
1. It is necessary to add streaming links for TV
stations in Yogyakarta
2. There is a need for CCTV access
3. There is a need for public transportation
services and the Department of Transportation
4. It is not yet accessible to Smartphones that use
the IOS OS.
5. There is a need for additional information on
blood donation activities and blood orders to
PMI.
6. There needs to be intense socialization to the
public directly through mass media or short
videos.
7. It is necessary to improve information services
to the public in the form of notifications so that
there is reciprocal interaction between the
government and the community.
Threat
1. Socialization of the application to the people of
Yogyakarta City is still lacking.
2. There are some people who have registered in
the application but do not understand its use
and benefits.
3. The response from the application manager is
slow about some of the services needed by the
community.
4. There are several features that have not updated
information so that the information presented is
not timely.
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Nurcahyani Dewi Retnowati & Dwi Nughraheny G2C (Government to Citizen)

Table 2. KAFI vs KAFE Analysis

Strength Weakness
KAFI vs KAFE
Analysis The services in the application are The application can be downloaded by people in
quite complete. the Regency within the province of the Special
The application in terms of Region of Yogyakarta, but the services in the
appearance is quite attractive and application are limited to access.
user friendly. There is a problem when employees report
Android mobile based through performance.
application. On the menu for making a birth certificate, there
Service features that are is no form that must be filled in, only a picture
constantly being of the menu is visible.
improved/updated. Online attendance applications are often
During the Covid condition, problematic.
socialization was carried out There is some content that is still empty.
through mass media and short There are still problems during the registration
videos. and login process.
There are still problems in village and sub-
district services and several other needs.
Opportunities SO Strategy Assumptions WO Strategy Assumptions
Quadrant-1, S-O The “Aggressive Quadrant-3, W-O, Turn Around Oriented
Oriented” strategy maximizes Strategy” minimizes weaknesses to maximize
strengths to maximize opportunities.
opportunities Separation of login and display areas for the
The need for additional services special community of the city of Yogyakarta
that can facilitate user needs. with other communities outside it.
The need for easy access to Improvement of performance and attendance
services on other operating menu for Yogyakarta city government
systems (eg IOS). employees.
Service upgrades in the form of Improvements to the birth certificate registration
information notifications. menu and a formula that the public can input.
Adding a more complete content menu, for
example CCTV access.
Improvements to the member registration and
login menu.
Update services related to kelurahan and sub-
districts.
Threaths ST Strategy Assumptions WT Strategy Assumptions
The socialization Quadrant-2, S-T The Quadrant-4, W-T The “Defensive Oriented”
of the application “Diversification Oriented” strategy minimizes weaknesses to minimize
to the people of strategy maximizes strengths to threats.
the City of minimize threats. Application socialization is focused
Yogyakarta is still Socialization through mass media onYogyakarta city community.
lacking. and videos on the internet. The socialization was carried out thoroughly to
There are some More detailed socialization the kelurahan and in collaboration with village
people who have directly in the community. officials.
registered in the Improved response faster (fast
application but do response) from the manager.
not understand
how to use it
And the benefits.
The response
from the
application
manager is slow.

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Nurcahyani Dewi Retnowati & Dwi Nughraheny
RESULT AND DISCUSSION
Based on the analysis and identification
of Jogja Smart Service (JSS), it is known that
JSS is a digital-based service for the
Yogyakarta City Government that is integrated
and integrated through an information system
application, available on the web
(jss.jogjakota.go.id) and mobile platforms
(Android and iOS). Some of the new Jogja
Smart Service (JSS) services in 2020 are
described in Figure 2. With this JSS
application, the benefits for the government of
the city of Yogyakarta and the people of the
city of Yogyakarta are described in Table 3.
The results of the summary of the
questionnaire for users of the Jogja Smart
Service application filled out by 22 respondents
indicate that this application has been used by
75% of the community for public
administration and the results From the
identification of the SWOT strategic
environment, several problems emerged based
on data and studies which were grouped into
groups of strengths, weaknesses, opportunities
and threats/challenges. Technological strength
factors, both user friendly software
(applications) and hardware technology are
very supportive to improve the information
society. Meanwhile, the weakness factor in
terms of application of service features to the
public still needs improvement and renewal as
well as socialization that is still not optimal due
to the unstable condition of the country during
this Covid-19. The opportunity factor is the
need for intense socialization to the public
through mass media or short videos about
updating service features so that people become
familiar with the Yogyakarta government
application (JSS) so that they can improve
public information and the need for
collaboration with other government sectors to
respond to complaints from some residents who
access Report Service Menu. While the Threat
factor is the lack of community ability in the
Yogyakarta City Government Environment in
using the Jogja Smart Service (JSS)
Application, especially on Public Service
content. If the e-Government application (Jogja
Smart Service Application) is not socialized
intensively, then the community/citizens cannot
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G2C (Government to Citizen)
use the application properly. So that the hope to
improve the information society did not
materialize. In addition to the identification of
the SWOT analysis, KAFI and KAFE analysis
were also carried out which could formulate
strategies that could be carried out by the
Jogjakarta city government. There are 4
strategies that can be formulated, namely SO
Strategy Assumptions, WO Strategy
Assumptions, ST Strategy Assumptions, WT
Strategy Assumptions. To improve services, the
Yogyakarta City Communication and
Information Encryption Service has developed
the latest JSS version 3.0 which includes
changes to the interface, integration of services
and service features, publication of information
and types of services to the people of
Yogyakarta.
Strength strategy Opportunities (SO
Strategy Assumptions) formulated that the need
for additional services that can facilitate the
needs of users, the need for easy access to
services on other operating systems (eg IOS),
and improved services in the form of
information notifications.
Weaknesses Opprtunities Strategy
Assumptions minimizes weaknesses to
maximize opportunities, such as separation of
login and display areas for the special
community of the city of Yogyakarta with other
communities outside it, improvement of
performance and attendance menu for
Yogyakarta city government employees,
improvements to the birth certificate
registration menu and a formula that the public
can input, adding a more complete content
menu, for example CCTV access,
improvements to the member registration and
login menu, and update services related to
kelurahan and sub-districts.
Strength Threatness Strategy
Assumptions is strategy maximizes strengths to
minimize threats, such as socialization through
mass media and videos on the internet, more
detailed socialization directly in the
community, and improved response faster (fast
response) from the manager.
Weaknesses Threatness Strategy
Assumptions is strategy minimizes weaknesses
to minimize threats, such as application
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Nurcahyani Dewi Retnowati & Dwi Nughraheny G2C (Government to Citizen)

socialization is focused on Yogyakarta city interactions on the JSS application can run well
community. and further encourage the Jogjakarta city
With these 4 strategies, it is hoped that government to improve its services.
government services and G2C and C2G digital

Figure 2. Some New Services Jogja Smart Service (JSS) in 2020

Table 3. The benefits of The JSS Applcation

Yogyakarta City Government Yogyakarta City Community
Performance control function Easy access
Information is easier to share Easy to contribute
Work easier Complaint control function

CONCLUSION ACKNOWLEDGEMENT
The The results of the analysis of this Thanks to the Adisutjipto Institute
study concluded that 75% of the people of ofAerospace Technology for funding this
Jogjakarta gave a positive response to research.
government services through the use of the JSS
application, using SWOT identification analysis
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