Analysis of whatsapp call center WA MAILAKU-based public service through indrajit’s e-government model: a case study of the UPTD

  • Ni Komang Yudha Anggun Candra Cahyani 
    Undiknas Graduate School, Bali, Indonesia
    Indonesia
  • Anak Agung Ngurah Eddy Supriyadinata Gorda
    Undiknas Graduate School, Bali, Indonesia
    Indonesia

Abstract

This study aims to analyze the public service provided through the WA MAILAKU WhatsApp Call Center using Indrajit’s e-government model at the UPTD. Training and Education for Cooperatives, Micro, Small, and Medium Enterprises. It emphasizes that WhatsApp-based service delivery should be critically examined through the e-government framework, particularly in terms of policy support, organizational capacity, and service value. This research employs a qualitative approach with a case study design. Data were collected through interviews, observation, and documentation, and were analyzed using an interactive model involving data reduction, data display, and conclusion drawing. The findings indicate that the implementation of WA MAILAKU is supported by leadership commitment, the existence of standard operating procedures, and the use of WhatsApp as a platform familiar to service users. The study concludes that WA MAILAKU cannot yet be fully understood as a formal e-government system, but rather as a digital public service innovation with strong potential to support fast and inclusive service delivery. Its effectiveness continues to depend on improvements in technical service management, the digital competencies of personnel, and the protection of information privacy and security. This study is limited by its focus on a single organizational unit and by its reliance on qualitative self-reported data from informants.

Keywords
  • Whatsapp governance, Chatbot limitations, MSME training, Third-party platform risks
Lisensing Information
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

