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Stakeholder Management and Communication Management Plan on E-

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 Stakeholder Management and Communication
Management Plan on E-Government Project
1st Shafira Fatimah Azzahra 2nd Titisari Ramadhane 3rd Muhammad Fakhrul Safitra
Department of Information Systems Department of Information Systems Department of Information Systems
Telkom University Telkom University Telkom University
2023 11th International Conference on Cyber and IT Service Management (CITSM) | 979-8-3503-0596-8/23/$31.00 ©2023 IEEE | DOI: 10.1109/CITSM60085.2023.10455566

Bandung, Indonesia Bandung, Indonesia Bandung, Indonesia

shfrazzhrid@student.telkomuniversity.ac.id ramadhane@student.telkomuniversity.ac.id fakhrulsafitra@telkomuniversity.ac.id

4th Muharman Lubis 5th Sinung Suakanto

Department of Information Systems Department of Information Systems
Telkom University Telkom University
Bandung, Indonesia Bandung, Indonesia
muharmanlubis@telkomuniversity.ac.id sinung@telkomuniversity.ac.id

Abstract— The use of stakeholder management is crucial for
achieving success in projects, specifically within the domain of
e-government project consulting. The aforementioned
procedure encompasses the identification of persons,
organizations, or entities that possess the capacity to exert
influence over a project, comprehending their expectations, and
evaluating the probable consequences of their involvement. The
development of effective management strategies involves the
engagement of stakeholders in decision-making processes, the
establishment of ongoing contacts, and the resolution of
challenges, all with a focus on prioritizing their needs and
expectations. Communication Management Plans are of utmost
importance as they serve to ensure the implementation of
effective communication methods that facilitate the alignment
between stakeholders and project objectives. Within the realm
of e-government consulting, the process entails actively
involving diverse stakeholders, including IT Governance
Boards, Project Managers, and other relevant parties. This is
achieved by the use of different techniques, such as the regular
dissemination of reports on a weekly basis, conducting surveys,
carrying out interviews, and facilitating group discussions on
dedicated forums. Stakeholder mapping is an effective method
for addressing typical obstacles encountered in stakeholder
management. This tool facilitates the classification of
stakeholders according to their degrees of interest and power,
hence enabling the development of customized engagement
strategies. The successful execution of projects, particularly
intricate endeavors such as e-government, relies heavily on
thorough stakeholder management and well-defined
communication protocols. The capacity to discern essential
stakeholders, comprehend their issues, and develop efficient
lines of communication is crucial in attaining project success.
Keywords—communication management, E-Government,
stakeholder management
I. INTRODUCTION
The practice of stakeholder management is essential in
order to identify individuals, groups, or entities that may be
subject to influence by a given project. This process involves
analyzing the expectations of stakeholders and assessing their
potential impact on the project. Furthermore, it entails the
development of appropriate management strategies that
effectively engage stakeholders in decision-making processes
and project implementation. Also, it focuses on maintaining
continuous interactions with stakeholders in order to get
insight into their requirements and expectations. It aims to
effectively resolve any issues that may arise, as well as
manage stakeholder engagement in decision-making
processes and project activities [1]. Communication
Management Plan is a process taken at the management stage
in an organization, before the organization decides or
implements what form of communication is best to do in
carrying out a project [2].
Stakeholder Engagement in a project by communicating
effectively and well can increase support for project
implementation in an organization which usually results in
project success, communication with stakeholders can be done
in writing or verbal [1]. Stakeholder management is very
impactful with the running of the project [2], the
Communication Management Plan is the exchange of
information regarding a project with a focus on establishing
communication between sender and recipient. This is reflected
simultaneously into an indispensable tool for systematically
managing project resources. The use of coordination and
collaboration in communication is a prevalent strategy
employed for the purpose of scheduling, organizing, and
regulating projects, whereby contributors work together to
establish concrete outcomes. Engaging in communication
with stakeholders is often necessary in order to establish and
maintain solid relationships, as well as to effectively assess the
operational efficiency of individual project tasks. The
implementation and alignment of a unified vision across
projects heavily relies on the use of an efficient
communication strategy [3]. Method, time, and frequency are
one of the considerations in making a Communication
Management Plan.
E-government is a form of public service through
information technology [4]. E-government project consulting
is a project carried out to create a basic framework that
describes the integration of business processes, data and
information, e-government infrastructure, e-government
applications, and e-government security to produce e-
government services which is integrated in each OPD in a
government. PT. XYZ is a consulting company engaged in IT
e-government consultants that has several problems in
managing communication with stakeholders, where this
problem starts from stakeholders who have different wishes
and opinions, changing project requirements,
miscommunication, information that is not evenly divided,
and PT XYZ has also not determined the key stakeholders
where this will be the strategies for stakeholder management.
This research was conducted to analyze how the influence of

