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Ria Ariany
Departemen Admisnistrasi Publik, Fakultas Ilmu Sosial Dan Ilmu Politik, Universitas Andalas,
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Medicine & Pharmacology Public Health Social Sciences Transportation Other

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Journal : Qawwam

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DIGITAL TRANSFORMATION OF PUBLIC SERVICES IN ORDER TO INCREASE CITIZEN ENGAGEMENT: A PUBLIC ADMINISTRATION THEORY APPROACH TO THE EFFECTIVENESS OF POLICE CALL CENTERS IN THE ERA OF INDUSTRIAL REVOLUTION 4.0 Korniawan, Rommy; Zetra, Aidinil; Ariany, Ria; Andora, Hengki
Qawwam : The Leader's Writing Vol. 6 No. 1 (2025): June
Publisher : Fakultas Ushuluddin Adab dan Dakwah Insitut Agama Islam Negeri Kerinci

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32939/qawwam.v6i1.460

Abstract

This study aims to analyze the digital transformation in police call center services in Indonesia, by emphasizing the main aspects of public trust, user satisfaction, and institutional reputation. The rapid development of information and communication technology, the Indonesian National Police (Polri), continues to strive to digitalize public services to improve the effectiveness and quality of services. Polri's 110 call center service serves as a vanguard in public communication and response to security events, making it a strategic area in digital transformation. Research that has been done before to systematically examine the relationship between digitization and these three variables is still very limited. Most existing studies focus more on the technical aspects of information systems or procedural evaluation, without considering the social and institutional perspectives of digital change. Using a systematic literature review (SLR) approach based on the PRISMA protocol, this study aims to map the relevant literature and explore the linkages between digital transformation and these dimensions. PRISMA-based SLR method was chosen to provide a comprehensive overview of the dynamics of digitization in the National Police call center services. This research analyzes various studies, both from international and local contexts, to develop a more integrative conceptual framework regarding the influence of digitalization on people's perception of police institutions. This study will uncover the aspects that affect the success and challenges faced in the digitization of call center services as well as their impact on the relationship between the public and the National Police. Research shows that digitization of police call center services has significant potential in strengthening public trust, increasing user satisfaction, and improving the reputation of institutions. However, the success of this digital transformation is highly dependent on the ability of the National Police to ensure that the system implemented is responsive, transparent, and easily accessible to the public. This study also emphasizes the importance of a governance-based trust-based approach in building trust in institutions, which is relevant in the era of rapid digital interaction. It is expected that the results of this study can provide strategic recommendations for the National Police in designing a more effective digital transformation policy, as well as strengthening the legitimacy of institutions in the eyes of the public.
Co-Authors ., Damsar Alifya , Falina Alifya, Falina Ameliza, Kiki Anggraweni, Mutia Aprinal, Fery Azmaineti Fadila Basyaria, Khusnul Bobi Rizki Ananda Chandra, Yuyut Desmayanti, Tety Desna Aromatica Edi Hasymi Emeraldy Chatra Engga Lift Irwanto Fahdea Medina Maharani Fajar Noor Ramadhian Falina Alifya Felas Boniara Fery Aprinal Firanda Catriona Gayatri, Satya Handayani, Yesica Harid Fendra Hazid Jalma Hendri Koeswara Hengki Andora Indrayani Indrayani Irwanto, Engga Lift Isramirawati, Isramirawati Jendrius Jendrius Kiki Ameliza Korniawan, Rommy Lubna Salsabila M Arif Almanar Melisa Mivadila Misnar Sitriwanti Mivadila, Melisa Muhammad Ichsan Kabullah Mulya Mutia Anggraweni Mutia Reni Mutiara Laudya Nadya Pradipta Respati Nofrita, Rafika Nurian Endah Dwi S Pazka, M Iqbal Sarabayan Putra, Indra Madan Putri Febri Wialdi Putri, Annisa Aulia Putri, Divanda Triendo Putri, Gizhella Mulyani Putri, Indah Adi Qairawan, Iqbal Rafika Nofrita Rafizon, Delka Ratni Prima Lita Resti Fajria Resti Fajria Richardo F Butarbutar Rico Candra Rizaldi, Syamsu Rizki Ananda, Bobi Roni Ekha Putera Surya Suryadi Syahrizal Syahrizal Syamsu Rizaldi syamsu rizaldi Syamsurizaldi Syamsurizaldi Sylviana, Azna Yusra Tamrin Tamrin Tamrin Tamrin Tety Desmayanti Windra Purnama Yesica Handayani Yolla Yulia Cahyani Yuharmafitri yuharmafitri Yulistivira, Armilita Yuyut Chandra Zetra, Aidinil Zetra, Aidinil