Evaluation Study of “Sistem Komunikasi dan

Informasi Ekstranet (SKIE)” at Ministry of Foreign

Affairs of Republic of Indonesia : Integrating
COBRAS and e-Govsqual
 Joanita Maulina
Mieke Eka Putri
Faculty of Computer Science Evelyn Sevina Hermita
Faculty of Computer Science
University of Indonesia Faculty of Computer Science
University of Indonesia
Jakarta, Indonesia University of Indonesia
Jakarta, Indonesia
joanita.maulina@gmail.com Jakarta, Indonesia
mieke.eka81@ui.ac.id
evelyn.sevina@ui.ac.id
 Abstract—Ministry of Foreign Affairs (MOFA) has developed
application named Extranet Information and Communication
System or Sistem Komunikasi dan Informasi Ekstranet (SKIE)
in bahasa. At the moment, 14 government agencies and ministries
already joined the system. SKIE was established to integrate an
efficient and seamless communication especially news or official
memo within Indonesian Representatives overseas and
government agencies or ministries related. In order to know
things to be improved and keep on accelerating the services,
MOFA needs to know SKIE’s user satisfaction. To evaluate e-
government system from user satisfaction point of view, there
exist several kind of methods. In this paper we are integrating 2
methods to evaluate SKIE’s user satisfactions. The methods
which we’re integrating are COBRAS and e-Govsqual. We
distributed questionnaire to SKIE users which are Indonesian
Representatives overseas and 14 government agencies. We got 76
participants who filled the questionnaire. After that we processed
the questionnaire answers in SPSS to know the reliability and
validity of the attributes. From the results we can conclude that
the use of SKIE is beneficial for user because the users are agree
with all of the variables we evaluate.
Keywords—e-Government, e-Government service quality,
application evaluation, user perspective, COBRAS, e-Govsqual
I. INTRODUCTION
E-government integration is a governed information
technology and communication from many organization which
provide services on electronical way. The purpose for e-
government implementation projects is to provide services on
society with a single access point [1]. This goal will be
achieved by integrating all the services together in a portal that
is accessible to government organizations, citizens, businesses
and employees. Sistem Komunikasi dan Informasi Ekstranet
(SKIE) was established to integrate between Ministry of
Foreign Affairs of Republic of Indonesia (MOFA) with
Indonesian embassies overseas, Indonesian Ministries,
Institution, and Regional Agencies. This application system
was intended to deliver official notes or state documents in real
time, secure, and efficient.
Previously before the application was not developed, daily
MOFA received hundred of official notes or state documents
from around the world, embassies, another Ministries,
Institutions or Regional agencies, and this because Indonesian
government made one door policy where all official notes or
state document should be send only from MOFA to another
country and vice versa. All these documents need to be send to
the receiver manually using post, fax or email. This manual
process takes a lot of times and effort, causing problems like
the document arrived the next several days and made the
stakeholder cannot make decision right away, or the event
already done but the document has not been received, et cetera.
Later on 2015, SKIE was established by MOFA in accordance
with the foreign minister regulation no. 02 year 2016, article
962.C. This application reduce the problems by integrating all
related users. To keep accelerating and improving this
application, evaluation is needed.
Therefore we’re having this research question (RQ) which
is :
How is the application evaluation based on user perspective
on using SKIE application in MOFA ?
There are several models and frameworks regarding how to
evaluate e-government service success. COBRAS and e-
Govsqual are two kind of models which evaluate e-government
service success from user perspectives. COBRAS has 4 key
performance indicators or variables which are cost, benefits,
opportunity, and risk (COBRAS, 2014). E-Govsqual also has 4
indicators or variables which are efficiency, trust, reliability,
and citizen support. Each of indicators in both models has
several attributes which can be used to measure user
satisfactions when using the application (e-Govsqual, 2012).
COBRAS was modeled based on the studies which states that
e-Govsqual do not capture the full spirit of user satisfaction
because they ignore costs and opportunity aspects. Therefore
we evaluate the use of SKIE application in MOFA by
integrating evaluation attributes from COBRAS and e-
Govsqual.
II. THEORY
A. E-Government
There are many definitions for e-Government concept. The
United Nations, The Organization for Economic Co-Operation
and Development, and World Bank has defined e-Government
as the use of information and communication technologies
(ICT) that have the ability to transform relations with citizens,
businesses, and other stakeholders with the purpose to provide
better public services, democratic processes and strengthen
support in effective and efficient ways. The definition e-
Government varies from different organizations and scholars
but the idea is the same overall – using ICT to improve the
delivery of government (public) services to the users (citizens
(G2C), businesses (G2B) and other government agencies
(G2G)) [2].
B. E-Government Service Quality
One of the major needs of E-government is to prioritize
quality factors that are more attractive to citizens. The
development of e-government services has made citizens have
higher expectations and demand for e-government services that
are high in quality. It is important to identify and understand
the objectives and perspectives of e-Government from which
measurements must be done and its implementation and
significance. One of the exclusive benefits of quality models/
frameworks is the level of consideration to citizens’ demands
and perceptions. Based on these factors, a government can
improve its e-services [3].
