JRSSEM 2023, Vol. 02, No. 9, 2051 – 2063

E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494

DOI : 10.59141/jrssem.v2i09.428 https://jrssem.publikasiindonesia.id/index.php/jrssem/index

IMPLEMENTATION OF "JAKARTA SMART CITY" IN ONE-

STOP SERVICE: DAILY NEED IN THE CITY SOUTH

JAKARTA?

Afika Sari Dewi

Bhakti Nur Avianto*

1,2

Fakultas Ilmu Sosial dan Ilmu Politik; Universitas Nasional, Indonesia

e-mail: afikasa[email protected]

, bh4kti.nur@gmail.com

*Correspondence: bh4kti.nur@gmail.com

Submitted

: January 21

2023

Revised

: March 09

2023

Accepted

: April 25

2023

Abstract: This paper aims to discuss the implementation of the “Jakarta Smart City” (JAKI)

application policy in the South Jakarta City area in 2020. And to find out more about the

implementation and the supporting and inhibiting factors for the JAKI application. This research

focuses on the implementation of the "JakLapor" feature found in the JAKI application. This study

uses four indicators obtained from George C. Edward III's policy implementation theory, namely

Communication, Resources, Disposition, and Bureaucratic Structure. This study uses a qualitative

approach, using primary and secondary data sources—obtained Primary data sources from

observations and interviews with informants—received from Secondary data sources from

document searches. The study results indicate that the JAKI application in South Jakarta City has

not utilized technology and communication to realize better public services. The use of Smart City

has also not succeeded in increasing public and government participation in using application data,

providing input and criticism of the implementation of public services. Furthermore, the JAKI

application also has to support inhibiting factors in its application. However, there are also

challenges in implementing Smart Cities in Indonesia, such as inadequate infrastructure, data

security problems, and limited access to technology for people in rural areas. Therefore, there

is a need for collaboration between the government, private sector, and society to overcome

these challenges and ensure the implementation of a sustainable and inclusive Smart City in

Indonesia.

Keywords: Implementation; Jakarta Smart City; Technology; Public Service.

Afika Sari Dewi

Bhakti Nur Avianto

| 2052

INTRODUCTION

The nature of public services is a series

of activities to fulfill service needs aimed at

every citizen and resident of goods,

services, and administrative services

provided by public service providers. The

obligation of public bodies to optimize the

implementation of public services is by

providing activities, facilities, infrastructure,

and public service facilities carried out by

the government (Al-Hader, 2021); (Yang et

al., 2020); (Alamsyah et al., 2016) They

supported the creation of an adequate and

quality service climate following the

principles and standards of public service

delivery carried out by public agencies as

stated in Law Number 14 of 2008 Article 13.

To realize fast, precise, and straightforward

services, every Public Agency must: a)

appoint an Information Management and

Documentation Officer; and b) Create and

develop a system for providing information

services quickly, efficiently, and fairly under

the technical guidelines for the nationally

applicable Public Information service

standards.

Public efforts are needed by the

government so that an adequate and

quality service climate can occur. The

government's efforts to provide services

based on good and quality public

information disclosure can be carried out

through ICT (Information and

Communication Technologies) innovations

as the demands of the changing era of

globalization have entered the industrial

revolution 4.0. The Presidential Regulation

supports this on the Electronic-Based

Government System (SPBE), namely the

administration of government by utilizing

ICT to provide services to government

agencies, state civil servants,

businesspeople, the community, and other

parties. This electronic-based system is also

known as e-government (Stübinger &

Schneider, 2020); (Wu et al., 2020); (Appio

et al., 2019).

E-government increases collaboration

between government affairs and tasks to

achieve common goals. And improve the

quality and reach of public services to the

broader community and reduce the level of

abuse of authority in the form of collusion,

corruption, and nepotism by implementing

a surveillance system and electronic-based

public complaints (Najjar et al., 2021);

(Picioroagă et al., 2018); (Shamsuddin &

Srinivasan, 2021); (Kencono & Iqbal, 2021).

