IMPLEMENTASI KEBIJAKAN JAKARTA SMART CITY DALAM MEWUJUDKAN PELAYANAN PUBLIK RESPONSIF MELALUI APLIKASI CITIZEN RELATION MANAGEMENT TAHUN 2023 DI JAKARTA SELATAN

Abstract

This study aims to analyze the implementation of the Jakarta Smart City (JSC) policy in realizing responsive public services through the Citizen Relation Management (CRM) application in South Jakarta in 2023. Using Van Meter and Van Horn’s implementation theory, which includes six dimensions—standards and policy objectives, resources, communication among organizations, implementing agent characteristics, social-political-economic conditions, and implementers’ disposition—this study employs a qualitative descriptive method with data collected through interviews, documentation, and observation. The results show that the implementation of the Jakarta Smart City policy through CRM has improved the responsiveness of public services, particularly in handling public complaints and feedback. However, challenges remain, including limited human resources, uneven digital literacy among citizens, and the need for more effective coordination between agencies. The study concludes that while CRM enhances government-citizen interaction and supports the realization of digital governance, optimization requires continuous technological adaptation, interagency collaboration, and citizen engagement strategies. This research contributes theoretically to public policy implementation studies and practically to improving smart governance practices in urban public service systems.