S

ocial media have long been popular among Indonesians. A survey shows that Indonesians are among the world's biggest users of social media sites, particularly Facebook and Twitter. The widespread use of smartphones and (cheap) access to the Internet have further strengthened the popularity of social media in this country.

The business community has realized the effectiveness of social media and has taken advantage of it to reach out to as many customers and potential buyers as possible. So have people in government who need to disseminate information about their programs.

As soon as President Susilo Bambang Yudhoyono announced his Twitter account @SBYudhoyono to the public, Presidential Working Unit for Supervision and Management of Development (UKP4) head Kuntoro Mangkusubroto said on Thursday that his office would use such tools to receive feedback on the delivery of public services.

In cooperation with the Jakarta administration, the UKP4 opened SMS center 1708, email (lapor@ukp.go.id) and Twitter account (@lapor_ukp4) to facilitate two-way communication between government officials and the public, particularly in Jakarta. The new facilities will add to those already utilized by the Jakarta administration.

Social media, as an outcome of the information technology revolution, has eliminated communication barriers that separated government officials and the public. Not only do social media bring the two closer, but they also advance transparency and accountability on the part of the government. For the general public, the new media enable them to express their expectations and grievances concerning public services.

Despite the sweeping reform initiated in 1998, bureaucracy, both in central and regional governments, has not changed a lot in the eyes of the public. Reports of rampant corruption involving government officials ' mostly in the procurement of goods and services ' indicate resistance to transparency and accountability from within the bureaucracy, regardless of annual salary increases.

Therefore, the use of social media by certain government institutions is considered significant progress that will hopefully lead to behavioral changes within the bureaucracy. The UKP4 could further expand its services to other regions across the country, perhaps by emulating what Jakarta has attempted to ensure delivery of public services.

Some of the reports sent to government email and Twitter accounts are perhaps erroneous, but that's what verification is for. Government officials bear the responsibility of following up on reports and coordinating with law enforcers if a criminal offense is involved.

Without any follow-up, the government report center would prove to be of no use and would increase public skepticism about the government's commitment to improving public services and promoting good governance.

This newspaper on Wednesday reported the disappointment of a Transjakarta passenger who sent a complaint to the bus operator's Twitter account @BLUTransJakarta but failed to receive a satisfactory response. Meanwhile, a regular commuter train passenger said he relied on operator's Twitter account @CommuterLine for up-to-date information on train services, including schedules.

Information and communication technology gives the government ample opportunity to boost public services, which in turn will restore public confidence. First and foremost, the government's initiative to make full use of social media deserves plaudits, but it must be realized that people will expect prompt and timely responses to their complaints.