@inproceedings{9098912b25934ba4bdcf84168874865f,
title = "Modern Communities Still Prioritize Face-to-Face Communication",
abstract = "DKI Jakarta Provincial Government has implemented Citizen Relationship Management in the form of Jakarta Smart City. There are 8 channels provided as a door or ways to submit complaints, of which 7 doors use Information and Communication Technology and 1 door of offline. Until now there has no evaluation of an offline channel, even though this channel requires personnel who must work full time on every Saturday. The data collection method for this research was an interview with 250 DKI Jakarta residents using a questionnaire with semi-closed questions. The result of this study indicates that the most widely used canals of DKI Jakarta residents in channeling complaints are offline channels that are conducted by face-to-face. While information about programs in the DKI Jakarta Provincial Government that is most influential is information from relatives or closest people that is usually done face to face.",
keywords = "Citizen Relationship Management, Complaints, E-government, Jakarta Smart City",
author = "Achsan, {Harry T.Yani} and Heru Suhartanto and Wibowo, {Wahyu Catur} and Purnama, {Diki Gita} and Nindyati, {Ayu Dwi}",
year = "2019",
month = nov,
doi = "10.1109/ICISS48059.2019.8969802",
language = "English",
series = "Proceeding - 2019 International Conference on ICT for Smart Society: Innovation and Transformation Toward Smart Region, ICISS 2019",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
editor = "Supangkat, {Suhono Harso} and Jaka Sembiring and Arman, {Arry Akhmad} and Nugraha, {IGB. Baskara} and Yoanes Bandung",
booktitle = "Proceeding - 2019 International Conference on ICT for Smart Society",
address = "United States",
note = "10th International Conference on ICT for Smart Society, ICISS 2019 ; Conference date: 19-11-2019 Through 20-11-2019",
}
