Transformasi pelayanan publik melalui portal Pemerintah Daerah Provinsi DIY dengan pendekatan citizen centric
EGARAVANDA, Sayuri, Prof. Dr. Achmad Djuaedy, MUP
2008 | Tesis | S2 Magister Teknologi InformasiPortal pemerintah provinsi DIY sebagai media penyampai informasi dan penyedia layanan dipandang masih belum maksimal dalam membantu mayarakat untuk mendapatkan layanan dari pemerintah sesuai dengan yang diharapkan. Penyajian informasi yang didasarkan pada sudut pandang pemerintah (government centric) menimbulkan kesulitan bagi masyarakat untuk mendapatkan layanan yang cepat dan sesuai dengan kebutuhan. Untuk itu dilakukan perubahan pendekatan layanan dari government centric menjadi citizen centric. Penelitian ini menjelaskan perubahan pendekatan layanan didasarkan pada hasil evaluasi existing website.. Di bagian pembahasan dimuat beberapa studi kasus dari negara Singapura, Philipina dan India yang telah menerapkan model portal citizen centric. Berdasarkan masukan studi Best Practices dirancang sebuah model portal citizen centric. Untuk mendapatkan masukan terkait model diadakan Focus Group Discussion (FGD) sebanyak tiga kali yang dihadiri wakil dari akademisi, warga Jogja, Pengunjung Jogja, pelaku bisnis dan pemerintah Jogja. Hasil dari FGD berupa model portal pemerintah DIY dengan pendekatan citizen centric kemudian dijadikan bahan rekomendasi kepada pemerintah provinsi DIY untuk melakukan perubahan pendekatan model layanan portal menjadi citizen centric.
The government web portal of DIY province which is a media to deliver information and services was considered less successful in serving its purpose in assisting its citizen to acquire government services as expected. Information presentation which was based on government centric perspective caused difficulties for citizen in achieving responsive and as needed services. Therefore the approach of services should be transformed from government centric into citizen centric. This research explains the changes of services based on existing website evaluation. Along in the discussion section also explained several case studies from \countries which has applid the model of citizen centric portal, which is Singapore, Phillipine and India. Based on the recommendation from Best Practices study, a model of citizen centric portal was designed. Focus Group Discussion (FGD) was initiated in order to collect recommendations regarding the model, with participants from representatives of the academician, citizen of Jogja, visitor of Jogja, business practicioners and government of Jogja. FGD resulted a model of DIY province government portal with citizen centric approach, which futhermore will be delivered as recommendation to the government of DIY province to change the portal service approach into citizen centric.
Kata Kunci : Portal,Goverment centris,Citizen centric,Transformasi,Best practices,Focus group discussion,Model, Portal, Government Centric, Citizen Centric,Transformation, Best Practices, Focus Group Discussion, Model
