Implementing Emergency Call Center 112 Based on Communication Strategy in Siak Regency

Abstract

Advances in information technology have encouraged governments to optimize e-government-based public services, including emergency services through Call Center 112. This study aims to analyze the communication strategies of the Siak Regency Communication and Information Agency in implementing Call Center 112 as an emergency service and to identify factors affecting its effectiveness. The research employs a qualitative method with a case study approach. Data were collected through in-depth interviews, participant observation, and documentation, and analyzed using Miles and Huberman’s interactive analysis model with source triangulation to ensure data validity. The results show that communication strategy planning has been carried out systematically and integrated with the Siak Regency Smart City Master Plan. The strategy is implemented through structured service mechanisms and the use of conventional, electronic, digital, and social media to disseminate information to the public. However, the effectiveness of Call Center 112 is still constrained by low public literacy, frequent prank and ghost calls, limited coordination among regional government agencies, and insufficient budget support. Program evaluation indicates that although evaluation mechanisms are supported by data and technology, strengthening communication strategies, improving public digital literacy, and enhancing cross-agency integration remain necessary. This study concludes that effective communication strategies play a vital role in realizing responsive, efficient, and sustainable emergency services.