Integrated contact center HAI (Help, Answer, Improve) as information service innovation at the Ministry of Finance, Indonesia


Keywords: policy innovation, communication services, information technology

Abstract

Organizational change is unavoidable in the development of an organization. Responding to the dynamics of the environment that continues to change, it is necessary to have a form of innovation in all systems within the organization. Information services are important for the running of an organization. In public sector organizations, user information services are the main demands so that the service process can run well and by the wishes of users. This article aims to identify and describe the information service innovations that exist in the Ministry of Finance. Using qualitative methods with descriptive analysis, this study tries to describe and explain the existence of these policy innovations. this study conducted interviews with leaders connected to Contact Center HAI information service innovations and staff who run these innovation projects. Researchers also observe directly the process of change and innovation of information service systems that exist within the organization so that they can describe in detail the existing innovations. This article has the result of typologies of the information service innovation.  There are five types of innovation, namely process innovation, product innovation, method innovation, system innovation, and conceptual innovation. The five innovations provide each progress for improving service performance in Contact Center HAI.

JEL classification: L88, O32, O38.

References

Amali, L. N., Mahmuddin, M., & Ahmad, M. (2014). Information technology governance framework in the public sector organizations. Telkomnika, 12(2), 429. http://doi.org/10.12928/TELKOMNIKA.v12i2.1834

Chrusciel, D., & Field, D. W. (2006). Success factors in dealing with a significant change in an organization. Business Process Management Journal. https://doi.org/10.1108/14637150610678096

Dokumen HAI Kementerian Keuangan, 2020.

Grisna Anggadwita dan wawan Dhewanto. Tahun 2013. Inovasi Layanan di Sektor Publik: Studi Kasus pada PT. Kereta Api Indonesia. Jurnal Sosial dan Ilmu Pembangunan Vol. 4, No. 7, 2013.

Islamy, M. Irfan. 2009. Prinsip-prinsip Perumusan Kebijaksanaan Negara. Jakarta: Bumi Aksara.

Kickert, W. J. (2014). Specificity of change management in public organizations: Conditions for successful organizational change in Dutch ministerial departments. The American Review of Public Administration, 44(6), 693-717. https://doi.org/10.1177/0275074013483871

Kuipers, B. S., Higgs, M., Kickert, W., Tummers, L., Grandia, J., & Van der Voet, J. (2014). The management of change in public organizations: A literature review. Public administration, 92(1), 1-20. https://doi.org/10.1111/padm.12040

Kurniasari, H., & Sulandari, S. 2017. Inovasi Pelayanan Publik di Balai Pelayanan Penempatan dan Perlindungan Tenaga Kerja Indonesia (BP3TKI) Semarang. Journal of Public Policy and Management Review. 6(2), 545-564.

Laporan Tahunan Ombudsman RI. 2016 – 2020. Laporan Tahunan. https://ombudsman.go.id/produk?c=19&s=SUB_LT_5a1ea951d55c4

Littlejohn, S. W., Foss, K. A., & Oetzel, J. G. (2017). Theories of Human Communication. 11th Editions.

Mathiassen, L., & Sørensen, C. (2007). A theory of organizational information services. LSE, Department of Management, Information Systems Group.

Matvejciuk, L. (2019). Public administration in the conditions of the development of digital economy and society. Management and entrepreneurship: trends of development, 2(08), 77-87. https://doi.org/10.26661/2522-1566/2019-2/08-07

Miller, K., & Barbour, J. (2014). Organizational communication: Approaches and processes. Cengage Learning.

Muluk, K. (2008). Knowledge Management: Kunci Sukses Inovasi Pemerintah Daerah. Malang: Bayumedia Publishing 45

Muluk, K. (2008). Knowledge Management: Kunci Sukses Inovasi Pemerintah Daerah. Malang: Bayumedia Publishing.