Service quality in e-Government can be defined as users’
overall assessment of quality in the virtual context and serves
as one of the key factors in determining success or failure of e-
Government. The service quality has an impact both on
government and citizens [4]. The e-Government service quality
definition can be combined with e-service quality definition. It
can be concluded that government websites or portals must be
able to facilitate efficient and effective delivery of public
services to citizens. The term quality in the context of e-
Government is that quality is the extent to which user needs are
fulfilled when consuming public services through electronic
channels [2].
C. E-Government Service Quality (e-Govsqual) Framework
E-Government service quality (e-Govsqual) is a model
from the perspective of service that government provides.
Based on [2] e-Govsqual is an instrument that measures users
perceived service quality of e-Government sites. The model
involve the identification of the citizens’ various expectations,
demands and needs and their comparison with the services
offered [3]. The e-Govsqual model consisted of four
D. COBRAS Framework
dimensions (i.e. efficiency, trust, reliability, and citizen
support) [5] and 21 evaluation criteria across four dimensions
that can be measured [2], see figure 1.
Fig. 1. Conceptual Model of e-Govsqual
 Efficiency
Efficiency is derived attribute from dimensions ease of
use, functionality of the interaction environment, and
content and appearance of information. Efficiency
reflecting the ease of using the site and the quality of
information it provides
 Trust (privacy/security)
Trust consists of privacy and security and is defined as
citizens confidence to access e-Government websites
that are safe from the risk of danger or doubt during the
e-service process. Privacy consists of personal
information protection, not sharing personal
information with others, protecting anonymity and
secure archiving of personal data. Security is defined as
protecting users from the risk of fraud and ensuring that
the whole transaction is carried out the way it was
supposed to be. Security can be enhanced by encrypting
messages, by access control, by digital signatures and
by having procedures for acquiring username and
password [5].
 Reliability
Reliability can be defined as the citizen's confidence to
access e-government website concerning correct and
on-time delivery of the service. The term reliability
includes correct technical functioning (accessibility and
availability) and accuracy of the service. Accessibility is
a general term used to describe the extent to which a
system can be used by as many people as possible
without modification. The availability refers to the
extent to which a system can survive when there is a
failure, degradation or interruption on its service to the
citizen. It can also represent 24/7 accessibility to the
website, and a high loading and transaction speed [5].
 Citizen Support
Citizen support can be defined as the help provided by
the government to assist citizens in their quest of
information or during their transactions. This support
may consist of user-friendly guidelines, help pages, and
Frequently Asked Questions (FAQ) on the site [5].
 Cost
Cost can be divided into time and money. It is reported
as one of the most important factors in the use of e-
services. Time cost refers to access time (number of
attempts to find the requested service on the site) and
post-interaction time (time to receive confirmation of
submission or waiting time to receive the requested
service). Monetary cost includes authorisation cost for
authentication and registration with the site cost. The
availability of e-Government services suggested high-
quality and low-cost services. Therefore, e-Government
services will result in significant cost savings to
governments and citizens alike [2][6].
 Opportunity
Opportunity is presented by the environment or country
within which the e-service operates and grouped into e-
service support and technical opportunities. It arise
when citizen can realize benefits from the services
offered by e-government or online services compared to
using a conventional service. Citizens have the
opportunity to request and receive services at the time
and place as they wish rather than visiting government
offices is another opportunity of e-service support.
Technical opportunities can be described as access to e-
services from different facilities and devices at
convenient times and locations [2] [6].
 Benefit
Benefit items to the user are grouped into tangible and
intangible benefits. One of the challenges in such
evaluations is in having a proper evaluation, identifying
and quantifying of tangible and intangible benefits.
Tangible benefits represents saving time and saving
money, whereas intangible benefits include the quality
of information, service, and system [2][6]
 Risk Analysis for Satisfaction
In several e-service applications there is often a request
for user personal data / financial. The online sharing of
such data is hardly considered safe.
User personal / financial data can be misused either by
the organizations or by external third parties. Thus,
safety, trust and security are one side of risk in e-
Government services. The researchers [6] asserted in
their study that several literatures has mentioned about
categories of perceived risk such as financial,
performance, social, privacy,personal, and time risks.
The sources of financial risk include keeping records for
a long time, wrong payments that need correction,
asking for additional payments, and being easy to audit.
Performance risk involves data that can be intercepted
by hackers, incorrect submission meaning that more
documents or additional payment is needed and slow
service. Personal and privacy risks include safety of
personal information and fewer interactions with
people. Finally, the source of time risk includes the
 perception of e-government services as a waste of time,
and/or more training and help is needed.
E. Sistem Informasi dan Komunikasi (SKIE) Application
SKIE’s business process shown in figure 2 :