Through the development of e-

government, management systems, and

work processes are arranged in the

government environment by optimizing

the use of information technology. In line

with the development of the e-government

concept, to increase the disclosure of

information to the public and services to

the public, the DKI Jakarta government

issued an electronic-based policy, namely

Jakarta is now directly integrated with the

Jakarta Smart City or JAKI.

The JAKI is an application launched by

the DKI Jakarta Provincial Government that

functions as a center for information and

community services in Jakarta. JAKI is

targeted to be a one-stop service

application where the people of DKI Jakarta

can easily access official information and

service centers. With the JAKI application,

the public can also participate in the

welfare of the City of Jakarta (Samudra,

2020). JAKI itself is also a portal for

2053 | Implementation of "Jakarta Smart City" In One-Stop-Service: Daily Need In The City

South Jakarta?

integrating various public services in

Jakarta by providing people with a new

space to report city problems and the first

city-based application developed by the

Jakarta Smart City Management Unit. The

main features in the JAKI application

include Jakarta, JakRespons, JakPangan,

JakPantau, JakSiaga, LaporVideo, JakWifi,

JakAman, JakSekolahmu, JakISPU,

JakSurvei, JakApps, JakCo, and JakCLM/

JakCorona. In addition to the main features,

several other supporting features are

connected to several websites to make it

easier for the people of DKI Jakarta to get

information or services, these features:

PTSP, PPID, the official website of the DKI

Jakarta Provincial Government,

Musrenbang, APBD, JakPreneur, Flood

Monitor, Traffic, Bus Jackets, Portal Jakarta

Responding to Covid-19.

The JAKI application is a complete

application presented by the DKI Jakarta

Provincial Government because many

features are utilized. Its application, it turns

out that the people do not widely know the

JAKI application itself of DKI Jakarta. The

Jakarta application is now available and can

be downloaded on the Google Play Store

and Apple Store. If added together, the

total number of people who have

downloaded this application is more than

500,000 users in these two applications

(Data from Department of Population and

Civil Registration-Jakarta.go.id). The total

population of DKI Jakarta in 2019 reached

11,063,324 people. This data indicates that

not half of the people of Jakarta have

downloaded or used the JAKI application.

In addition, in the reviews contained in the

Play Store and App Store, many people

complain about this application even

though the JAKI application itself has a

rating of 4.2 in the play store.

These complaints can be seen on the

review page contained in the play store,

while the complaints include: The lack of

clarity in the assessment indicators in the

JakCLM feature because several users get

the same average score of 38%, which

indicates that they are not safe to travel.

Response and follow-up after reporting in

dealing with problems seem careless and

not optimal and even seem slow. Data

security in the JAKI application is a

dissertation with our identity and personal

email address, and cellphone number in

this application (Chang et al., 2021); (Evans

et al., 2019). The user's concern is whether

our data will be guaranteed safe and there

will be no data leakage. In addition, public

complaints that arise are a) There is much

illegal parking, and a slum environment; b)

places to eat that do not enforce eating in

place during the strict Health Protocol

(Prokes); c) Restaurants that do not apply

Prokes rules; d) Damaged roads; e)

Unavailability of public facilities; f) Green

parks; g) accessibility for the disabled.

The lack of socialization in the JAKI

application in South Jakarta, another

problem that the author encountered was

the unsatisfied response of the people of

Pesanggrahan District to officers' actions in

handling reports. In reporting on the

"JakRespons" feature, the author found that

many communities still give a one-star

assessment of the problem's follow-up.

One star itself means that the reporting

community is not satisfied with the

government's handling. Due to several

reasons, including follow-up photos that

do not match the reported location, and

Afika Sari Dewi

Bhakti Nur Avianto

| 2054

late and not optimal handling. In addition

to the handling that is not optimal, other

complaints are from the attitude of the

officers when handling reports. The

community feels that the officers'

perspective is not good and is not firm with

the violators.