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stakeholder management and communication management
plans in PT. XYZ.
II. LITERATURE REVIEW
A. Communication Management
Communication Management processes include the
essential activities required to guarantee the timely and
appropriate planning, gathering, creation, dissemination,
storage, retrieval, control, management, monitoring, and final
disposition of project information [5] which is intended to
oversee and control the project data process from the
collection, categorization, dissemination, equipment
utilization, and decision making [6]. A successful project
consists of good, clear, and effective communication between
the stakeholders, the client, and the project team [7]. Any
communication made must be directed to the goals of the
organization and stakeholders [8]. Poor communication can
lead to project failure [9]. The importance of effective
communication cannot be overstated, particularly in light of
the need to convey the expectations of stakeholders at various
organizational levels [10]-[13].
Project Managers must be able to build a good team
culture in order to create a high-performing team. If a Project
Manager doesn't monitor the project well the consequences
are, the project could not run as scheduled, increase in cost,
ineffective communication between project managers and
teams. In managing communication between project
managers and stakeholders, there is always some relationship
between internal and external companies.
Fig. 1. The Relationship Between Project Managers and Stakeholders
Communicating with stakeholders can build relationships
which could lead to trust with project managers and team,
which will facilitate the search for solutions if there are
problems in the process of running the project [2]. Support
from stakeholders can lead to project success [14].
B. Stakeholder Management
Stakeholder management encompasses the requisite
procedures for identifying individuals, groups, or entities that
possess the potential to exert influence on or be impacted by
the project. It involves scrutinizing stakeholder expectations
and assessing their ramifications on the project, as well as
formulating suitable management strategies to actively
involve stakeholders in project decision-making and
implementation [15], [16]. In addition, it also prioritizes
continuous communication with stakeholders in order to gain
an understanding of their requirements and expectations, deal
with problems as they arise, resolve conflicts of interest, and
promote proper stakeholder participation in project decisions
and activities [1] . Improving the quality of projects can be
influenced by good stakeholder management. One form of
analyzing stakeholders is by stakeholder mapping to identify
stakeholders who will be prioritized in a project. Prior to the
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stakeholder mapping stage, stakeholders are grouped by role,
level of power, and influence of their decisions [17].
III. RESEARCH METHODOLOGY
This research uses a case study method, conducting case
studies across different e-government projects or across
different countries can provide deep insight into how
stakeholder management and communications are
implemented, with analyze project documents, conduct
interviews with stakeholders and project team members, and
examine related data to gain a better understanding of best
practices and add value to information related to the
definition, scope, model, concept and implementation of
stakeholder management and communication management
plans.
Document Analysis of project documents, such as the
project management plan, communications plan, progress
reports, and relevant policies, can provide insight into the
practices used in stakeholder management and
communications. Method to performing the Monitor
Stakeholder Management Process [18] can be seen in Fig. 2.
Fig. 2. Method to performing the Monitor Stakeholder Management
Process
With this method, it can analyze how the influence of
stakeholder management and communication management
plans in PT. XYZ. Based on this method, this research
analysis is carried out to obtain research formulations sourced
from various data sources. The facts and realities of the case
study are then realized using methods to determine the
influence of stakeholder management and communication
management plans in PT. XYZ.
IV. RESULTS AND DISCUSSIONS
A. E-Government Project Consulting
E-government project consulting refers to the
implementation of a comprehensive framework that
encompasses the integration of business processes, data, and
information technology, as well as e-government
infrastructure, applications, and security measures. The
objective is to develop cohesive e-government services within
each OPD in a government. Stakeholders in this e-
government project consulting include:
 TABLE I. STAKEHOLDER POSITION b) Survey: The communication management that has
