DIGITAL COMMUNICATION STRATEGIES OF SURAKARTA CUSTOMS OFFICE IN ACHIEVING CUSTOMS AND EXCISE RECEIPTS DURING COVID-19 PANDEMIC

Abstract

Pandemic Covid-19 outbreak has been as a catalyst for digital change. Every company process must be optimized for information technology in order to meet the challenge of digitalization. Technology-based services and information are being developed by Customs to assist service users. Digital services are being developed primarily to make customs and excise business processes easier for service users. This study aims to analyze the digital conucuation strategies in the Surakarta Customs Office in Pandemic Covid-19. The method used is qualitative dexriptive with data collection techniques for observation and interviews. The results showed that communication strategies for the Workplace in Surakarta is to encourage and welcome service users to move from face-to-face contacts to online interactions, the contents of the message should have persuasive and educational features, and describing the manner of usage of SPIKE, SIANDRU, and SIPINTER application services. Surakarta Customs Office began to engage with the public by using social media such as Facebook, Instagram, Twitter, and YouTube. The satisfaction of the highest service consumers happened in 2021 which was 4.45 points from a maximum score of 5 points. Realization customer satisfaction in 2020 surpassed the aim by 0.15 points from the target of 3.90 points.

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