The demands for administrative reform

still exist. Even though eight years have

passed, the various opportunities that exist

are calculated to create a condition where

the life of the nation and state becomes

better. All elements of government have

agreed to improve requirements of the past

that were lacking not happen again.

Therefore, since this problem, terms such as

e-government and good governance have

emerged. This term appears to embody a

better front. Definition of e-government is

defined as a collection of concepts for all

actions in the public sector (both at the

central and local government levels)

involving information and communication

technology in optimizing efficient,

transparent, and effective public service

processes (Ullah et al., 2021); (David &

McNutt, 2019). e-government directs all

government agencies to use information

technology (such as WAN, internet, and

mobile computing) to change relationships

with citizens, businesses, and government-

related parties.

A smart city, or smart city, is a concept

of developing, implementing, and

implementing technology applied to an

area (primarily urban areas) as a complex

interaction between the various systems.

The word city refers to the city as the center

of a country or region, where all the centers

of life are located (government, trade,

education, health, and defense. The

population in cities is relatively more than

in other areas (e.g., villages/sub-cities).

Cities are an attraction In Indonesia itself;

urbanization refers to moving people from

villages to cities to earn a living or

education. E-government is also regulated

in Presidential Regulation Number 95 of

2018 concerning Electronic-Based

Government Systems. In Presidential

Regulation, Number 95 of 2018, Article 1

explains that the Electronic-Based

Government System, in the future

abbreviated as SPBE, is a government

administration that utilizes information and

communication technology to provide

services to SPBE Users.

The utilization of E-Government can

encourage and realize an open,

participatory, innovative, and accountable

government. Smart City is also defined as a

city that can use human resources, social

capital, and modern telecommunications

infrastructure to realize sustainable

economic growth and high quality of life,

with wise resource management through

community-based government

participation (Wu et al., 2020); (Yang et al.,

2020); (David & McNutt, 2019). Smart City

equates to a broad, integrated approach to

increasing a city's operating efficiency,

improving the quality of life of its residents,

and growing the local economy. Smart

Cities defines by weighting environmental

aspects into Smart Cities use ICT

intelligently and efficiently in using various

resources. Resulting in cost and energy

savings, improving services and quality of

life, and reducing environmental footprints,

all supporting innovation and an

environmentally friendly economy

(Pacheco Rocha et al., 2022); (Kencono &

2055 | Implementation of "Jakarta Smart City" In One-Stop-Service: Daily Need In The City

South Jakarta?

Iqbal, 2021).

Smart JAKI Indonesia is a Smart City

program implemented in the City of Jakarta

to improve the quality of life of citizens and

the efficiency of public services through the

application of information and

communication technology (ICT). Various

ICT innovations have been implemented in

the Smart JAKI Indonesia program, such as

transportation management systems,

parking management systems, public

service applications, and waste

management systems.

A study (Widiachristy & Rachmanto,

2021) shows that the Smart JAKI Indonesia

program has had a positive impact on the

quality of life of Jakarta residents. Through

public service applications, citizens can

easily report various city problems such as

damage to roads, public facilities, and the

environment. This can speed up the

response from the government and

improve the quality of public services.

In addition, the Smart JAKI Indonesia

program has also brought positive changes

in transportation management in Jakarta.

According to a study by (Firman et al.,

2022), the transportation management

system implemented in Jakarta has

improved transportation efficiency and

reduced congestion in the city. The parking

management system has also helped

optimize the use of parking spaces in

Jakarta, thereby reducing congestion and

pollution.

However, there are also challenges in

the implementation of the Smart JAKI

Indonesia program. A study (Nugraha,

2020) shows that the main challenge is the

lack of community involvement in Smart

City programs. The lack of digital literacy

and limited access to technology in some

regions are also obstacles to implementing

the Smart City program in Jakarta.

The stages of development of

eGovernment implementation in Indonesia

have been divided into four: 1) Web

Presence, namely bringing up regional

websites on the internet. At this stage, the

government website will display the basic

information needed by the community's

needs; 2) Interaction, a regional web that

provides interaction facilities between the

community and the Regional Government.

