Modern Communities Still Prioritize Face-to-Face Communication

DKI Jakarta Provincial Government has implemented Citizen Relationship Management in the form of Jakarta Smart City. There are 8 channels provided as a door or ways to submit complaints, of which 7 doors use Information and Communication Technology and 1 door of offline. Until now there has no evaluation of an offline channel, even though this channel requires personnel who must work full time on every Saturday. The data collection method for this research was an interview with 250 DKI Jakarta residents using a questionnaire with semi-closed questions. The result of this study indicates that the most widely used canals of DKI Jakarta residents in channeling complaints are offline channels that are conducted by face-to-face. While information about programs in the DKI Jakarta Provincial Government that is most influential is information from relatives or closest people that is usually done face to face.