Figure 2 SKIE’s Business Process

SKIE users consist of 133 Indonesian embassies, 14

Indonesian Ministries and Institutions : Kemenko Polhukam,
Kemenko Maritim, Kemendagri, Kemenhan, Kemendag,
Kemennaker, Kementan, Kejaksaan Agung, BSSN, BAIS TNI,
BNP2TKI, Badan POM, KPU, Ditjen Imigrasi. SKIE’s
screenshot shown in figures below :
Figure 3 SKIE’s Official Notes Statistic
Figure 4 SKIE’s Inbox and Outbox
Figure 5 SKIE’s Input Page
III. RESEARCH METHODOLOGY
Some available methods such as e-Govsqual, SERVQUAL,
and IS Success model only counted for the e-Government
quality that includes some benefit and risk, but ignores cost and
opportunity aspects. Those models do not cover overall
customer satisfaction dimension. Therefore, there is a need to
improve the shortcomings of those models and propose an
assessment framework for evaluating e-government services
evaluation based on benefits, costs, and risks simultaneously to
users [6]. That’s why the methodology we used for user
satisfaction evaluation research are integrating COBRAS with
e-Govsqual.
Online survey was used to distributed questionnaire.
Interview with unit in MOFA who coordinate and maintain
SKIE also conducted to find out why MOFA need to build the
application and what is the goal of developing it. By gather the
answers from the questionnaire, we can find out whether the
goal has been reached so far and what aspects to be optimized.
3.1 Proposed Model
 We can see there are several variable from e-Govsqual 2. Employees give prompt replies to users' n/a
which are not available (n/a) in COBRAS variables, so we inquiries (E9).
decided in our proposed model that we try to integrate all those 3. Employees have the knowledge to n/a
variables shown in Table1 and figure 6 answer users' questions(E10).
4. Employees have the ability to convey n/a
trust and confidence (E11).

