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The implementation of national complaint management online system in Indonesia: Factors influencing the support and/or resistance towards innovation

Lisa, L. (2019) The implementation of national complaint management online system in Indonesia: Factors influencing the support and/or resistance towards innovation.

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Abstract:The year 1998 was an important turning point in the history of Indonesia’s democratization. The fall of Suharto on May 21st did not only change the political leadership, but also brought about the transformation of democratic practices, including bureaucratic and governmental reforms. Since then, the Indonesian government has realized that openness and transparency are the key to a modern government. Through the Open Government Indonesia (OGI) movement, the Indonesian government initiated LAPOR, a one-stop shop online platform designed to manage public complaints. LAPOR, under President Jokowi’s administration, became a national priority program and is still currently being implemented in municipalities across Indonesia. The objective of this qualitative research study is to explore the underlying factors influencing the support and/or resistance towards the implementation of OGI by means of im-plementing LAPOR in the municipalities in Indonesia as a nation-wide integrated public complaint management system in municipalities using the model developed by Ebbers & van Dijk (2007). In this model, ten innovation stages ranging from the initiation phase to implementation phase are explained. The absence of activity in any of these stages will serve as the indicator of organiza-tional resistance towards innovation and the presence of activity in these stages will serve as the indicator of organizational support for innovation. In the data collection stage, primary data were collected through face to face interviews containing 20 semi-structured questions, with the municipality as the unit of analysis. In selecting the interviewees, a purposive sampling method was used, specifically the Homogeneous Sam-pling. This sampling technique accentuate on the selecting units from a specific subgroup who have the same qualifications or have the same professions. From the ten short-listed municipalities, two public servants from the administration level and a decision maker in the organization were interviewed. Following the data collection, a thematic analysis was used to examine the data. From the findings, potential solutions based on the literature study and interviews were proposed to solve each of the barriers. These appropriate actions were categorized into three main drivers: People, Organization, and System. Additionally, benefits perceived by the municipalities such as citizen satisfaction, enhanced information flow, easier problem mapping were also provided and explained. The information provided in this thesis will be useful for the central government with regard to boosting LAPOR implementation, as well as serving as a guideline for future ICT-based innovation. Due to the limited budget and time in which this research had to be completed, mu-nicipalities were chosen based on geographical proximity. Thus, the results of this study are not representative of all municipalities in Indonesia.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
Keywords:Qualitative research, Internet technology, Open Government Indonesia, E-government innovation, LAPOR, eComplaints management, Indonesia
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