Stakeholders Key Concern been implemented in this project starts from
conducting a survey of several OPDs in certain
I&T Governance Board The role inside the organization entails the
evaluation of IT operations, proposals, and
governments. The survey was conducted for
projects with the purpose of providing approximately 2 weeks
guidance to the CIO on matters pertaining to
demand management, strategy alignment, c) Interview: The interview was conducted within 2
value delivery, policy and procedure weeks, by conducting interviews directly to each
creation, as well as risk management specific service in the government, from the results of
to the business context. communication produced existing data and
Board Director It is a body that represents the interests of architectural GAPs regarding the application of
shareholders and is responsible to them for a electronic government in the government. The data
specific set of tasks, including defining the
company's strategy and corporate
obtained includes service data, SOPs, data and
philosophy, oversight of management, and information, business processes, applications,
the implementation of internal controls. infrastructure, security, governance, and management.
Project Manager A position on the company responsible for d) Forum Group Discussion: The group discussion forum
leading and developing projects from initial was carried out between stakeholders, namely OPD
concept to development, specifications, and
construction documents. and IT consultants, 2-way communication was carried
out to validate the data that had been obtained and
Developer The position in charge of designing a proposed. FGD is carried out 2 times during the project
products or services, usually in the form of
software,
period, first when finished recapturing existing data,
application, or website. and secondly after making proposals regarding service
data, SOPs, data and information, business processes,
IT Government Consultant as an analyst to input the data that
Consultant has been obtained after interviews with each
applications, infrastructure, security, governance, and
OPD, the consultant is also tasked with management.
making proposals for services, SOPs, data
and information, business processes, TABLE II. COMMUNICATION MANAGEMENT
applications, infrastructure, security,
governance, and management. Communication Methods Frequent Deliverables
Type
e-Government Project The position in charge of conducting project Weekly Report Online Once a Week MoM &
Analyst analysis, which includes several documents and Project Task Meeting Report
such as: business processes, data and Review Progress
information, e-government infrastructure, e-
government applications, and e-government Survey Online 2 Weeks Before Surveys
security to produce integrated e-government Surveys The Project Starts Answers
services Interview Online 2 Weeks Before Data
Meeting The Project Starts
Surveyors The position in charge of conducting a Forum Group Online After received Data
survey or collecting data that will be taken at Discussion Meeting existing data, and Validated
all predetermined agencies or OPDs made proposal
Internal User Users of the internal company consisting of
managers, leaders, as well as employees
interested in the company.
B. Stakeholder Mapping
Customer (Organisasi An organization or person who uses certain Every project have obstacles or problems, in this research
Perangkat Daerah(OPD)) services or products and makes payments for
the services or products used. the problems we face are stakeholders who have different
desires, stakeholder changes project requirements in the
Regulator Perform or implement a series of regulations middle of the project, the presence of stakeholders is
or arrangements that exist in an organization
or company. incomplete during meetings, differences of opinion between
stakeholders with each other, stakeholders are not open to
System Admin The position responsible for maintaining the share all information, miscommunication with stake holders,
existing network of a company.
lack of project team strategy to manage stakeholders, project
Helpdesk A responsible position to assist in answering team does not determine key stakeholders (priorities). From
customer questions of a technical nature. the problems we face, one solution is to create a stakeholder
map matrix.
Communication Management includes the processes TABLE III. STAKEHOLDER LEVEL PARAMETER
necessary to ensure timely and appropriate planning,
Power High Keep Satisfied Key Players
collection, manufacture, distribution, storage, retrieval,
control, management, monitoring, and final disposition of pr Low Minimal Effort Keep Informed
information. Communication Management on this project Low High
includes:
Level of Interest
a) Weekly Report and Project Task Review:
Communication management that has been
implemented in this project by conducting weekly
reports as progress that has been worked on in each job
role.