Ningtyas, T (2020). Describe changes management system for a public organization in Indonesia (Case study of bureaucracy innovation at margono hospital purwokerto) Proceedings of the 5th NA International Conference on Industrial Engineering and Operations Management, IOEM 2020; Virtual; United States; 10 August 2020 through 14 August 2020; Code 144118 http://www.scopus.com/inward/record.url?eid=2-s2.0-85096578907&partnerID=MN8TOARS

Ningtyas, T. (2017). New Public Service: Pelayanan Publik Berbasis Humanistik untuk Kesuksesan Reformasi Birokrasi. Jurnal Ilmiah Manajemen Publik dan Kebijakan Sosial, 1(1), 13-22 https://doi.org/10.25139/jmnegara.v1i1.283

Osborne dan Gaebler 1992, reinventing Government: how to the entrepreneur spirit is transforming the public service, alih bahasa abdul roshid, PPM:Jakarta

Parasuraman A, Grewal D. The impact of technology on the quality-value-loyalty chain: a research agenda. Acad Mark Sci 2000;28(1):168–74. https://doi.org/10.1177/0092070300281015

Park, J., Chung, H., & Rutherford, B. (2011). Social perspectives of e-contact center for loyalty building. Journal of Business Research, 64(1), 34-38. https://doi.org/10.1016/j.jbusres.2009.09.017

Patrickson, M., & Bamber, G. (1995). Introduction. In M. Patrickson, V. Bamber, & G. Bamber (Eds.), Organisational Change Strategies, Case Studies of Human Resource and Industrial Relations Issues. Melbourne: Longman

Prayitno. 2004. Layanan Bimbingan Kelompok Konseling Kelompok. Padang : Universitas Negeri Padang.

Rees, C. J., Hassard, J., & Yonnedi, E. (2010). Privatization, organizational change and performance: evidence from Indonesia. Journal of Organizational Change Management. https://doi.org/10.1108/09534811011071234

Rijo, R., Varajão, J., & Gonçalves, R. (2012). Contact center: information systems design. Journal of Intelligent Manufacturing, 23(3), 497-515. https://doi.org/10.1007/s10845-010-0389-0

Robbin, Stephen P, (1994). Teori Organisasi: struktur, desain dan aplikasi, edisi 3, alih bahasa, Jusuf Udaya, Jakarta.

Robbin, Stephen P, (2007). Perilaku organisasi, edisi kesepuluh, alih bahasa, Benyamin Molan, Indeks, Indonesia.

Robbins, S. P., & Udaya, J. (1994). Teori Organisasi: struktur, desain, dan aplikasi.

Sedarmayanti, 2009. Reformasi Administrasi Publik, Reformasi Birokrasi, dan Kepemimpinan Masa Depan. Bandung: Refika Aditama.

Sheefeni, N., & Mutingil M. (2016). An Assessment of Service Quality Delivery in Selected Local Authorities in Namibia.

Soekardi, A., Indrawati, R., & Erni, N. (2020). The influence of communication skill toward employee performance in radiology installation unit of hospital. Management and entrepreneurship: trends of development, 4(14), 31-42. https://doi.org/10.26661/2522-1566/2020-4/14-03

Sururi, A. (2016). Inovasi Kebijakan Publik (Tinjauan Konseptual dan Empiris). Sawala: Jurnal Administrasi Negara, 4(3). https://doi.org/10.30656/sawala.v4i3.241

Welch. Wong, (1998). Earning Mangement and thelong run under performance of initial Public offering, Journal of Finance , https://doi.org/10.1111/0022-1082.00079

Wicaksono, K. W. (2018). Tipologi Inovasi Sektor Publik Pada Tiga Program Inovatif Pemerintah Daerah Kota Surabaya (Tinjauan Reflektif Terhadap Tiga Inovasi Pelayanan Publik Pemerintah Kota Surabaya Tahun 2018). Jurnal Manajemen Pelayanan Publik, 1(2), 196-205 https://doi.org/10.24198/jmpp.v1i2.19895

Winkel & Hastuti. 2006. Bimbingan dan Konseling di Institusi Pendidikan. Media Abadi, Yogyakarta.

Worrall, L., Cooper, C., & Campbell, F. (2000). The impact of organizational change on UK managers’ perceptions of their working lives. The organization in crisis: Downsizing, restructuring, and privatization, 20-43.

Yeatman, A. (1994). The reform of public management: an overview. Australian Journal of Public Administration, 53(3), 287-295.

Ziemba, E., & Obłąk, I. (2015). Change management in information systems projects for public organizations in Poland. Interdisciplinary Journal of Information, Knowledge, and Management, 10, 47-62 http://www.ijikm.org/Volume10/IJIKMv10p047-062Ziemba1527.pdf
Published
2021-10-18
How to Cite
Minhando, E., Sudarmo, S. and Rahmanto, A. (2021) “Integrated contact center HAI (Help, Answer, Improve) as information service innovation at the Ministry of Finance, Indonesia”, Management and Entrepreneurship: Trends of Development, 3(17), pp. 27-42. doi: https://doi.org/10.26661/2522-1566/2021-3/17-03.