Makassar City Government Communication Strategy through the Makassarkota.Go.Id Website in Public Services

Authors

  • Annisa Nurul Firdausi Master of Communication Science Program, Fakultas Pascasarjana Universitas Fajar, Indonesia
  • Yusmanizar Yusmanizar Master of Communication Science Program, Fakultas Pascasarjana Universitas Fajar, Indonesia
  • Andi Vita Sukmarini Master of Communication Science Program, Fakultas Pascasarjana Universitas Fajar, Indonesia

DOI:

https://doi.org/10.55885/jprsp.v6i1.737

Keywords:

Communication Strategy, Public Services, Website

Abstract

This study aims to analyse the Makassar City Government's communication strategy through the makassarkota.go.id website and the Pakinta' (Pajak Terintegrasi & Terdigitalisasi) service. Makassarkota.go.id serves as the leading portal integrating information, policies, and access to 12 public services (including Pakinta'). Pakinta' facilitates online regional tax payments, increasing efficiency, transparency, and taxpayer compliance. The implementation of the Chris Fill (Put, Push, Pull) communication strategy has successfully captured public attention, strengthened internal coordination, and built long-term relationships between the government and the community. The collaboration between the Communications and Information Technology Office (Diskominfo) and the Regional Revenue Agency (Bapenda) has resulted in consistent information, ease of access, and improved quality of digital public services that are faster, more transparent, and more responsive.

References

Abdurrahman, B. (2023). Challenges of Defining Public Services as the Object of State Administration Activity. Interdisciplinary Journal of Research and Development, 10(1 S1), 30-30. https://doi.org/10.56345/ijrdv10n1s106

Ahmed, R. R., Streimikiene, D., Berchtold, G., Vveinhardt, J., Channar, Z. A., & Soomro, R. H. (2019). Effectiveness of online digital media advertising as a strategic tool for building brand sustainability: Evidence from FMCGs and services sectors of Pakistan. Sustainability, 11(12), 3436. https://doi.org/10.3390/su11123436

Androutsopoulou, A., Karacapilidis, N., Loukis, E., & Charalabidis, Y. (2019). Transforming the communication between citizens and government through AI-guided chatbots. Government information quarterly, 36(2), 358-367. https://doi.org/10.1016/j.giq.2018.10.001

Aprilina, V., Dompak, T., Salsabila, L., & Lodan, K. T. (2025). The Role Of Digitalization In Enhancing Public Service Efficiency: Challenges And Opportunities In Managing Public Complaints Through E-Government In Indonesia. International Journal of Social Welfare and Family Law, 2(1), 57-66. https://doi.org/10.62951/ijsw.v2i1.183

Brenner, M. J., Hickson, G. B., Rushton, C. H., Prince, M. E., Bradford, C. R., & Boothman, R. C. (2022). Honesty and transparency, indispensable to the clinical mission—part II: how communication and resolution programs promote patient safety and trust. Otolaryngologic Clinics of North America, 55(1), 63-82.

Cacciatore, M. A., Meng, J., & Berger, B. K. (2017). Information flow and communication practice challenges: A global study on effective responsive strategies. Corporate communications: An international journal, 22(3), 292-307. https://doi.org/10.1108/CCIJ-09-2016-0063

Dahm, M. R., Georgiou, A., Westbrook, J. I., Greenfield, D., Horvath, A. R., Wakefield, D., ... & Wabe, N. (2018). Delivering safe and effective test-result communication, management and follow-up: a mixed-methods study protocol. BMJ open, 8(2), e020235. https://doi.org/10.1515/dx-2018-0083

Dawes, S. S., Vidiasova, L., & Parkhimovich, O. (2016). Planning and designing open government data programs: An ecosystem approach. Government information quarterly, 33(1), 15-27. https://doi.org/10.1016/j.giq.2016.01.003

Denhardt, J. V., & Denhardt, R. B. (2015). The new public service revisited. Public Administration Review, 75(5), 664-672. https://doi.org/10.1111/puar.12347

Effing, R., & Spil, T. A. (2016). The social strategy cone: Towards a framework for evaluating social media strategies. International journal of information management, 36(1), 1-8. https://doi.org/10.1016/j.ijinfomgt.2015.07.009

Firman, Y. F., Halim, A., & Hidayat, R. (2023). Strategi Komunikasi Dinas Komunikasi Dan Informatika (Diskominfo) Kota Makassar Dalam Upaya Menyukseskan Program Makasar Recover. Core: Journal of Communication Research, 1-10. https://doi.org/10.47650/core.v1i1.700

