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All Journal Dinamik Techno.Com: Jurnal Teknologi Informasi Jurnal Transformatika Journal of Information System E-Dimas: Jurnal Pengabdian kepada Masyarakat Sistemasi: Jurnal Sistem Informasi Jurnal Tekno Kompak Jurnal Ilmu Komputer dan Bisnis INSERT: Information System and Emerging Technology Journal Jurnal Pengabdian dan Pengembangan Masyarakat Indonesia Science Technology and Management Journal (STMJ) Computing and Information System Journal
Widjaja, Stephanus
STIMIK AKI
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Public Health Social Sciences

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Journal : Computing and Information System Journal

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Implementation of E-Government to Increase Transparency and Efficiency at the Communication and Information Service (A Case Study in Semarang City) Tri Widayati, Yohana; Wahyu Binabar, Sattriedi; Widjaja, Stephanus; Saguruk, Thepanus
Computing and Information System Journal Vol. 1 No. 3 (2025): Data Science, UI/UX, and E-Government for Decision Making
Publisher : IndoCompt Publisher

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Abstract

The advancement of information technology has encouraged local governments to adopt e-Government systems to improve the quality of public services. This study aims to analyze the implementation of e-Government at the Department of Communication and Informatics (Diskominfo) of Semarang City through the Sapa Mbak Ita application as a public complaint platform. The research was conducted using observation, interviews with the Head of the Department, literature review, and a system development approach based on the waterfall model. The results show that the citizens of Semarang actively use various digital complaint channels, with the highest number of reports submitted via WhatsApp and the Sapa Mbak Ita mobile application. Out of 6,129 reports received in 2023, the majority were followed up. However, several issues were identified, including delayed complaint resolution and user concerns regarding ease of use and the security of personal data. This study concludes that Sapa Mbak Ita has contributed positively to enhancing public service transparency, although improvements are still needed in terms of efficiency and user data protection.
Co-Authors Adiwijaya, Aurelio Akeno Agung Prakoso, Satrio Edwin Prayoga Hadiwidjaja Jutono Gondohanindijo, Jutono Kartika, Erawati Listyawati, Ika Nikolas Dwi Prasojo Nitalia M, Deny Notobudojo, Angeline Renita Nugroho, Mohamad Fajarianditya Prakoso, Satrio Agung Prihati, Yani Priscilla Putri, Christina Putri, Christina Priscilla Putri, Christine Cecillia Putro Wicaksono, Adityo Rafael Ercole Hermanto Risti, Endah Ambar Saguruk, Thepanus Sandeas, Dhegih Tri Widayati, Yohana Wahyu Binabar, Sattriedi Wahyuni, Ana Wibisono, Leo Agung Wicaksono, Adityo Putro Widayati, Yohana Tri