Service Quality of M-Bonk Application in Sidoarjo District

Berliana Mustika Rani, Allen Pranata Putra and Jitzhac Andrew Rafel Mandowen

Public Policy, Airlangga University, Surabaya, Indonesia

Keywords : Digital Bureaucracy, E-Government, M-Bonk, Smart City

Abstract : This research intends to describe the program m-bonk of Sidoarjo District.This research is motivated by

the delay in handling road damage, thus affecting public satisfaction. The research used qualitative

descriptive method. The result of this study is the implementation of the M-Bonk is still not running

effectively. This is because the M-Bonk application has not provided a backup server. As a

consequence, community is difficult to get the informing access.

1 INTRODUCTION

The concept of city arrangement is a concept that

continues to improve every year to realize a

habitable city for people. The concept of smart city

along with the progress in the field of technology in

recent years is popularly improved in various cities

in the world as the optional concept of city

arrangement. Smart city is a concept that encourages

the active participation of the community in the

management of the city so that a dynamic

communication between the community and service

providers produced an effective and efficient public

service. How to implement the Smart city is through

in the form of e-government method. According to

Forman (2005) e-government is the use of digital

technology to transform government activities aimed

at improving both the effectiveness and efficiency of

service delivery. One of the forms of government in

supporting e-government development is by

stipulating Presidential Instruction No.3 / 2003 on

National Policy and Strategy of e-Government

Development, which instructs each government

institution to formulate strategy / action plan for

their respective instant environment.

Sidoarjo regency is one of the districts in East

Java that continue to make efforts to provide

electronic public services to create the efficient and

effective service. The Government of Sidoarjo

Regency through Public Works & Spatial Planning

(PUPR) of Sidoarjo Regency in 2016 provides

electronic service based on complaint service to

overcome the existing road damage in Sidoarjo

regency in the form of online application called M-

Bonk. The online application is accessible to the

general public using Windows-based smartphones,

iOS, and android. Through M-Bonk, the public can

take photograph and report the location of the

damaged roads. The M-Bonk app, working program

between PUPR Service of Sidoarjo Regency and

Microsoft and Citynet, is present as part of the

program "Sidoarjo Peduli Jalan". The M-Bonk

program is systematically sophisticated. It proves

that the take and send process of damaged path to

the app admin is already connected to the GPS.

The M-Bonk application was made in the

background because of the sluggishness of

government in handling the damaged road leading to

the society dissatisfaction. The M-Bonk application

is created as a bridge of a community to convey

complaints or report on the existence of damaged

roads so that there is no need to complain in social

media. It was expected then, road repairement

complaints service would get easier, faster and on

target. The M-Bonk application is also easily

accessible via computer or mobile phone by people.

At the first time The M-Bonk application

launched at 2016, it received a positive public

response. Starting at 3 weeks after launching, there

are 160 reports on road damage in Sidoarjo. The

Public Works Agency of Bina Marga Sidoarjo gave

a quick response to the damage report. Of the whole

160 reports, it has mapped out 11 of the most

reportable roads. Among of them are Gedangan-

Betro road, Pilang-Tulangan and Tulangan-Tlasih.

60% of road complaints have finished of repairing

while 30% are under repair. The remaining 10% of

Rani, B., Putra, A. and Mandowen, J.

Service Quality Of M-Bonk Application In Sidoarjo District.

DOI: 10.5220/0007549706890693

In Proceedings of the 2nd International Conference Postgraduate School (ICPS 2018), pages 689-693

ISBN: 978-989-758-348-3

689

Public Works Office of Highways are being

surveyed. (Source: dprd-sidoarjokab.go.id, 2016)

At the beginning of its presence in 2016, M-

Bonk application welcome a high appreciation from

many circles because of this useful tool as a means

of complaints of damaged roads in the Sidoarjo

region. However, the presence or absence of the M-

Bonk application did not play a significant role to

reduce the damaged roads in Sidoarjo. It proved that

there are still the damaged roads found in various

districts in Sidoarjo.

PUPR offices in 2018 received many reports of

the damaged roads from several districts in Sidoarjo.

Reports come mostly from parts of Waru

Subdistrict, Taman and Sedati. It informed that one

of cause of damaged road due to bad weather.

Sidoarjo is getting continually rain leading to the

damaged asphalt. Besides, the damaged road is in

consequence of the massive vehicles such as large

trucks passing through Sidoarjo street. (Source:

jawapos.com, 2018)

His M-Bonk application was also considerably

less interesting because Sidoarjo had previously a

digital-based public complaint service that is the

Community Complaint Service Center (P3M).

