| 4. In which ways is the initiative creative and innovative?
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The Mayor of Surabaya is committed to serve her citizens faster and more open. That’s why, the Media Center of Surabaya City Government was formed in November 2011. The leading sector of this program is the Communication and Informatics Department of Surabaya. Next, the team who handle the complaints and critics from the citizens is formed through the Mayor’s Letter. In the letter, it is explained that in their work, the Communication and Informatics Department of Surabaya is the leading sector and they will be helped by the representative from each work unit who has been pointed and called as TPKPM. This team will become the back office of Media Center. Then, the infrastructure was prepared. With the cooperation of universities, the system in Media Center was built. In the daily operational, there are 3 personnel who become the operators of Media Center and as the front office of Media Center. Those personnel had been trained previously before they were placed in the front desk. It is also occurred for the TPKPM, the Communication and Informatics Department of Surabaya held a monthly meeting to evaluate and some trainings were also held to improve the quality of the human resources, like public speaking training. Then, to increase the people’s trust, Media Center has 2 Standard Operating Procedures (SOPs) applied, which are in the time of 1x60 minutes (maximum) the operators integrated with the TPKPM and in the maximum of 1x24 hours the operators should give the feedback to the citizens. All of the things built are not worthless because Media Center has achieved the certificate of ISO 9001:2008 in the category of complaints handle and information. Furthermore, in this recent modern and digital era, the protection of the data is really needed. Therefore, the Communication and Informatics Department also received the certificate of ISO 27001:2005, so all applications and data in Media Center can be safely stored.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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To develop the system, the Communication and Informatics Department helped by public and private universities. And there is also a team who handle the complaints (TPKPM) who come from each work unit. Besides, there are also some helps from Organization of Local Public Transportation (Organda), police, Indonesian Railway, and other organizations which become the colleagues of Media Center if there are information asked related to those agencies.
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| 6. How was the strategy implemented and what resources were mobilized?
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All operational funding for Media Center is taken from the Regional Government Budget of Surabaya City Government. All development of the program, both technical or human resources come from the employees of Surabaya City Government with the help from university to provide the application which supports the operational of Media Center. All resources are mobilized by the Mayor of Surabaya who has a commitment and strong leadership to give an excellent service towards all citizens.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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- Implementation of Open Government concept;
- Shifting need in the citizens which previously filed their complaints or asked for information through media which are not handled by the city government now they go to Media Center;
- New form of cyber society culture because the people tell their complaints or ask for information through new media;
- The tendency of the people nowadays not only tell their complaints but also tell the suggestions and ideas for the programs of city government, both the existing ones or those that are still in the planning;
- Recognizition of the existence and benefit of Media Center through the received appreciation both in the national or international scale, the newest one was the FutureGov Awards 2013 for Asia-Pacific in the category of Data Centre.
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| 8. What were the most successful outputs and why was the initiative effective?
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Media Center held the evaluation by monitoring the public participation level towards the city development program through complaints/information request which increased every year. There were 698 people who accessed Media Center in 2011. There were 2,717 people in 2012 and in increased into 4,176 people in 2013. Until September 2014, there were 3,485 complaints/information request. This increased number is not the indicator of the bad service given by the City Government, but as the proof that the public trust level towards Media Center is increased, so the public participation level increased as well.
Besides, Media Center also held the evaluation by doing the survey for people’s satisfaction every year which referred to the Regulation of Minister of Empowerment of State Apparatus and Bureaucracy Reformation Number 16/2014, where the scope of the measured indicator are the requirement, procedure, service time, cost, specification product of service, manager’s competence, manager’s behaviour, notice of service, complaints handling, and suggestions.
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| 9. What were the main obstacles encountered and how were they overcome?
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There is no MoU with the agencies outside Surabaya City Government like the police, Organization of Local Public Transportation (Organda), and others become the main problem, so in the cooperation related to the information asked by the citizens for those agencies is not maximum yet. However, we are still doing the personal and persuasive approach with those agencies. It can be said that even though we do not have the MoU with them we can communicate and exchange the information with those agencies.
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