ICT and PseudoE-Governance Trap - A Case Study of “SMS Pandan” and “ULAS” in Surakarta City

Abstract

The performance of E-governance represents the government’s usage of information technology for democratic community and nation building. This paper reports on a content analysis on the application of information technology to “SMS Pandan” and “ULAS” service by Surakarta City government to examine the extent of e-Governance in the Surakarta region. The analysis is supplement with in-depth interviews with government officials and the community. The analysis used community based monitoring (CBM) framework to explain the effect of information and communication technology (ICT) use on the social accountability of government service and organization. The results show that procedural formality and patriarchical bureaucratic cultures triggered the emergence of ICT paradox and led to pathologies such depersonalization, buck passing, and atrophy of personal responsibility. This in turn has led to the emergence of a pseudo e-governance.

30. E-Complaint, Smart City and Local Government in Indonesia

“…This research investigates the e-complaint practical performance recorded in ULAS website, as seen from data of complaints from the general public and data of government responses in relation to the smart city concept currently applied in Surakarta. The novelty of current research compared with other previous researches is that this research has connected e-complaint practice to the smart city while the previous ones have not (see Haryani et al, 2017;Wahyunengseh and Mulyanto, 2017). Nevertheless, the previous studies are advantageous to enrich this study.…”

“…To that end, the local government needs to conduct an evaluation and improvement to ensure that all OPDs can be responsive to citizen complaints. If it is not done, it will result in what called as pseudo egovernance (see Wahyunengseh and Mulyanto, 2017).…”