Investigation of Important Knowledge Management Mechanism and Technology for Citizen Relation Management Enhancement using Contingency View of Knowledge Management

Abstract

The implementation of large-scale social restrictions (PSBB) adds to labor problems in Jakarta. This can be seen from the increase in the number of complaints reported in the Jakarta Special Capital Region Department of Manpower, Transmigration and Energy (DTKTE)’s Citizen Relation Management (CRM) almost ten times from 38 complaint reports in February 2020 to 370 complaint reports in March 2020. The limited number of functional labor inspectors that exist makes DTKTE assign tasks to employees who are not in their fields to make PSBB successful. Instructions for applying to work from home (WFH) further limit the collaboration between employees. The government is forced to seek new ways to deliver its public service to the citizens. Knowledge Management (KM) can help an organization improve its service and respond to their customer faster. KM is needed in two aspects to respond to the limitations because of the pandemic, such as to respond to customer and to help employees know how to undertake their jobs. KM can help collaboration better in the response of WFH. This study conducted to enhance the CRM service in DTKTE by improving the KM processes. This study used a quantitative and qualitative description approach methodology. The Becerra-Fernandez & Sabherwal KM contingency view approach was used because it recommends the KM solutions by considering existing conditions in the organization to determine the most beneficial KM solutions to be applied based on the conditions. The results were socialization and externalization as the main priority of KM processes to be optimized using employee rotation across departments and cooperative projects for the KM mechanisms, and electronic discussion group, expert system, best practices, and lessons learned databases for the KM technologies. So, by enhancing CRM service with improving KM processes, DTKTE’s echelon’s KPI can be achieved without any delay in the service.