Gamhewage, G., Mahmoud, M. E., Tokar, A., Attias, M., Mylonas, C., Canna, S., & Utunen, H. (2022). Digital transformation of face-to-face focus group methodology: Engaging a globally dispersed audience to manage institutional change at the World Health Organization. Journal of Medical Internet Research, 24(5), e28911. https://doi.org/10.2196/28911

Goshovska, V., Danylenko, L., Hachkov, A., Paladiiichuk, S., & Dzeha, V. (2021). Problems of applying information technologies in public governance. International Journal of Computer Science & Network Security, 21(8), 71-78. https://doi.org/10.22937/IJCSNS.2021.21.8.10

Henderson, J., Ward, P. R., Tonkin, E., Meyer, S. B., Pillen, H., McCullum, D., ... & Wilson, A. (2020). Developing and maintaining public trust during and post-COVID-19: can we apply a model developed for responding to food scares?. Frontiers in public health, 8, 369. https://doi.org/10.3389/fpubh.2020.00369

Henman, P., & Graham, T. (2018). Webportal vs google for finding government information on the web: from a website-centric approach to a web ecology perspective. Information Polity, 23(4), 361-378. https://doi.org/10.3233/IP-180071

Hyland-Wood, B., Gardner, J., Leask, J., & Ecker, U. K. (2021). Toward effective government communication strategies in the era of COVID-19. Humanities and Social Sciences Communications, 8(1). https://doi.org/10.1057/s41599-020-00701-w

Irvita, M., & Asriani, A. (2025). Transparency and accountability in the justice system: Building public trust and justice: The Role of Public Trust in Fair Law Enforcement. Priviet Social Sciences Journal, 5(4), 26-40. https://doi.org/10.55942/pssj.v5i4.367

Khanom, M. T. (2023). Using social media marketing in the digital era: A necessity or a choice. International Journal of Research in Business and Social Science, 12(3), 88-98. https://doi.org/10.20525/ijrbs.v12i3.2507

Killian, G., & McManus, K. (2015). A marketing communications approach for the digital era: Managerial guidelines for social media integration. Business horizons, 58(5), 539-549. https://doi.org/10.1016/j.bushor.2015.05.006

Kosec, K., & Wantchekon, L. (2020). Can information improve rural governance and service delivery?. World Development, 125, 104376. https://doi.org/10.1016/j.worlddev.2018.07.017

Kuril, J. (2018). Protection of the State and Society: Public Administration and Public (State) Service. Journal of Security & Sustainability Issues, 7(3). https://doi.org/10.9770/jssi.2018.7.3(3)

Latupeirissa, J. J. P., Dewi, N. L. Y., Prayana, I. K. R., Srikandi, M. B., Ramadiansyah, S. A., & Pramana, I. B. G. A. Y. (2024). Transforming public service delivery: A comprehensive review of digitization initiatives. Sustainability, 16(7), 2818. https://doi.org/10.3390/su16072818

Levy, S., & Gvili, Y. (2015). How credible is e-word of mouth across digital-marketing channels? The roles of social capital, information richness, and interactivity. Journal of Advertising Research, 55(1), 95-109. https://doi.org/10.2501/JAR-55-1-095-109

Lim, J. S., & Greenwood, C. A. (2017). Communicating corporate social responsibility (CSR): Stakeholder responsiveness and engagement strategy to achieve CSR goals. Public relations review, 43(4), 768-776. https://doi.org/10.1016/j.pubrev.2017.06.007

López García, J. J., Lizcano, D., Ramos, C. M., & Matos, N. (2019). Digital marketing actions that achieve a better attraction and loyalty of users: An analytical study. Future Internet, 11(6), 130. https://doi.org/10.3390/fi11060130

Ma, L., Christensen, T., & Zheng, Y. (2023). Government technological capacity and public–private partnerships regarding digital service delivery: Evidence from Chinese cities. International Review of Administrative Sciences, 89(1), 95-111. https://doi.org/10.1177/00208523211018849

Maziashvili, M., Pleśniak, A., & Kowalik, I. (2023). The digital communication tools and citizens' relationship with local governments: a comparison of Georgian and Polish cities. International Review of Administrative Sciences, 89(2), 555-576. https://doi.org/10.1177/00208523221079746

Olaniran, B. A. (2018). Social media as communication channel in emerging economies: a closer look at cultural implications. Journal of Advances in Management Research, 15(2), 130-145. https://doi.org/10.1108/JAMR-04-2017-0050

Pedrosa, G. V., Kosloski, R. A., Menezes, V. G. D., Iwama, G. Y., Silva, W. C. D., & Figueiredo, R. M. D. C. (2020). A systematic review of indicators for evaluating the effectiveness of digital public services. Information, 11(10), 472.