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 Table III is a stakeholder level parameters, here is the
explanation:
1) Key Players, for those who have a high level of
importance in business and have a large role in
decision making.
2) Keep Satisfied, for those who have a high level of
interest in business and high level of decision making.
3) Keep Informed, for those with a high level of
importance in business and a low level of decision
making, and
4) Minimal Effort, for those with a high level of
importance in business is low and the role is low in
decision making. Stakeholder Map Matrix which
serves to identify stakeholders in their involvement in
the architecture, influence on engagement, and key
questions, issues, or key issues to be addressed.
Stakeholder mapping is carried out on stakeholders in
the PT. XYZ. Stakeholder mapping based on position
and level of interest in the PT. The XYZ can be seen in
the table below.
TABLE IV. STAKEHOLDER MAPPING MATRIX
Stakeholders Key Concern
I&T A position in the company responsible for
Governance reviewing IT operations, proposals, and
Board projects to advise the CIO on demand
management, strategic alignment, value
delivery, policy/procedure development,
and per-business risk management.
Board It is a body that represents the interests of
Director shareholders and is responsible to them for
a specific set of tasks, including defining
the company's strategy and corporate
philosophy, oversight of management, and
the implementation of internal controls.
Project A position on the company responsible for
Manager leading and developing projects from initial
concept to development, specifications, and
construction documents.
Developer The position in charge of designing a
products or services, usually in the form of
software,
application, or website.
IT Consultant as an analyst to input the data
Government that has been obtained after interviews with
Consultant each OPD, the consultant is also tasked with
making proposals for services, SOPs, data
and information, business processes,
applications, infrastructure, security,
governance, and management.
e- The position in charge of conducting
Government project analysis, which includes several
Project documents such as: business processes, data
Analyst and information, e-government
infrastructure, e-government applications,
and e-government security to produce
integrated e-government services
Surveyors The position in charge of conducting a
survey or collecting data that will be taken
at all predetermined agencies or OPDs
Internal User Users of the internal company consisting of
managers, leaders, as well as employees
interested in the company.
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Customer An organization or person who uses certain Keep
(Organisasi services or products and makes payments Satisfied
Perangkat for the services or products used.
Daerah
(OPD))
Regulator Perform or implement a series of Keep
regulations or arrangements that exist in an Satisfied
organization or company.
System The position responsible for maintaining Minimal
Admin the existing network of a company. Effort
Helpdesk A responsible position to assist in Minimal
answering customer questions of a Effort
technical nature.
V. CONCLUSIONS
In summary, the significance of good stakeholder
management and communication management for project
success is underscored in the presented material. Stakeholder
management is the process of identifying and actively
involving people, organizations, or entities that possess the
ability to exert influence on the project. This process
encompasses the examination of expectations, the resolution
of challenges, and the sustenance of ongoing relationships in
order to get a comprehensive understanding of their
requirements. Additionally, communication management
Level
plans are of utmost importance in developing efficient
Key communication strategies among stakeholders, thus laying a
Player solid groundwork for the achievement of project objectives. In
the realm of e-government project consulting, it is important
to engage a wide range of stakeholders, such as IT Governance
Boards, Board Directors, Project Managers, Developers,
Key Consultants, and other relevant parties, in order to ensure a
Player smooth and efficient implementation of the project. In order
to guarantee alignment between project objectives and
stakeholder expectations, many effective communication
strategies are used, including the use of weekly reports,
surveys, interviews, and forum group discussions.
Key Stakeholder management is needed for developing
Player
management strategies. We use comparative method of case
studies so it can analyze how the influence of stakeholder
management and communication management plans in PT.
Keep
Informed XYZ. From the problems we face in PT. XYZ project, one of
the solutions is to create a stakeholder map matrix.
Stakeholder mapping based on position and level of interest in
Keep
the project PT. XYZ.
Informed Stakeholder mapping, as shown by the matrix, is an
essential technique for effectively resolving typical
difficulties encountered in stakeholder management. This
approach facilitates the classification of stakeholders
according to their degrees of interest and influence, so
Keep allowing project teams to customize their engagement tactics
Informed in a targeted and efficient manner. In conclusion, the effective
implementation of projects, especially those of a complex
nature such as e-government initiatives, necessitates the
adoption of a complete strategy that covers stakeholder
management and the implementation of clear communication
Keep standards. The identification of important stakeholders,
Informed comprehension of their problems, and establishment of
effective lines of communication are crucial elements in
Keep attaining project success.
Informed
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