The Effectiveness of Mobile Application as the E-Government Media to Increase Citizens’ Trust in Regional Government (A Study On iJakarta, A Digital Library of the Government of The Special Capital Region of Jakarta) Dini Ratnasari*, Hendriyani
Department of Communication Studies, Universitas Indonesia
Jalan Salemba Raya No. 4 Gedung IASTH Lantai 6 Jakarta Pusat, Indonesia
*dini.ratnasari[at]gmail.com
Abstract
Along with the rapid development of smartphones, public mobile applications have emerged as a new technology and innovation toward a more intelligent regional government. Regional governments serve their citizens not only in administrative affairs but they also serve to build and develop people’s civilization in information and knowledge. To maintain the sustainability in executing regional autonomy affairs and sustainable development, regional governments need their citizens’ trust, which is believed to be achieved when the citizens have gained excellent service. The Jakarta Provincial Government has adopted various public applications in the effort of actively improving its public service. One of the applications is iJakarta, a mobile application facilitating citizens to access information and knowledge through a digital library. The e-government services provide a new opportunity for the citizens by allowing them to use governmental services (delivering complaints, e-filing, e-auction, getting information on policy and borderline, etc.) whenever and wherever, regardless of geographical locations and the limitation in official working hours. The purpose of this research is to explore what factors supporting and obstructing iJakarta digital library to perform as e-government media that influences the citizens’ trust in their regional government. The findings of this research will highlight the extent to which citizens are moving from traditional ways of using government services to using them digitally. This research will also consider the effects of this technological innovation in government settings from a participant’s perspective.