At this stage, the government website

displays more varied information, such as

the availability of download facilities and

communication via email; 3) Transaction is

a regional web that is equipped with the

existence of public service transaction

facilities from the government in addition

to the presence of interaction facilities; 4)

Transformation, namely, government

services are increased in an integrated

manner. JAKI is an e-government product

released by the government in November

2019. JAKI is an application made by Jakarta

Smart City, a management unit under the

DKI Jakarta Provincial Government of

Communication, Information, and

Statistics.

JAKI application is supported by

Regional Regulation Number 1 of 2018

regarding the 2017-2022 DKI Jakarta

Provincial RPJMD. Namely, in the Regional

Regulation, it is explained that DKI Jakarta

builds a clean, modern, and serving

government based on transparency,

accountability, and exemplary by

optimizing public involvement and the use

of technology (Smart City). JAKI makes it

easy for the public to access various official

Afika Sari Dewi

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| 2056

information and various public services

from the DKI Jakarta Provincial Government

with only one application. Through JAKI,

the public can access official information

about Jakarta directly from Regional

Apparatus Organizations (OPD) and

Regional Owned Enterprises (BUMD). JAKI

is also a portal for integrating various

public services in Jakarta, providing a new

space for reporting city problems and the

first city-based application developed by

the Jakarta Smart City Management Unit.

JAKI makes it easy for the public to access

various official information and various

public services from the DKI Jakarta

Provincial Government with only one

application. In addition to improving

services to the people of DKI Jakarta, JAKI

is also a form of developing Jakarta's smart

city. In essence, a smart city utilizes

technology to maximize public services and

data-based decision-making so that

policies issued will be more effective and

efficient. Therefore, many cities worldwide,

especially those that develop the concept

of smart cities, use technology to bring

government as close as the tap of a

smartphone screen.

A study (Syalianda & Kusumastuti,

2021) also shows that JAKI Indonesia's

Smart program can help improve waste

management in Jakarta. Through the waste

management system implemented in

Jakarta, waste can be managed more

effectively and efficiently, thereby reducing

the negative impact of waste on the

environment and public health.

In addition, the Smart JAKI Indonesia

program has also had a positive impact on

the tourism sector in Jakarta. According to

a study by Astuti et al. (2020), the Smart

Tourism application implemented in Jakarta

has helped improve the accessibility and

experience of tourists in Jakarta. Tourists

can easily find information about tourist

attractions, accommodations, and

transportation in Jakarta through this

application.

However, a study by Satispi &

Mufidayati (2019) shows that there are still

some obstacles to implementing the Smart

JAKI Indonesia program, such as data

security problems and a lack of integration

between different systems in the Smart City

program. Therefore, efforts are needed to

overcome these challenges and improve

the integration between systems in the

Smart City program.

Overall, the Smart JAKI Indonesia

program has brought many benefits to

Jakarta, such as improving the quality of

life, efficiency of public services, and

reducing negative environmental impacts.

However, there are still challenges in

implementing the Smart City program in

Jakarta that need to be overcome, such as

a lack of community involvement and data

security issues. Therefore, there is a need

for collaboration between the government,

the private sector, and the community to

ensure the implementation of a sustainable

and inclusive Smart City program in Jakarta.

MATERIALS AND METHODS

This study uses a qualitative approach.

In research, a qualitative approach is used

to describe the findings for analysis with an

inductive approach to the process, and

meaning (informant perspective) is more

highlighted in qualitative research. This

study uses a qualitative approach because

2057 | Implementation of "Jakarta Smart City" In One-Stop-Service: Daily Need In The City

South Jakarta?

the phenomenon under study requires in-

depth description and analysis. It is hoped

that various answers can be found in the

research and reveal actual events in the

field.

Qualitative research methods are used

to examine the condition of natural objects.

(Sugiyono, 2018), where the researcher is

the key instrument, data collection

techniques are carried out by triangulation

(combined), data analysis is inductive, and

data analysis inductive research results

emphasize the meaning than

generalizations.

