Elemen-Elemen Sukses Pengembangan Electronic Government melalui Layanan Pengaduan Medan Rumah Kita (MRK) di Kota Medan

Abstract

The Medan Rumah Kita Complaint Service (MRK) is a form of service that is motivated by the limited access of the Medan City Community in submitting complaints and problems in Medan City. MRK services are implemented with the aim of providing efficient, effective, and transparent public services and involving the community in solving various problems. However, the government's commitment has not been maximized in providing services through MRK Services so that the community has not experienced significant benefits. This shows that there are obstacles in the realization of the development of MRK Services. This study aims to describe and examine the realization of the successful elements of the development of Electronic Government (e-Government) through the Medan Rumah Kita Complaint Service (MRK) in Medan City. The research method used in this research is descriptive research with a qualitative approach. Data was collected by using interview, observation, documentation, and library techniques. The data were analyzed qualitatively with indicators proposed by JFK Harvard School of Government, including: support (government support), capacity (government capacity), and value (benefits for the community). The results of the study show that government support is well realized through the power of regulation that regulates MRK services from the center to the regions. Then, on the capacity indicator, the government is able to provide adequate financial, infrastructure and human resources. Then, on the value indicator, the public can freely interact with the government without having to go to the relevant agency and wait a long time. However, it is necessary to improve the service of the MRK Service so that it is responsive in serving the community and provides a clear guarantee of time in resolving complaints. In addition, face-to-face and consistent socialization is needed so that people are motivated to use MRK services. In addition, MRK Operators should be given regular training every year. Finally, it is better if the MRK Service is integrated with other services and the features displayed are more complete so that the MRK Service is able to provide comfort when using it. Thus, the various obstacles described must be addressed to realize a Smart City.