TABLE I. COMPARISON OF E-GOVSQUAL VARIABLES

WITH COBRAS VARIABLES

e-Govsqual variables COBRAS

Efficiency Dimensions Variables
1. This e-government site's structure is Benefits B2
clear and easy to follow.
2. This e-government site's search engine n/a
is effective (E1)
3. This e-government site's site map is Benefits B3
well organized.
4. This e-government site is well n/a
customized to individual users' needs
(E2).
5. The information displayed in this e- Benefits B8
government site is appropriate detailed.
6. The information displayed in this e- Benefits B16
government site is fresh.
Figure 6 Proposed Model
7. Information about field's completion in Opportunity O7
this e-government site is enough.
Trust Figure 6 shown the integration dimensions from COBRAS
with e-Govsqual. The attributes which aren’t similar with any
1. Acquisition of username and password n/a of COBRAS attributes will also be put as parts of attributes in
in this e-government site is secure (E3).
the questionnaire.
2. Only necessary personal data are Risk R1
provided for authentication on this e-
government IV. RESULTS AND ANALYSIS

3. Data provided by users in this e- n/a 4.1 Results

government site are archived securely
(E4). The main instrument that we used is questionnaire. There
are 62 attributes that used for indicator variables, Likert scale
4. Data provided in this e-government site n/a
are used only for the reason submitted
was used for variables measurement. There are five choices to
(E5). answer : Strongly disagree, disagree, neither agree nor
disagree, agree, Strongly agree. The weight of respondents
Reliability
answer shown at Table 2.
1. Forms in this e-government site are Cost time C11
TABLE II. THE WEIGHT OF RESPONDEN’S ANSWER
downloaded in short time.
Answer Point
2. This e-government site is available and Opportunity O4 and O5
accessible whenever you need it. Strongly Disagree 1
3. This e-government site performs the Cost time C12 Disagree 2
service successfully upon first request.
Neither disagree or agree 3
4. This e-government site provides Opportunity O5
services in time. Agree 4
5. E-government site's pages are n/a Strongly agree 5
downloaded quickly enough (E6).
6. This e-government site works properly n/a
with your default browser (E7) After collecting data from the questionnaire, the datas need
Citizen Support to validate, Product Moment Pearson on SPSS IBM V.23 was
used. Total users of SKIE application are 147 users, from the
1. Employees showed a sincere interest in n/a questionnaire that has been distributed we got 76 respondents
solving users' problem (E8).
which mean 51,7 % from total users.
 From 62 attributes 4 attributes (demographic question)
were excluded. All the 59 attributes have been tested (including
total points variable from likert scale), and the test result
showed : only 1 attribute that invalid (-0.005), and the rest of
datas are valid RTable 5%[76] > 0.227 , see figure 7.

Figure 7 Person Validity Test TABLE III. THE DEMOGRAPHIC RESULTS

User origin of the ministry or institution : Result

After all the variables being validated, we got the result Ministry of Foreign Affairs (Kementerian Luar Negeri) 59.2%
from integrating COBRAS variables with e-Govsqual variables
as follows : Indonesian Embassy 9.2%
National Cyber and Crypto Agency (Badan Siber dan 5.2%
A. Demographic Dimensions Sandi Negara)