Media complaints service to P3M can fill in the

complaint forms provided at the P3M Secretariat

Office through letters, e-mail, telephone / fax, print

media (newspapers, magazines, tabloids, etc.),

electronic media (radio and television), not to

mention the public complaints via website on

www.sidoarjokab.go.id.

This paper intends to give the description about

how the service quality of the M-Bonk application is

and whether the M-Bonk application program is able

to change the effectiveness and efficiency of the

Sidoarjo Government service bureaucracy in terms

of reporting damaged roads in Sidoarjo.

2 METHODS

The type of research used is descriptive with

qualitative approach. Explanation of service quality

of M-Bonk application in sidoarjo district uses E-

Government service theory according to Bhatnagar

(2009). Data collection techniques used observation,

interviews, documentation. While the data analysis

techniques using interactive models of data

collection, data processing, data presentation and

drawing conclusions.

3 DISCUSSION

In determining the quality of the results of E-

Government services in this study using the theory

according to Bhatnagar (2009):

1. The level of objectives - the status and impact

on the achievement of the social, economic and

political objectives set by the previous e-

government project

The M-Bonk application is aimed at reducing

social community's complaints about the number

of damaged roads in Sidoarjo, providing a means

for people to interact with the relevant agencies

to repair the damaged roads. In addition, the

handling of damaged roads become the right

target and is expected to reduce the damaged

road in Sidoarjo. However, the reality in the field

shows that there are still many people who

complain Sidoarjo in social media because the

number of broken roads in Sidoarjo, for example

on facebook and twitter, other than that people

also often complain in electronic media such as

radio.

The M-Bonk application also does not have a

significant impact on the handling of damaged

roads in Sidoarjo because there are still many

people who complain about the slow handling of

damaged road repairs that interfere with their

activities. As a form of protest because roads

often lead to accidents, the villagers of Wilayut

Village, Sukodono Sub-district, Sidoarjo

Regency, planted cavities with banana trees. As

well as a form of protest to the local government

to repair damaged roads. Because the number of

roads perforated has not received attention from

the government. (source: metrotvnews.com,

2017)

2. Level of service - the quality of individual

services

Factors to consider at the service level include:

a. The service must match the needs of real

users.

The concept of the M-Bonk application

service supports the dynamic communication

between the community and the service

providers in this case of malfunctioning road

complaints, as evidenced by the assessment

of this application getting the value of 4+ (4

stars) from the users of the M-Bonk

application service. Because the application

of M-Bonk is able to channel the residents'

complaints about the damaged road to be

immediately responded by the government to

be repaired.

ICPS 2018 - 2nd International Conference Postgraduate School

690

b. Service should mean a tangible increase in

existing services.

Sidoarjo previously had P3M program, but

public interest toward the use of M-Bonk

application also no more than P3M. The M-

Bonk application differs from P3M because it

only focuses on broken road complaints as

well, while P3M covers all service

complaints provided by the Sidoarjo District

Government, so the scope of P3M complaint

services is wider than the M-Bonk

application. However, the advantages of the

application M-Bonk has an application that

can be accessed by the community by

downloading it.

c. Services should be familiar to common users,

they should be promoted in other media,

usually in newspapers, radio, TV, or leaflets.

The M-Bonk app has been running for 2

years since its launch but there are still many

people who do not know about the M-Bonk

service. This is proven through interview of

researcher to Head of Section of

Development in Waru Subdistrict stated not

know about the application, there is no

socialization about the usefulness of M-Bonk

application and what exactly is the purpose of

the application. Waru Sub-district, one of the

largest sub-districts in Sidoarjo District and

the most reported on damaged roads by 2018,

needs to be socialized about this M-Bonk

application to the community. According

Heru Sastrawan, Chairman of Sidoarjo

Forum, that the socialization of M-Bonk

application is still not maximal. It would be

better Pemkab Sidoarjo through public

relations, can provide socialization to the

community that the government has this

program.

d. Service must be understood. The simplest

case is when an electronic service matches

the existing service manual. A more

complicated case is when two or more

previously integrated services are integrated.

The most complicated is when the service is

entirely newly established.

