Smartcitizen, did you know? The Jakarta Provincial Government’s Citizen Relation Management (CRM) system during January 1-December 31, 2022, on average resolved more than 9,000 problem reports each month, with a completion percentage rate of over 95%. This makes the integration of 13 complaint channels with the CRM system facilitate the existing bureaucratic process so that coordination between Regional Apparatus Organizations (OPD) becomes shorter, handling complaints becomes more effective and efficient. Equipped with a report tracking feature, you can also easily see how far the progress has been handled and where through the JakRespons feature on JAKI and the crm.jakarta.go.id website.

In 2022, road problems became the most reported category by the community with a total of 15,056 reports and as many as 111,133 reports came from the JakLapor feature on JAKI, making it the main channel for residents to report problems in Jakarta. Entering 2023, the DKI Jakarta Provincial Government is committed to continuously improving the quality of public complaint services. Then how is the follow-up of reports during January? Let’s find out more.

Follow-up & Report Categories

In handling reports, the CRM system has several steps before the report is finally followed up. Public reports will be received and confirmed, then coordinated to the Regional Apparatus Organization (OPD) and related officers who are finally followed up by officers. The report is declared complete after being verified by the Government Bureau.

At the beginning of 2023, the DKI Jakarta Provincial Government received 14,233 community reports through the CRM system. The data was obtained from January 1 to January 31, 2023 with a completion percentage of 96.1% or as many as 13,671 reports have been resolved.

Of the various reports, road problems became the largest category with the number of reports reaching 2,171 reports. This was followed by the Security and Peace Disturbance category with 1,412 reports. Then there is a category prone to falling trees with 1,344 reports.

Citizen Testimonials

In handling your report, there are several stages that are passed until the report is finally followed up. This makes it take time to be processed. To maintain the quality of complaint services, the Government Bureau has the authority to verify the results of the follow-up report. How is the process time and quality of the follow-up? Is it too long and in accordance with expectations?

Several people conveyed their impressions after reporting to various complaints channels. One of them is Daniel Giovanni, a 24-year-old man who works as an insurance consultant and lives in the Kebayoran Lama area, South Jakarta, expressing his experience reporting problems through JakLapor. “I often use JakLapor to report many things, such as garbage, roads, and others. I once reported about an excavation that jammed the road and was responded to in just a few days with a clear explanation. The progress is really good and the results are good too, so it’s clearer,” explained Daniel.

Another impression of reporting problems was conveyed by the @kuruukara Instagram account about illegal parking problems. “I once reported illegal parking near my house, because there were so many vehicles parked that it was really difficult to enter the house. Every report is always handled by Dishub officers quite quickly,” he said. He then added, “the report clicks on private/confidential reports to be safe.”

Well, here’s about the CRM report follow-up process during early 2023, more precisely in January. Basically, the DKI Jakarta Provincial Government cannot be alone in making Jakarta even better. Collaboration is needed from various parties such as the community to help make it better. By reporting through JakLapor on JAKI or 12 other complaint channels, you can make a change with just one touch.

Stay tuned to CRM’s social media for the latest information about the reporting system or the performance of the officers.