Electronic Citizen Relationship Management (e-CiRM) Modeling towards Serang as a Smart City

Following the rapid advancement of Information Communication Technology (ICT), the lifestyle of citizens has also changed. Various applications are present at your fingertips through your device. In turn, the digital era also affects the relationship between the government and citizens. The government is required to be able to keep up with the times. The use of information technology for mobile government is something that cannot be negotiated. The use of ICT in government is a necessity, one of which is for interactive communication with citizens. Adaptation of the bureaucracy to technology, mobile apps for urban public services is one indicator of an ongoing evolution, namely smart government. With the spirit of a smart city, Citizen Relationship Management (C iRM) is expected to accommodate several changes related to bureaucratic work patterns in following up on citizen complaint reports. This study tries to create an Electronic Citizen Relationship Management (e-CiRM) model for the city of Serang. The existing model in e-CiRM will assist the government in implementing good relationship management with citizens so as to increase citizen satisfaction with the city government of Serang. System modeling uses the Zachman framework (Zachman Frameworks) in order to obtain a complete and comprehensive picture. The results of the model developed in this study are expected to increase citizen satisfaction with the city government of Serang in an effort to realize the city of Serang as a smart city.