Media Center Surabaya City Government
Surabaya City Government

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
The absence of information center about complaints, critics, suggestions, and questions related to the programs and services from the government. Some departments in Surabaya City Government opened the complaints center while the other ones did not. Not to mention the different standard operating procedure in every department resulted to the high point of dissatisfaction from the citizens toward the public service held by the government, and also resulted to the low level of trust from the citizens towards their government in managing the city problems. Beside, because of the absence of the information center about complaints, critics, suggestions, and questions resulted to the difficulty for the government to catch the aspirations from the citizens which can be used to decide the next policies for the citizens.

B. Strategic Approach

 2. What was the solution?
Build a media center which can be used as the central point for complaining, suggesting, criticizing, and giving information which are related to the programs and service from Surabaya City Government so that it can become the communication means between city stakeholders to make Surabaya as a better place, and also become a way for the citizens to control the work of the development in their city. In media center, they are served with a standard and consistent operating service so that the satisfaction point from the citizens can increase and it can result to the increased participation level from the citizens to control and monitor the program and service held by the government.

 3. How did the initiative solve the problem and improve people’s lives?
Media Center carries the concept of open government with a responsive, integrative, and informative service. The concept of Bring Your Own Device uses the media strategy or approach through the use of various medias which are already familiar among the citizens like telephone, SMS, toll-free call, fax, and new media such as website, email, social media (facebook, twitter), and viral media like Youtube. The Surabaya citizens can communicate through local social network owned by the Surabaya City Government called as Sapawarga, where they can send their complaints or ask for information, until promote their products through Sapawarga. In this strategy, the citizens can easily interact with media center as easy as call via telephone or log in to the internet. Thus, the information dissemination about media center and its development can be done faster.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
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.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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.
 6. How was the strategy implemented and what resources were mobilized?
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.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
- 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.

 8. What were the most successful outputs and why was the initiative effective?
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.

 9. What were the main obstacles encountered and how were they overcome?
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.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Media Center gives many advantages, because before it was launched the citizens must come to the Communication and Informatics Department of Surabaya to file their complaints or ask for information. This situation can produce pollution, inefficiency, and high cost. But, after Media Center was launched, they do not need to come by themselves. They only need to use the communication means which are open widely by Media Center to participate actively for the development of Surabaya. Besides, they also trust the Media Center because they can file their complaints or ask for information in the proper place (not in the mass media). They also can get transparent information. Through the website of PPID, they can easily ask for data to work units in Surabaya City Government and they do not need to come by themselves to get the data asked. They only need to access the website PPID, fill the electronic form proved, and wait for the confirmation from the system. It shows the implementation of open government in Surabaya City Government where the citizens can be actively participate in the development of Surabaya City, supported by innovations made by the Surabaya City Government. Where the citizens are getting more active in participate in the development of the city, supported by the useful innovations from the Surabaya City Government. The system in Media Center is a system that its continuity can be maintained and can produce other innovations. Since it received the prestigious FutureGov Award 2013, other cities and foreign countries (Malaysia) came to Surabaya and learn about Media Center.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
Media Center is being developed to be integrated with other systems owned by Surabaya City Government into one big system, which is the city planning system of Surabaya. The data from Media Center is the base for the inputs of programs submitted in the development planning discussion via online (e-murenbang) or via offline. Media Center is also being the benchmarking for other regency/city government in Indonesia which had already visited Surabaya to study. In the international level, Media Center received appreciation by the FutureGov Awards 2013 in Asia-Pacific level in the category of Data Centre. The award which is international benchmark for the innovation in public sector and it is considered the most unique and successfull program in city’s modernization.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
Media Center is one of the programs that support the vision of Surabaya City Government, which is: To be a Better Surabaya as a City of Trade and Service that Smart, Humane, Dignified, and Eco-Insightful. As a modern Metropolis, the use of Information and technology in the system of Media Center shows that this system is eco-friendly because it reduces the use of papers. Beside, the multicultural background of Surabaya’s people does not affect the service in Media Center which always put the hospitality first. Therefore, it is possible for Media Center to integrate with other agencies outside Surabaya City Government like sign the MoU with the police, Indonesian Railway, and other agencies, considering the request of information in Media Center related to those agencies outside Surabaya City Government. It can support the city branding of Surabaya as the City of Trade and Service. For example, if there is an investor who wants to invest in Surabaya will not think twice because the city government has already implemented the Open Government system.

Contact Information

Institution Name:   Surabaya City Government
Institution Type:   Government Agency  
Contact Person:   Novi Setiowati, S.Sos
Title:   Mrs  
Telephone/ Fax:   +62315312144, ext. 292 / +6282230885632
Institution's / Project's Website:  
Address:   Jl. Jimerto No. 25 – 27 lantai 5, Surabaya 60272
Postal Code:   60272
City:   Surabaya
State/Province:   East Java

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