Collaborative Process Among Stakeholders in the Management of Call Center 112 Service in Semarang City

DOI

10.2991/978-2-494069-09-1_22How to use a DOI?

Keywords

Call Center 112; Collaborative process; Stakeholders

Abstract

Call Center 112 is an emergency complaint service in Semarang City as the implementation of the city's role as a local OGP. The management of Call Center 112 service involves multi-stakeholders, including the local Government Unit of Work, Higher Government, social communities, and private sectors. Social communities are the most active participants in accessing Call Center 112. On the other hand, mass media and academic sectors have not taken part yet. In addition, the multi-stakeholder scheme and information system are not optimized in supporting Call Center 112 service. This study aims at analyzing the collaborative process and the appropriate multi-stakeholder collaboration scheme in the management of the Call Center 112 service in Semarang City. This research was conducted through observational studies and interviews as primary data toward stakeholders involved in this service and analyzed through a Penta helix collaboration model approach, namely optimizing 5 (five) roles: business, government, community, academics, and media. Collaborative Process in the management of Call Center 112 in Semarang City service includes face-to-face dialogue, trust-building, commitment to the process, share understanding, and intermediate outcomes. The result of the study reveals that the collaborative process in the management of Call Center 112 runs well and the multi-stakeholder scheme is appropriate, hence it has not been optimized yet because mass media and academic sectors have not actively participated in it. Therefore, in the management of Call Center 112 service, mass media can be engaged in the publication of information and performance as a bridge of communication between the society and the service provider to raise trust-building. Meanwhile, the academic sectors play a role in providing scientific insight and basic knowledge about emergency cases e.g. accidents, or fires to the management of Call Center 112. The academic practitioners are supposed to conduct studies in improving the management's performance. The local government of Semarang city requires to arrange a Memorandum of Understanding (MoU) among stakeholders as a commitment and share understanding in which all the parties are effectively involved as their duty and authority.

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.

Download article (PDF)

TY  - CONF
AU  - Rosihan Widi Nugroho
AU  - Hardi Warsono
AU  - Budi Puspo Priyadi
PY  - 2022
DA  - 2022/11/11
TI  - Collaborative Process Among Stakeholders in the Management of Call Center 112 Service in Semarang City
BT  - Proceedings of the Tegal International Conference on Applied Social Science & Humanities (TICASSH 2022)
PB  - Atlantis Press
SP  - 166
EP  - 176
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-494069-09-1_22
DO  - 10.2991/978-2-494069-09-1_22
ID  - Nugroho2022
ER  -