TY - GEN
T1 - Investigation of Important Knowledge Management Mechanism and Technology for Citizen Relation Management Enhancement using Contingency View of Knowledge Management
AU - Farabi, Muhamad Yasil
AU - Tahitoe, Andita Dwiyoga
AU - Sensuse, Dana Indra
AU - Lusa, Sofian
AU - Elisabeth, Damayanti
AU - Safitri, Nadya
N1 - Publisher Copyright:
© 2020 IEEE.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020/9/15
Y1 - 2020/9/15
N2 - The implementation of large-scale social restrictions (PSBB) adds to labor problems in Jakarta. This can be seen from the increase in the number of complaints reported in the Jakarta Special Capital Region Department of Manpower, Transmigration and Energy (DTKTE)'s Citizen Relation Management (CRM) almost ten times from 38 complaint reports in February 2020 to 370 complaint reports in March 2020. The limited number of functional labor inspectors that exist makes DTKTE assign tasks to employees who are not in their fields to make PSBB successful. Instructions for applying to work from home (WFH) further limit the collaboration between employees. The government is forced to seek new ways to deliver its public service to the citizens. Knowledge Management (KM) can help an organization improve its service and respond to their customer faster. KM is needed in two aspects to respond to the limitations because of the pandemic, such as to respond to customer and to help employees know how to undertake their jobs. KM can help collaboration better in the response of WFH. This study conducted to enhance the CRM service in DTKTE by improving the KM processes. This study used a quantitative and qualitative description approach methodology. The Becerra-Fernandez Sabherwal KM contingency view approach was used because it recommends the KM solutions by considering existing conditions in the organization to determine the most beneficial KM solutions to be applied based on the conditions. The results were socialization and externalization as the main priority of KM processes to be optimized using employee rotation across departments and cooperative projects for the KM mechanisms, and electronic discussion group, expert system, best practices, and lessons learned databases for the KM technologies. So, by enhancing CRM service with improving KM processes, DTKTE's echelon's KPI can be achieved without any delay in the service.
AB - The implementation of large-scale social restrictions (PSBB) adds to labor problems in Jakarta. This can be seen from the increase in the number of complaints reported in the Jakarta Special Capital Region Department of Manpower, Transmigration and Energy (DTKTE)'s Citizen Relation Management (CRM) almost ten times from 38 complaint reports in February 2020 to 370 complaint reports in March 2020. The limited number of functional labor inspectors that exist makes DTKTE assign tasks to employees who are not in their fields to make PSBB successful. Instructions for applying to work from home (WFH) further limit the collaboration between employees. The government is forced to seek new ways to deliver its public service to the citizens. Knowledge Management (KM) can help an organization improve its service and respond to their customer faster. KM is needed in two aspects to respond to the limitations because of the pandemic, such as to respond to customer and to help employees know how to undertake their jobs. KM can help collaboration better in the response of WFH. This study conducted to enhance the CRM service in DTKTE by improving the KM processes. This study used a quantitative and qualitative description approach methodology. The Becerra-Fernandez Sabherwal KM contingency view approach was used because it recommends the KM solutions by considering existing conditions in the organization to determine the most beneficial KM solutions to be applied based on the conditions. The results were socialization and externalization as the main priority of KM processes to be optimized using employee rotation across departments and cooperative projects for the KM mechanisms, and electronic discussion group, expert system, best practices, and lessons learned databases for the KM technologies. So, by enhancing CRM service with improving KM processes, DTKTE's echelon's KPI can be achieved without any delay in the service.
KW - citizen relation management
KW - e-government
KW - government
KW - knowledge management process
KW - public service
UR - http://www.scopus.com/inward/record.url?scp=85098938373&partnerID=8YFLogxK
U2 - 10.1109/IC2IE50715.2020.9274676
DO - 10.1109/IC2IE50715.2020.9274676
M3 - Conference contribution
AN - SCOPUS:85098938373
T3 - 2020 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
SP - 274
EP - 279
BT - 2020 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
A2 - Hermawan, Indra
A2 - Rasyidin, Muhammad Yusuf Bagus
A2 - Huzaifa, Malisa
A2 - Ermis Ismail, Iklima
A2 - Muharram, Asep Taufik
A2 - Mardiyono, Anggi
A2 - Marcheeta, Noorlela
A2 - Kurniawati, Dewi
A2 - Yuly, Ade Rahma
A2 - Suhanda, Ariawan Andi
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
Y2 - 15 September 2020 through 16 September 2020
ER -