Development of E-Government Service Desk Process Model. Action Research : Surabaya City Government Afifa Filiani Sehato, S.Kom (a), Dr.techn. Ir. Raden Venantius Hari Ginardi M.Sc (b), Tony Dwi Susanto, ST., MT., Ph.D. (c)
a) Master of Technology Management, Sepuluh Nopember Institute of Technology Cokroaminoto 12 A, Surabaya, Indonesia afifa.17092[at]mhs.its.ac.id b) Master of Technology Management, Sepuluh Nopember Institute of Technology Cokroaminoto 12 A, Surabaya, Indonesia hari[at]its.ac.id c) Master of Technology Management, Sepuluh Nopember Institute of Technology Cokroaminoto 12 A, Surabaya, Indonesia tonydwisusanto[at]is.its.ac.id
It is undeniable that in the use of IT services can not be avoided from problems. A functional unit is required to handle problems in IT services that occur in the organization to ensure IT services can provide value to the organization, namely the Service desk that acts as a Single Point of Contact (SPOC) between service providers and users. E-government IT services have their own uniqueness that can be seen from various aspects including organizational culture, drivers, budgets, to human resources. Various studies related to service desk previously have discussed a lot about how the service desk process model in general. However, the overall existing process model does not explain the accuracy of its use in certain focus areas, but is still being developed for IT services in general. Besides based on previous studies, there are also a number of frameworks or process models that have links with service desks, namely ITIL, The Global Service Desk Standard, ISO 20000, Knowledge-Centered Service, Microsoft Operation Framework, A Guide to Service Desk Concepts and HDI Support Center Standard. The whole also discussed general service desk process. Therefore, this study aims to produce a e-government service desk model by comparing several existing service desk process models and formulating the service desk model by identifying the details of activities based on the characteristics of e-government IT services at each stage.
Keywords: Process Model; Service Desk; E-Government