The informant determination technique

carried out by the author in this study was

a purposive sampling technique. The

purposive sampling technique is a

sampling technique of data sources with

specific considerations determined based

on the research objectives. The informants

in this study consisted of 5 implementers of

the JAKI application policy and 154

application users in South Jakarta who had

used the JAKI application or did not know

the JAKI application. The data collection

technique is how the author collects data

for research needs following the existing

problems. The data collection techniques

that the author did in this study were

interviews. The respondent must be

answering about the indicator of JAKI, and

then the question flexibly develops

conversation.

According to Sugiyono (2018), data

analysis starts from formulating and

explaining the problem before going into

the field and continues until the writing of

research results. Data analysis

systematically searches and compiles data

obtained from interviews, field notes, and

other materials to be easily understood and

findings informed (Sugiyono, 2018)

RESULTS AND DISCUSSION)

Jakarta Smart City Lounge is a place

provided by the DKI Jakarta Provincial

Government as a creative space to support

the implementation of Jakarta Smart City.

Jakarta Smart City Lounge is in DKI Jakarta

City Hall Building on Block B 3rd Floor,

Central Jakarta, reported on Jakarta Smart

City's official website. The JSC Lounge is

equipped with monitoring equipped with a

hyper wall – a large LED screen–to display a

variety of information integrated with the

Jakarta Smart City.

The DKI Jakarta Provincial Government

is trying to develop an ICT called Jakarta

now or JAKI, which all DKI Jakarta residents

can download on the Play Store and Apple

Store. The JAKI application is an application

that is targeted to be a one-stop-service

application where all DKI Jakarta residents

can access information centers or get

official services quickly through their

smartphones with just one application. The

public must know policies issued by the

government to be assessed together on

how they are implemented. Therefore, JAKI

application to all the people of DKI Jakarta.

But People's ignorance of using JAKI will

hinder the success of JAKI.

Graph.1: Diagram of Public Knowledge of

the JAKI Application, 2022

Afika Sari Dewi

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Graph 1 shows that of the 154

application users who do not know about

JAKI, it is 57.1%, while those who know

about the JAKI application 42.9%. This

shows that the low use of the JAKI

application is due to public ignorance in

using the JAKI application. Results of

interviews with product analyst officers: The

social media used by the DKI Provincial

Government, especially Twitter, has often

posted and promoted the Jaki application,

especially "JakLapor" and "JakRespons"

because Twitter is also an official complaint

channel. In addition, the social media "JSC

lounge" has also been maximized to

promote and inform the public regarding

the Jaki application, but it cannot be denied

that the people of DKI Jakarta are as active

in accessing social media. Therefore, JSC

has a product trainer division, their job is to

socialize JAKI to the village and sub-district

parties regarding the new application and

what are the features of JAKI.

Graph.2: Respondents' attitude towards

the benefits of JAKI, 2020

The JSC did not only socialize in one

direction through social media but also

went directly to the field through regional

officials to be conveyed back to the

community. Based on the research findings,

shows that the process of policy

communication that occurs between public

bodies such as DKI Jakarta Provincial

Government, Jakarta Smart City, to sub-

districts, has been implemented. However,

the implementation of the JAKI application

is not communicated between the

government and the community. Policy

communication that is only carried out

between policymakers and implementers

makes the information in the form of

socialization not conveyed to the public.

Disposition is one aspect that

determines the success of policy

implementation. According to George C.

Edward III, Disposition is an attitude or

characteristic possessed by the

implementor. If the implementor has a

good disposition, he will be able to carry

out the policy well. Disposition in this study

is interpreted by looking at the attitude of

the Pesanggrahan District in following up

on complaints or complaints. Reports in the

JakLapor feature in the JAKI application.

The attitude given by the implementing

party in following up on the information

must be accompanied by an exemplary

commitment. The officers should also

provide a good impression in providing

services to the community.