Apart from the 58 attributes of the questionnaire contained Attorney General of Indonesia (Kejaksaan Agung RI) 3.9%
in several dimensions of the question, there are also 5 Ministry of Manpower (Kementerian Tenaga Kerja) 2.6%
additional questions that are more general. The demographic
profile of survey respondents shows that groups of internet Coordinating Minister for Political, Legal, and Security 2.6%
Affairs (Kementerian Koordinator Bidang Politik, Hukum,
users are very familiar with the use of e-government web (e- dan Keamanan)
service). The demographic measured based on 5 indicators
statement shows in table 3. Among the 76 respondents, 59.2% General Election Commission of Indonesia (Komisi 2.6%
Pemilihan Umum RI)
higher respondents were working for the Ministry of Foreign
Affairs, 9.2% were working for Indonesian Embassy, and other National Armed Forces of Indonesia (Tentara Nasional 2.6%
respondents from several ministries and institutions. The Indonesia)
90.8% respondents were male and 9.2% were female. A very Coordinating Ministry for Maritime Affairs (Kementerian 1.3%
large portion, 86.8% respondents were superior staff, while Koordinator Bidang. Kemaritiman)
13.2% respondents were working as staff; 84.2% respondents Ministry of Defense (Kementerian Pertahanan) : 1.3% 1.3%
has at least bachelor degree. The use of SKIE was heavy
Ministry of Communication and Informatics (Kementerian 1.3%
among respondents, 52.6% of the survey respondents visit Komunikasi dan Informatika) : 1.3%
SKIE site everyday, while 32.9% respondents visit the site at
several times a week. Ministry of Agriculture (Kementerian Pertanian) 1.3%
Ministry of Home Affairs (Kementerian Dalam Negeri) 1.3% Item Statistics
Mean Standard Deviation N
Directorate General of Immigration (Direktorat Jenderal 1.3%
C1 4.22 1.001 76
Imigrasi)
C2 4.36 .905 76
User Gender C3 4.33 .958 76
C4 4.34 .932 76
Male 90.8% C5 4.29 .877 76
Female 9.2% C6 4.32 .883 76
C7 3.96 1.160 76
User Position on Organization C8 4.16 .994 76
C9 4.12 .909 76
Superior 86.8% C10 4.22 .826 76
Staff 13.2% C11 4.08 .829 76
C12 3.58 .997 76
Number of Uses of The application C13 4.12 .909 76
Daily 52.6%
Several times on a week 32.9% C. Opportunity Dimension
Once a month 2.6% Opportunity dimension measured based on 13 indicators
statement :
Several times on a month 6.6%
1. The Frequently Asked Questions (FAQs) are relevant
Once a year 2.6% Opportunity (O1);
Several times on a year 2.6% 2. There is a chat service to staff who manage the
application (O2);
User Educational Background
3. I can share my experiences with other users (O3);
Bachelor 72.4% 4. The application can be accessed at any time (O4);
Master degree 11.8% 5. The application can be reached from anywhere (O5);
Senior high school 15.8%
6. The information needed for using the application is
accessible (O6);
B. Cost Dimension 7. The application points me to the place of errors, if any,
during a transaction (O7);
Cost dimension measured based on 13 indicators statement: 8. The application allows me to update my records
1. Using this system saved makes my time not wasted online (O8);
(C1); 9. The application can be completed incrementally (at
2. Using this system saved money (C2); different times) (O9);
3. The this system removes any potential under table cost 10. The application offers tools for users with special
to get the service (C3); needs (touch screen) (O10);
4. The this system reduces the bureaucratic process (C4); 11. The information is provided in different languages
5. The password and renewal costs of this system are (O11);
reasonable (C5); 12. The application provides a summary report on
6. The internet subscription cost is reasonable (C6); completion (O12);
7. This system reduces the official travel budget (C7); 13. There is a strong incentive for using the application
8. Only need a short time to access the system (C8); (O13).
9. It takes a short-time to upload to this system From using Cronbach’s alpha reliability test, concluded that
homepage (C9); by using this application there are some opportunity, but there
10. It takes a short-time to find my needed information are 2 indicators showed Mean < 3, O10 and O11, means that
(C10); the application is not yet support touch screen and not yet
11. It takes a short-time to download/fill the system provided with different language (table 5):
application (C11);
12. It takes less attempts to complete the system due to TABLE V. OPPORTUNITY DMENSION RESULT TEST
system breakdowns (C12); Reliability Statistics
13. It takes a short-time to acknowledge the completion of Cronbach’s Alpha Cronbach’s Alpha N of Items
the system (C13). Based on Standardized
From using Cronbach’s alpha reliability test, concluded that Items
by using this application reduce costs and time, all indicators .902 .907 13
showed Mean > 3 (table 4) :
Item Statistics
TABLE IV. COST DMENSION RESULT TEST
Mean Standard Deviation N
O1 3.62 .966 76
Reliability Statistics O2 3.66 1.053 76
