Can Citizen Reporting System Be Effectively Constructed? A Study of Smart City Implementation in Indonesia

The implementation of smart city in urban areas in Indonesia can have implications for improving urban governance (urban strategies) or limited to jargon and has no bearing on the process of planning and implementing public policies and services. To investigate this, this study focused on Citizen Reporting System (CRS), which is one of the main pillars crucial in designing and implementing smart cities. The study had several objectives including determining the extent of public knowledge on the use of CRS, which was proposed in four leading applications of Makassar smart city programmes; Smart RT / RW application, Call Centre 112, Home care and Qlue; and identified factors that support and inhibit the development of citizen reporting system to develop recommendations for improvement of CRS, which will in turn have a positive impact on the implementation of smart city programmes in Makassar and Indonesia in general. The study used a sequential mixed method, specifically sequential explanatory strategies. The phases entailed conducting a survey to collect and analyse quantitative data; followed by conducting in-depth interviews to explore specific issues and obtaining in-depth information. The results showed that people’s knowledge and information


Population living in urban areas in
Indonesia is predicted to increase drastically to nearly 40% in 2035 (BHC and JSI, 2018).
Makassar city is one of the urban areas in Indonesia that will experience an increase in population, an issue that has the potential to pose some challenges to the city government. influences the success of a smart city application (Susanto et al., 2017).
Thus, based on the context elaborated above, community involvement, and participation to support the success of public service delivery is crucial (Nabatchi et al., 2017). In other words, the vision of Makassar   (Baker et al., 2005;King et al., 1998;Nownes, 2007;Wang, 2001

Smart city as a concept
The concept of a smart city has been in   (Dameri, 2017).

Citizen Reporting System
Citizen reporting is a very broad concept, which covers all the activities of citizens to actively reporting incidents, events or problems they witness, experience and encounter. The aim of the citizen reporting system is to involve the community reporting or collecting data that is then analysed to inform decision making on solving public problems. The system encourages members of the public to provide voluntary information to the government, which is then collected and analysed to

Figure 1. Actors, Stakeholders and Benefits in Smart City
Source: Dameri, 2017 produce outcomes with beneficial impact to the wider community. In other words, the   give to the question.
Although Qlue application is a relatively a recent introduction to the public, using the application is expected to enhance people's ability to exercise their rights to public services. As presented in Figure 2 above, the majority of respondents, 87.6% had no knowledge about the programme, 8.1% had knowledge of the programme and 4.3% respondents were uncertain whether to give a yes or no answer to the question.

Usage experience on smart city
programmes.
Understanding the outreach of smart city programmes to the public can also be done by looking at public experience using the services. Figure 3 shows

Use of internet and social media for information and news
As presented previously, most of the

CONCLUSION
The programme has good intentions of changing public service routine from reactive

POLICY RECOMMENDATIONS
Public readiness to use smart programme services should be an important advantage for the city government in designing and implementing better smart city schemes in the future.
The design of the citizen reporting system is strongly influenced by and dependent on citizen participation. In this regard, the implementation of public service delivery by the local government should not only take into consideration performance improvement but also capacity to maintain public participation (Suebvises, 2018 (Suebvises, 2018). Programme implementation should be phased and gradual to allow skill and knowledge acquisition and learning by both the public and public service providers.
The local government should conduct a baseline study to collect information related to the level of operational, information, strategic and formal skills of the citizens prior to developing and deploying digital based public services, which are at the heart of smart city policies. This information can help local government in designing realistic and step-by-step policy strategy in transforming their city into smart city not using the phrase "smart city" merely as rhetoric.