So that people are satisfied with the

services provided by the officers. However,

in practice, the service delivery was not

optimal according to the Pesanggrahan

District community, who had made a

complaint report in JakLapor. In Graph 2,

the attitude of the officers has been good.

But the response in following up on the

message has not been maximized. This

indicator is shown by the government's

extended response in solving problems,

careless handling, and even just an appeal.

The officer feels the cause is public

awareness is still lacking in sorting out the

urgency of reporting so the attitude of

officers in following up reports is

considered unsatisfactory for residents.

From the research findings, it can be

78%

17%

Does responden need the JAKI?

Mostly Didn't / no need Not Know

2059 | Implementation of "Jakarta Smart City" In One-Stop-Service: Daily Need In The City

South Jakarta?

concluded that the response and attitude

of Pesanggrahan District officers do not yet

commit and show a good attitude.

Policies require conducive cooperation

between employees. When the

bureaucratic structure is not conducive to

the available procedures, it can cause

resources to become ineffective and

unmotivated, hindering the

implementation of policies. Jakarta Smart

City officers admit that their bureaucratic

mechanism is not complicated so that the

implementing party or officers can

immediately follow up on incoming

reports. The bureaucracy of the follow-up

action is not complicated. So that sub-

district employees can directly handle

messages without having to wait for

confirmation in advance and can work now

with or contact the Sub-Department. If the

sub-district or village can no longer govern

the weight of the information. The working

mechanism established by the manager for

implementing a policy requires a Standard

Operating Procedure used to regulate the

flow of work, especially if the program's

implementation involves more than one

institution. The implementing party has an

SOP for handling reports in implementing

the JAKI application, especially the JakLapor

feature (Shihab & Hidayanto, 2021); (Reza

& Azmi, 2021); (Ardianto & Nuryakin,

2021).

The research findings show that the

bureaucracy in handling complaints in the

JakLapor part is not complicated. The use

of the JAKI application makes it easier for

the public to process reports and

complaints. Therefore, the bureaucratic

structure in the application of services in

the JAKI application is running well.

However, the JAKI application has factors

that hinder its implementation. Impeding

factors for implementation can cause a

policy not to work correctly. The inhibiting

factors need to be corrected by the DKI

Jakarta Provincial Government to improve

procedures. Three factors hinder the

implementation of the JAKI application,

including:

The socialization that the sub-district

and sub-district of Pesanggrahan should

carry out is an obstacle to the

implementation of JAKI. The lack of

socialization causes people to not know

about the JAKI application. The geo-

tagging system also can become an

inhibiting factor for officers who handle

complaints reports in the JAKI application.

There are indications of problems from the

public's ignorance of the existence of a

geo-tagging system which causes

complaint reports not to be tracked

correctly with the coordinates of the

location of the problem. Bugs in the

application system and slow CRM

notifications are often complained about

by the public. Public complaints against the

JAKI application system can be seen in the

low user experience value. The slow

notification of CRM can cause complaint

reports not to be followed up immediately.

Here are some possible weaknesses

that can occur in the Jakarta Smart City

application:

Infrastructure Limitations: Jakarta

Smart City application requires adequate

infrastructure to function properly, such as

a fast and stable internet network.

However, infrastructure availability in

certain regions may be inadequate, which

can hinder application accessibility and

performance.

Reliance on Technology: Jakarta Smart

City applications rely heavily on technology,

such as IoT sensors and data processing

systems. If there is a failure in the

technology, such as damage to the sensor

Afika Sari Dewi

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| 2060

or damaged software, then the Jakarta

Smart City application will not be able to

function properly.

Data Limitations: Jakarta Smart City

application requires accurate and up-to-

date data to provide useful information to

its users. However, limitations in data

collection, processing, and storage can

reduce the quality of information provided

by applications.

Privacy Concerns: Jakarta Smart City

app collects personal information from

users, such as location and preferences. If

the information is not processed properly

and stored securely, then the information

can be misused and threaten user privacy.