Purnamasari, R., Hasanudin, A. I., Zulfikar, R., & Yazid, H. (2025). Technological infrastructure and financial resource availability in enhancing public services and government performance: The role of digital innovation adoption in Indonesia. Social Sciences & Humanities Open, 11, 101621. https://doi.org/10.1016/j.ssaho.2025.101621

Riani, N. K. (2021). Strategi peningkatan pelayanan publik. Jurnal Inovasi Penelitian, 1(11), 2443-2452. https://doi.org/10.47492/jip.v1i11.489

Sanina, A., Balashov, A., Rubtcova, M., & Satinsky, D. M. (2017). The effectiveness of communication channels in government and business communication. Information Polity, 22(4), 251-266. https://doi.org/10.3233/IP-170415

Sarker, M. N. I., Wu, M., & Hossin, M. A. (2018, May). Smart governance through bigdata: Digital transformation of public agencies. In 2018 international conference on artificial intelligence and big data (ICAIBD) (pp. 62-70). IEEE. https://doi.org/10.1109/ICAIBD.2018.8396168

Sarwar, M. I., Abbas, Q., Alyas, T., Alzahrani, A., Alghamdi, T., & Alsaawy, Y. (2023). Digital transformation of public sector governance with IT service management–A pilot study. IEEE Access, 11, 6490-6512. https://doi.org/10.1109/ACCESS.2023.3237550

Shaddiq, S., Iyansyah, M. I., Sari, S., & Zainul, H. M. (2021). The effect of marketing promotion management on public service advertising in strengthening digital communication. Strategic Management Business Journal, 1(02), 1-16.

Sharmin, S., & Chowdhury, R. H. (2025). Digital transformation in governance: The impact of e-governance on public administration and transparency. Journal of Computer Science and Technology Studies, 7(1), 362-379. https://doi.org/10.32996/jcsts.2025.7.1.27

Shenkoya, T. (2023). Can digital transformation improve transparency and accountability of public governance in Nigeria?. Transforming Government: People, Process and Policy, 17(1), 54-71. https://doi.org/10.1108/TG-08-2022-0115

Skyba, E., & Polishchuk, M. (2019). Legal Component of the Concept of Provision of public services. Baltic Journal of Economic Studies, 5(1), 194-200.

Sofyani, H., Riyadh, H. A., & Fahlevi, H. (2020). Improving service quality, accountability and transparency of local government: The intervening role of information technology governance. Cogent Business & Management, 7(1), 1735690. https://doi.org/10.1080/23311975.2020.1735690

Sri, N. J. (2023). Strategi Komunikasi Pemerintah Pekon Gunung Tiga Kec. Pugung Kab. Tanggamus Dalam Meningkatkan Kualitas Pelayanan Publik Melalui Aplikasi Go Digital (Doctoral dissertation, UIN RADEN INTAN LAMPUNG).

Sugiyono. (2013). Metode penelitian kuantitatif, kualitatif, dan R&D (19th ed.). Bandung: Alfabeta.

Tariverdi, M., Nunez-Del-Prado, M., Leonova, N., & Rentschler, J. (2023). Measuring accessibility to public services and infrastructure criticality for disasters risk management. Scientific reports, 13(1), 1569. https://doi.org/10.1038/s41598-023-28460-z

Yusmanizar, Y., Djalil, N. A., Yulhaidir, Y., & Alyas, A. (2023). Developing e-government policy through social media platform in Makassar City, Indonesia. Otoritas: Jurnal Ilmu Pemerintahan, 13(3), 454–468. https://doi.org/10.26618/ojip.v13i3.11641

Yusmanizar, Y., Haning, T., Unde, A., & Yunus, M. (2020). Development Of E-Government Through Social Media In Encouraging Information Disclosure And Public Participation In The Makassar City Office Of Communication And Information. European Journal of Research and Reflection in Management Sciences (EJRRMS): Accepted Papers, 8(1), 69-80.

Zainal Abidin, N. Z., Singaravelloo, K., & Azizan, I. S. (2018). Responsiveness and the influence to public trust: the study on local government service delivery. Journal of Administrative Science, 15(1).

Zerfass, A., & Volk, S. C. (2018). How communication departments contribute to corporate success: The communications contributions framework. Journal of Communication Management, 22(4), 397-415. https://doi.org/10.1108/JCOM-12-2017-0146

Downloads

Published

2026-01-29

How to Cite

Firdausi, A. N., Yusmanizar, Y., & Sukmarini, A. V. . (2026). Makassar City Government Communication Strategy through the Makassarkota.Go.Id Website in Public Services . Journal of Public Representative and Society Provision, 6(1), 117-129. https://doi.org/10.55885/jprsp.v6i1.737

Issue

Vol. 6 No. 1 (2026): Journal of Public Representative and Society Provision

Section

Articles

License

Copyright (c) 2026 Journal of Public Representative and Society Provision

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.