Proceedings of the Fifth Annual International Conference on Business and Public Administration (AICoBPA 2022)

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Public Review of M-Paspor Application in Indonesia: Mobile Government, Digital Resilience, Cyber Security

Authors
Intan Nurkumalawati1, *, Muhammad Syaroni Rofii1
1School of Strategic and Global Studies, University of Indonesia, Depok, Indonesia
*Corresponding author. Email: intan.nurkumalawati@poltekim.ac.id
Corresponding Author
Intan Nurkumalawati
Available Online 1 August 2023.
DOI
10.2991/978-2-38476-090-9_32How to use a DOI?
Keywords
M-Government; M-Paspor; Passport; Cybercrime; Biometric; Digital Resilience
Abstract

Mobile government (m-government) has been widely employed by the Indonesian government to provide an excellent online public service for the past five years. On 27 January 2022, the Directorate General of Immigration Indonesia launched the M-Paspor application as an online passport service through an applicant’s mobile phone. A passport applicant must fill out the digital form, lodge their documents, select the date, locate an immigration office, and payment process in the app, before their biometric data are collected at an immigration office. This netnography paper is reviewing the adoption of M-Paspor app from the user’s perspective collected from 1032 sample comments in the google app review from February to August 2022. By using the N-Vivo, the data is analysed to explore user’s experience, sentiment, and opinions by examining words, phrases, sentences towards the use of M-Paspor app in the context of m-government concepts. The result shows most users experienced technical issues and errors during login, registration, locating map, loading, uploading, verification, server, bugs, and data security. It recommends the M-Paspor app to be reconstructed according to stages of m-government maturity model, cyber security concerns, digital resilience, and to provide the web version.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the Fifth Annual International Conference on Business and Public Administration (AICoBPA 2022)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
1 August 2023
ISBN
10.2991/978-2-38476-090-9_32
ISSN
2352-5398
DOI
10.2991/978-2-38476-090-9_32How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Intan Nurkumalawati
AU  - Muhammad Syaroni Rofii
PY  - 2023
DA  - 2023/08/01
TI  - Public Review of M-Paspor Application in Indonesia: Mobile Government, Digital Resilience, Cyber Security
BT  - Proceedings of the Fifth Annual International Conference on Business and Public Administration (AICoBPA 2022)
PB  - Atlantis Press
SP  - 404
EP  - 412
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-090-9_32
DO  - 10.2991/978-2-38476-090-9_32
ID  - Nurkumalawati2023
ER  -