Digital Divide: Jakarta Smart City

applications can experience a digital divide

among users, especially those who do not

have access to or the ability to use digital

technology. This can exacerbate social and

economic inequalities in society.

Limited Accessibility: The Jakarta Smart

City app may not be accessible to everyone

due to factors such as limited internet

access, lack of technology skills, and

inability to read or write. Therefore, such

applications may not be effective in

reaching all groups in society.

However, keep in mind that the

weaknesses of the Jakarta Smart City

application can be overcome by improving

infrastructure, improving data quality, and

strengthening security and privacy. In

addition, training and education on digital

technology can also help reduce the digital

divide and improve accessibility.

Smart City is a city development

concept that integrates information and

communication technology (ICT) to

improve the quality of life of residents,

efficiency of public services, and

sustainable development. Indonesia as a

developing country has adopted the Smart

City concept and began to apply it in

several big cities such as Jakarta, Surabaya,

Bandung, and others. More efficient and

effective public services. Smart City can

help improve public services by providing

easy and fast access to information for

citizens through digital platforms. For

example, public service applications allow

citizens to report environmental,

infrastructure, and healthcare issues quickly

and easily.

Increased security and safety. Smart

cities can improve people's security and

safety by integrating technologies such as

CCTV, sensors, and entrance security

systems. This can help prevent crime, traffic

accidents, and fires. But the reduction of

operational costs. Smart cities can help

reduce government operational costs by

optimizing resource and energy use. For

example, the use of energy-efficient

streetlights, or efficient waste management

systems.

Improve environmental quality. Smart

cities can help improve environmental

quality by optimizing the use of natural

resources and reducing pollution. For

example, the use of renewable energy and

environmentally friendly transportation

systems. Increased transport efficiency.

Smart cities can help improve

transportation efficiency by optimizing

road use, introducing more efficient public

transportation, and increasing the use of

alternative transportation such as bicycles

and walking. By utilizing Smart City,

Indonesia can improve the quality of life of

citizens, increase the productivity and

efficiency of public services, and contribute

to sustainable development.

CONCLUSIONS

2061 | Implementation of "Jakarta Smart City" In One-Stop-Service: Daily Need In The City

South Jakarta?

In recent years, Indonesia has adopted

the Smart City concept as an effort to

improve people's quality of life, efficiency of

public services, and sustainable

development. Through the integration of

information and communication

technology (ICT), Smart City has brought

benefits to the people of Indonesia, such as

more efficient public services, increased

security, and safety, reduced operational

costs, improved environmental quality, and

improved transportation efficiency.

However, there are also challenges in

implementing Smart Cities in Indonesia,

such as inadequate infrastructure, data

security problems, and limited access to

technology for people in rural areas.

Therefore, there is a need for collaboration

between the government, private sector,

and society to overcome these challenges

and ensure the implementation of a

sustainable and inclusive Smart City in

Indonesia.

Implementation of "JAKI as One-Stop-

Service" based on the Communication

Aspect is considered not to meet the

indicators of the daily needs of the urban

community of South Jakarta City. Because

user still 57.1% of the public who do not

know the JAKI application. Then there is no

socialization carried out by the district as

evidenced by primary data. Information

resources still do not meet the indicators of

IT-based work requirements both in

quantity and quality. WFO and WFH even

constrain them due to implementing the

PSBB (Social Distancing) policy in DKI

Jakarta. Disposition is considered not

optimal, and this is because officers from

Pesanggrahan District do not yet have a

good commitment attitude in following up

on community reports and the response of

officers in following up reports. The

bureaucratic structure has been formed to

be uncomplicated so that pieces of

complaints public directly followed up. In

addition, the availability of Standard

Operating Procedures (SOP) regulates the

flow of work so that the follow-up of

problems is directed. Furthermore, the JAKI

application also has to support inhibiting

factors in its application. These supportive

factors include a geo-tagging system in the

JAKI application and the availability of full

features. Meanwhile, the inhibiting factors

are lack of socialization, geo-tagging

system, and applications like bugs and slow

CRM notifications.

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