The M-Bonk application has not played a

major role in resolving public complaints

about damaged roads in Sidoarjo. M-Bonk

application also still overlap with P3M

because actually in P3M have been able to

accept all public complaints about service

and physical development in Sidoarjo while

still authority of Sidoarjo regency. Prior to

the application of M-Bonk, the public

complained about damaged roads in various

social media, so it was aimed to be viral so

that it was quickly handled by the

government. The public also often complains

on the radio related to the number of roads

damaged in Sidoarjo for road users more

careful. Both the P3M service program and

the M-Bonk application do not have a

significant impact on the handling of

damaged roads in Sidoarjo as there are still

many damaged roads in Sidoarjo until 2018.

e. The service should be usable (technically,

semantically and well-designed, content-

wise).

The application of M-Bonk in terms of

operation is quite good seen from the

condition of PC, CPU, Other computer

devices and servers. However, when the

maintenance or application development

found the problem is often not able to open

M-Bonk application. This is because he has

not had a backup server by the Public Works

Department and Spatial Planning of Sidoarjo

Regency. The use of this application is quite

easy because it only fills the name, email

address, mobile phone number and potholes

road location.

f. Service must be culturally appropriate with

the user.

Culture of Indonesian people who like to use

social media as a means of complaining and

telling their daily activities. Included in the

case of Sidoarjo public complaints about

damaged roads are often the community

uploaded in various social media to get the

attention of Sidoarjo regency to be handled.

Seeing these opportunities, M-Bonk was

created as a new breakthrough on road

service complaints damaged in order to

facilitate its use for the community. Thus the

M-Bonk application is used as a means of

community to conduct complaints and

reporting on the damaged road directly to

Sidoarjo regency to be handled immediately.

g. Subjective satisfaction from the user is the

size itself.

According to the service user that can be seen

in the comment field of the application M-

Bonk stated that this application is good but

still difficult to upload photos. Some users of

M-Bonk applications expect immediate

update of the app for better use.

Service Quality Of M-Bonk Application In Sidoarjo District

691

3. System level - the quality of the entire system

for e-government portal services.

System-level criteria ensure that the

government as a whole is more efficient and

effective. Only efficiency measures are typically

used, but it makes sense to include effectiveness

measures as well. The development of portals

and electronic services should not be linked

prematurely to national performance targets such

as GDP growth or savings in the public sector, as

there are many other factors that influence those

steps. Instead, the focus should be on measuring

capacity improvement and process improvement.

The main output indicators expected to

contribute to making governments more efficient

and effective overall are:

a. Development of standards.

Implementation of M-Bonk application there

is no regulation governing and SOP in use of

M-Bonk application service. Efforts in

improving application standards continue to

perform maintenance, maintenance and

upgrades by admin and IT technicians.

Maintenance done 2 times a month to keep

the system application M-Bonk safe to avoid

hackers. Difficult to find this M-Bonk

application when downloading in playstore

cause the quality standard is still inferior to e-

wadul application owned by Surabaya.

b. Availability, outreach, benefits, capacity

building from a user perspective.

The number of people who still complain

about the number of damaged roads in

Sidoarjo through social media proves that the

application of M-Bonk has not reached all the

people in Sidoarjo and has not given a real

mafaat for the change of damaged road in

Sidoarjo.

c. Level of infrastructure in terms of human

resource development, technical

infrastructure, government reorganization.

HR involved in the implementation of the

application M-Bonk is the employee of

choice directly appointed by the Head of

PUPR Sidoarjo Regency based on the level of

expertise and competence. However, her

educational background is not a major in IT.

For employees running M-Bonk applications

are given IT-based training to run M-Bonk

applications.

d. Enhanced / mainstreamed regulatory

system (cyber law).

The absence of regulations governing the

implementation of this M-Bonk application

so it has not been running in accordance with

the intended purpose

e. Increased incentive system in government

organizations.

The absence of incentive enhancements in M-

Bonk's application program officers for the

time being.

It is known that the M-Bonk application program

has not been able to change the effectiveness and

efficiency of the Sidoarjo Government service

bureaucracy in terms of reporting damaged roads in

Sidoarjo. This is because the M-Bonk app has not

had a significant impact on the change of damaged

roads, because there are still many broken roads that

have not been repaired and the public complained

much in social media.

4 CONCLUSION

The results of the research of M-Bonk application as

described in the discussion above come to a

conclusion as follows:

1. Goal level

The absence of status and impact on the

achievement of the social, economic and political

objectives set by the previous M-Bonk program.

2. Service level

The quality of individual services in the M-Bonk

application is still not good because the service

of M-Bonk's service quality has not been better

than the previous service complaint program.

The M-Bonk application has not been familiar

with the community because of the lack of

socialization from the government.

3. System level

The M-Bonk app has not been able to ensure that

overall government services are more efficient

and effective.

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