Cronbach’s Alpha Cronbach’s Alpha N of Items O3 3.87 .943 76
Based on Standardized O4 4.34 .825 76
Items O5 3.99 1.172 76
.954 .957 13 O6 3.78 .988 76
O7 3.97 1.006 76
O8 3.58 1.099 76
O9 3.33 1.136 76 E. Risk Analysis Dimension
O10 2.84 1.255 76
O11 2.97 1.254 76 Risk analysis dimension measured based on 3 indicators
O12 3.87 1.112 76 statement :
O13 3.16 1.167 76
1. Personal data will not be used for other purposes
D. Benefit Dimension Risk (R1);
2. This application obliges me to keep a record of
Benefit dimension measured based on 18 indicators documents in case of future audit (R2);
statement : 3. Using this application leads to fewer interactions
1. This application easy to find (B1); with people (R3).
2. The application is easy to navigate (B2);I can share From using Cronbach’s alpha reliability test, concluded that
my experiences with other users (O3); this application safe to use, all indicators showed Mean > 3
3. The description of each link is provided (B3); (table 7) :
4. The application information is easy to read (B4);
5. The application is accomplished quickly (B5); TABLE VII. RISK ANALYSIS DMENSION RESULT TEST
6. The application requires no technical knowledge (B6);
Reliability Statistics
7. The instructions are easy to understand (B7); Cronbach’s Alpha Cronbach’s Alpha N of Items
8. The application information is well organised (B8); Based on Standardized
9. The drop-down menu facilitates completion of the Items
application (B9); .793 .798 3
10. New updates on the application are highlighted (B10);
11. The requested information is uploaded quickly (B11); Item Statistics
Mean Standard Deviation N
12. The information is relevant to my service (B12); R1 4.22 .793 76
13. The application information covers a wide range of R2 4.05 1.005 76
topics (B13); R3 4.04 .916 76
14. The application information is accurate (B14);
15. The application operations are well integrated (B15);
16. The application information is up-to-date (B16); F. e-Govsquals variables which aren’t cover by COBRAS
17. The instructions on performing application are helpful
Measured based on 11 indicators statement:
(B17);
Efficiency
18. The referral links provided are useful (B18).
1. Search engine on this system works effectively (E1);
From using Cronbach’s alpha reliability test, concluded that
2. The system is well customized according to user needs
this application is benefit to use, all indicators showed Mean >
(E2);
3 (table 6):
Trust
TABLE VI. BENEFIT DMENSION RESULT TEST 3. Username and password are stored securely (E3);
4. Data/documents are archieved safely (E4)
Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha N of Items
5. Data on this system is only used for the right reasons
Based on Standardized according to the business process (E5);
Items Reliability
.962 .965 18 6. Forms on the system can be displayed quickly (E6);
7. The system works well on my computer's default
Item Statistics browser (E7);
Mean Standard Deviation N
B1 4.39 .784 76
Citizen Support
B2 4.29 .813 76 8. MOFA gives attention for solving user problems (E8);
B3 3.89 .918 76 9. MOFA responds quickly to user transactions and
B4 4.26 .806 76 problems (E9);
B5 4.34 .825 76
B6 3.66 1.014 76
10. MOFA has sufficient ability to be able to answer user
B7 4.20 .783 76 questions (E10);
B8 4.20 .783 76 11. MOFA can be trusted regarding system security (E11).
B9 4.00 .849 76 From using Cronbach’s alpha reliability test, concluded that
B10 3.49 1.113 76
B11 4.08 .845 76
this application safe to use, all indicators showed Mean > 3
B12 4.28 .826 76 (table 8) :
B13 3.91 .912 76
B14 4.20 .849 76 TABLE VIII. COBRAS WITH E-GOVSQUAL INTEGRATION RESULT TEST
B15 4.20 .800 76
B16 4.03 .848 76 Reliability Statistics
B17 4.18 .860 76 Cronbach’s Alpha Cronbach’s Alpha N of Items
B18 3.97 .864 76 Based on Standardized
Items
.924 .933 11
 Item Statistics is still no survey or study regarding user satisfactions and
Mean Standard Deviation N benefits of SKIE so far so they don’t know whether user’s
E1 3.95 .922 76 issues about the difficulties in sending information inter-
E2 3.88 .879 76
E3 4.36 .844 76
organizationally are solved by using SKIE. Based on our
E4 4.29 .846 76 evaluation, the use of SKIE is in line with MOFA’s SKIE team
E5 4.30 .817 76 expectations especially in terms of the dimensions which
E6 4.24 .814 76 COBRAS and e-Govsqual have.
E7 4.68 1.086 76
E8 4.29 .861 76
E9 4.22 .873 76 V. CONCLUSIONS
E10 4.25 .819 76
E11 4.49 .757 76
VI. LIMITATIONS
Until now, SKIE is used by only 14 government
The graph below showed a stable chart from respondents organizations though all 133 Indonesian Representatives Office
answer on all dimensions and variables (B1-B18, O1-O13, C1- overseas use it, so the number of user we surveyed is not that
C13, R1-R3, E1-E11). It showed percentage around 70%-90% much. We can’t get all of the 133 Indonesian representatives
from 54 variables. Only 4 variables showed under 70%. because of the limitations of time and place.