References
  1. Apriliani, B. S., Santoso, S., & Badar, R. (2024). Pengembangan E-Government Melalui Web Tangerang Gemilang Whatsapp Dalam Upaya Meningkatkan Kualitas Pelayanan Akta Kelahiran Di Kabupaten Tangerang.
  2. Ali, I. A., Damayanti, L. C., Jannah, R., Koirunnisak, A., Bahtiar, E., & Ilahiyah, I. I. (2025). Analisis Pemanfaatan Whatsapp Sebagai Sarana Percepatan Pelayanan Administrasi Kependudukan Di Kantor Desa Tebel. Ardhi: Jurnal Pengabdian Dalam Negri, 3(3), 138–147. Https://Doi.Org/10.61132/Ardhi.V3i3.1328
  3. Arista, L. D., & Marhaeni, S. S. (2018). Persepsi Masyarakat Nelayan Tentang Pentingnya Pendidikan Formal 12 Tahun (Studi Kasus Di Desa Kedungrejo Kecamatan Muncar Kabupaten Banyuwangi). Jppkn, 3(1), 12–17.
  4. Awasthi, R. (2020). Determinants Of Property Tax Revenue: Lessons From Empirical Analysis. Ssrn Electronic Journal, September. Https://Doi.Org/10.2139/Ssrn.3695327
  5. Allsop, D. B., Chelladurai, J. M., Kimball, E. R., Marks, L. D., & Hendricks, J. J. (2022). Qualitative Methods With Nvivo Software: A Practical Guide For Analyzing Qualitative Data. Psych, 4(2), 142–159. Https://Doi.Org/10.3390 /Psych4020013
  6. Alvarenga, A., Matos, F., Godina, R., & Matias, J. C. O. (2020). Digital Transformation And Knowledge Management In The Public Sector. Sustainability, 12(14), Article 5824. Https://Doi.Org/10.3390/Su12145824
  7. Aminah, S., & Saksono, H. (2021). Digital Transformation Of The Government: A Case Study In Indonesia. Jurnal Komunikasi: Malaysian Journal Of Communication, 37(2), 272–288. Https://Doi.Org/10.17576/Jkmjc-2021-3702-17
  8. Barry, A. S., Assoul, S., & Souissi, N. (2023). Strengths And Weaknesses Of Digital Maturity Models. Journal Of Computer Science, 19(6), 727–738. Https://Doi.Org/10.3844/Jcssp.2023.727.738
  9. Borgert, T., Donovan, J. D., Topple, C., & Masli, E. K. (2019). Determining What Is Important For Sustainability: Scoping Processes Of Sustainability Assessments. Impact Assessment And Project Appraisal, 37(1), 33–47. Https://Doi.Org/10.1080/14615517.2018.1519222
  10. Charis, J. C., Rotty, G. V., Wiraputra, A. L., & Parani, R. (2023). Kekuatan Pemasaran Digital: Analisis Dampak Iklan, Celebrity Endorsement, Dan Influencer Marketing Terhadap Niat Beli Konsumen. Jkomdis : Jurnal Ilmu Komunikasi Dan Media Sosial, 3(3), 709–714. Https://Doi.Org/10.47233/Jkomdis.V3i3.1217
  11. Dwi, S., Wijaya, A., Nurcahyanto, H., Marom, A., & Publik, D. A. (2025). Optimalisasi Peran E-Government Dalam Meningkatkan Kualitas Pelayanan Publik.
  12. Fardiah, D., Darmawan, F., Rinawati, R., Edya, V., & Supaat, M. (2024). Digital Transformation Through Electronic-Based Government System Performance As Public Relations Strategy. 9(1), 23–48.
  13. Lintang, Y., Andrian, C., & Besa, M. (2025). The Dynamics Of E-Government-Based Administrative Public Services. 06(01), 48–59.
  14. Muhammad Adil, & Fajarwaty Kusumawardhani. (2022). Competency Development Of State Civil Apparatus (Asn) Of Planning (Planners) In The Meranti Islands Regency. Jurnal Niara, 15(2), 195–210. Https://Doi.Org/10.31849/Niara.V15i2.9947
  15. Nadhir, N., Sinaga, D. P., Nadhir, N., Sinaga, D. P., Syawal, M., & Patola, I. M. (2024). Pertanggungjawaban Otorita Ibu Kota Nusantara Dalam Penyelenggaraan Tata Pemerintahan Liability Of The Nusantara Capital Authority In Implementing Governance Ibu Kota Adalah Tempat Dimana Rakyat Indonesia Berkumpul Untuk Kemudian Mengambil Kebijakan Yang Paling Penting Terhadap Republik Indonesia Dalam Sebuah Kelembagaan . 1 Indonesia Menetapkan Jakarta Sebagai Ibu Kota Yang Didasari Dengan Khusus Ibu Kota Jakarta Sebagai Ibu Kota Negara Kesatuan Republik Indonesia . Namun Pasal 4 Ayat ( 1 ) Uu Ibu Kota Negara , “ Otorita Ibu Kota Nusantara Sebagai Lembaga Nusantara .” Nomenklatur “ Setingkat Kement Erian Yang Menyelenggarakan Pemerintahan. 7(1), 163–179.
  16. Rachman, F., Setiawan, F. A., & Ginting, A. H. (2025). Development Of Digital Reporting System Using Whatsapp Chatbot Sigap E-Pol ( Police Service Frontline Integration System ) To Accelerate Police Response To Public Complaints. 164–170. Https://Doi.Org/10.33830/Osc.V3i1.7046
  17. Rohmatunisa, R. N., & Rahmah, A. (2025). Digital Communication Model In Optimizing E- Government For Improving The Quality Of Public Services In Tangerang City. 26(2), 783–791.
  18. Sessa Tiara Maretaniandini, Radhitiya Wicaksana, Zalfa Aura Tsabita, & Amrie Firmansyah. (2023). Potensi Kepatuhan Pajak Umkm Setelah Kenaikan Tarif Pajak Pertambahan Nilai: Sebuah Pendekatan Teori Atribusi. Educoretax, 3(1), 42–54.
  19. Sadeka, S., Mohamad, M. S., & Sarkar, M. S. K. (2018). Comparative Analysis Of Sustainable Development Indicators In Southeast Asian Countries: Current Status And Policy Implications. International Journal Of Development And Sustainability, 7(10), 2445–2462. Https://Isdsnet.Com/Ijds-V7n10-07.Pdf
  20. Sazzad, F., Rajan, V. P., & Demircioglu, M. A. (2021). The Role Of Leadership In Public Sector Innovation: A Systematic Review And Meta-Analysis Of The Management Of Covid-19 In Asian Countries. Frontiers In Public Health, 9. Https://Doi.Org/10.3389/Fpubh.2021.743748
  21. Sohag, K., Shams, S. M. R., Darusalam, D., & Devalle, A. (2021). Information Digitalisation And Local Institutional Agility: Evidence From Asean Countries. Technological Forecasting And Social Change, 172, Article 121063. Https://Doi.Org/10.1016/J.Techfore.2021.121063
  22. Sukarno, M., & Nurmandi, A. (2023). E-Government Development Index Impact On World Governance Indicator Index In Southeast Asian Countries. Journal Of Contemporary Governance And Public Policy, 4(1), 97–114 Https://Doi.Org/10.46507/Jcgpp.V4i1.106
  23. Tran, M., Beddewela, E., & Ntim, C. G. (2021). Governance And Sustainability In Southeast Asia. Accounting Research Journal, 34(6), 516–545. Https://Doi.Org/10.1108/Arj-05-2019-0095
  24. Tran, T.-V., Lepistö, S., & Järvinen, J. (2021). The Relationship Between Subjectivity In Managerial Performance Evaluation And The Three Dimensions Of Justice Perception. Journal Of Management Control, 32, 369–399. Https://Doi.Org/10.1007/S00187-021-00319-2
  25. Vărzaru, A. A. (2023). Assessing Digital Transformation Acceptance In Public Organizations’ Marketing. Sustainability, 15(1), Article 265. Https://Doi.Org/10.3390/Su15010265
  26. Wahyu Sulistya, A. Q., Sulistiyo, B. B., Aditya, F., Aritonang, I. D., Simangunsong, S. A., & Shihab, M. R. (2019). A Case Study Of Indonesian Government Digital Transformation: Improving Public Service Quality Through E-Government Implementation. In 2019 5th International Conference On Science And Technology (Pp. 1–6). Institute Of Electrical And Electronics Engineers (Ieee). Https://Doi.Org/10.1109/Icst47872.2019.9166234
  27. Wang, C., & Ma, L. (2022). Digital Transformation Of Citizens’ Evaluations Of Public Service Delivery: Evidence From China. Global Public Policy And Governance, 2, 477–497. Https://Doi.Org/10.1007/S43508-022-00054-X
  28. Xiao, J., Han, L., & Zhang, H. (2022). Exploring Driving Factors Of Digital Transformation Among Local Governments:Foundations For Smart City Construction In China. Sustainability, 14(22), Article 14980. Https://Doi.Org/10.3390/Su142214980
  29. Yukhno, A. (2024). Digital Transformation: Exploring Big Data Governance In Public Administration. Public Organization Review, 24, 335–349. Https://Doi.Org/10.1007/S11115-022-00694-X
  30. Yulyana, E., Martini, N., Solehudin, A., & Sadayi, D. P. (2024). General Election Accessibility In The Covid-19 Pandemic: Democracy’s Responsibility To People With Disabilities. Sage Open, 14(4). Https://Doi.Org/10.1177/21582440241298345
  31. Zuchri Abdussamad, H., & Sik, M. S. (2021). Metode Penelitian Kualitatif [Qualitative Research Methods]. Syakir Media Press.

Downloads

PDF

Statistic

Abstract Views
: 95 times
PDF
: 32 times