Jakarta, a city brimming with diversity, constantly grapples with an array of challenges. There are aspects that cause discomfort among its populace and necessitate attention. Therefore, CRM or Citizen Relation Managementis here to facilitate the follow-up of these issues. CRM integrates 13 complaint channelsto report problems in Jakarta and resolve them efficiently.

In July-September 2023, CRM received various reports from the residents of Jakarta. Below is the complete data of reports followed up by CRM.

Numbers of July-September 2023 Citizen Reports 

All reports submitted by the public undergo a confirmation process before being forwarded to the OPD or Regional Device Organization responsible for addressing the reports. Then, the Government Bureau (Biro Pemerintahan) verifies the follow-up after it has been handled properly. The following is the amount of data received by the CRM system in July-September 2023:

• Reports:
• July: 15,123
• August: 15,644
• September: 13,999

Total reports: 44,766

• Citizen Reporters:
• July 2023: 5,067
• August: 5,273
• September: 5,251

Total citizen reporters: 12,429

It can be concluded that there were 44,766 reports received from 12,429 reporters in Jakarta.
 

Data for July-September 2023 from CRM

Source: crm.jakarta.go.id/data-bulanan

CRM will consistently follow up on issues reported by residents. The responsible OPD promptly handles the reports to ensure their resolution. Here is the data on report resolution for July-September 2023:

• Reports resolved: 14,823 or 98%
• Resolution time: 95 hours or four days

Data for July-September 2023 reports that have been resolved

Source: crm.jakarta.go.id/data-bulanan
 

Residents can report problems in various categories. Currently, the focus of attention is on roads. Citizens reported various road problems, from potholes on the sidewalks, parked vehicles that disturbed the public road, and even inconvenience due to blacked out street lights. Potholes on the roads or sidewalks can occur due to age or rain. So, the government will always be willing to handle this kind of problem. Violations committed by other citizens will be followed up firmly. Here are the five most popular report categories for July-September 2023:

1. Roads (Jalan): 4,809 reports