Figure 8 User evaluation percentage from questionnaire answer.
4.2 Analysis
Based on the results from each variables in COBRAS and
e-Govsqual, we know that the use of SKIE is beneficial for
them in terms of reducing cost both time and money, secure,
and admirable because of the opportunity given by the
applications.
Because COBRAS doesn’t cover all the attributes in e-
Govsqual, we also evaluate the attributes in e-Govsqual which
aren’t cover in COBRAS. By evaluating those attributes we
can find that the support provided by MOFA is helpful enough
since the mean score for the attributes of it is around 4.2-4.4.
Other attributes which evaluating system’s search engine
effectiveness, customization, user data and password security,
and user convenience in using the systems also have mean
score more than 3.8 which means that users are satisfied
enough with the system based on e-Govsqual attributes.
Aside from the questionnaire that we’ve spread, we also
interviewed 3 people who are in charge of coordinating the use
of SKIE between MOFA and other agencies. We interviewed :
1. Division Head of Communication System, 2. Coordinator of
SKIE, and 3. Administrator System for SKIE. From them we
can gather several information regarding the goal of
developing MOFA and what are the obstacles they are facing
when implementing and operating it. The obstacles they face
when implementing and operating SKIE are : 1. There is still
no regulations regarding the use of SKIE, 2. SKIE still need to
work together with National Cyber and Cypher Agency (Badan
Siber dan Sandi Negara BSSN) to send secret informations, 3.
SKIE still need to approach several organizations to enable
them about the use of SKIE so they want to use SKIE, 4. There
A. CONCLUSIONS
In conclusion, the use of SKIE is beneficial for user
because the users are agree with all of the variables we
evaluate. The variables from COBRAS integrated with e-
Govsqual we evaluates are whether SKIE is beneficial enough
for their work, less risky, reduce cost and not time consuming,
and in line with the opportunity. Other e-Govsqual variables
which are whether MOFA team is supportive enough for
helping the user of SKIE, whether the data in the system is safe
enough, and whether the system is convenience enough are
also measured and having score more than 3.8 in average.
In literature also said that e-Govsqual and COBRAS
usually measure a Government to Citizen applications (G2C)
but in this study we use it for Government to Government
(G2G) application. Turns out that the attributes are reliable and
valid enough for measure or evaluate G2G application.
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