The year 2024 witnessed how citizens and the government synergized through the Citizen Relations Management (CRM), a system connecting citizens' complaints to real solutions. Reports came in, ranging from potholes, and broken streetlights, to waste management issues. But numbers alone are not enough to depict the story behind this journey. This article summarizes our collective efforts—a more responsive Jakarta, because every report matters.

Jakarta in Numbers: CRM Statistics 2024

Throughout 2024, the CRM system recorded a total of 185,852 reports from citizens, with active participation from 41,528 reporters spread across various regions in Jakarta. On average, 508 reports were received daily, reflecting the public's high trust in CRM. May 14, 2024, marked the day with the most reports, with 800 reports from 434 reporters.

Of the total reports received in 2024, 96.8% or 179,932 were successfully resolved.

Taking a closer look, here is a detailed overview of the incoming reports:

Location-based Reports

The map above is the Location-based Report Map Based on Geotagged & Non-geotagged Kelurahan (Subdistrict). This map provides transparency and ease for citizens to understand the distribution of reports in each area.

The map shows that in 2024, the Duren Sawit Subdistrict recorded 2,026 reports received via the JAKI app, while the Pondok Labu Subdistrict received 7 reports submitted directly to the Lurah (village head) office. In the Gambir Subdistrict, 541 reports were received via the official Twitter account @dkijakarta. For complete data on the number of reports per subdistrict, visit the location-based report map available on the Citizens Relations Management Dashboard at this link.

Top 10 Report Categories

Issues related to roads dominated with a total of 26,014 reports, reflecting the public's major concern about transportation infrastructure. This was followed by the tree category with 19,683 reports, which generally dealt with the handling of fallen trees or pruning to prevent hazards.

Illegal parking was also a significant issue, with a total of 19,152 reports, emphasizing the importance of traffic order in public spaces. In addition, the waste category recorded 16,619 reports, signaling residents' awareness of environmental cleanliness. Complaints about disturbances and noise reached 10,663 reports, while complaints about government building facilities, such as schools and government offices, amounted to 12,481 reports.

Reports in other categories, such as electrical networks (9,522 reports), illegal street vendors (9,000 reports), smoking-free zones (8,090 reports), and traffic flow (6,984 reports) also highlighted various urban issues that garnered public attention throughout 2024.

Reporting Channels Used

As for reporting channels, the JAKI app became the most used platform, with a total of 174,147 reports from 36,870 reporters. Twitter @dkijakarta came in second with 3,800 reports from 1,170 reporters, followed by WhatsApp/SMS 0811272206 (2,802 reports, 1,145 reporters), email dki@jakarta.go.id (2,740 reports, 1,292 reporters), and LAPOR 1708 (833 reports, 340 reporters).

Other reporting channels also played an important role, such as the Pendopo Balai Kota, which recorded 649 reports from 394 reporters, Facebook Pemprov DKI Jakarta with 380 reports from 171 reporters, and reports received through the personal social media accounts of the Governor/Deputy Governor with 16 reports from 4 reporters. Additionally, there were channels like Aspirasi Publik Media Massa, which received 252 reports from 4 reporters, the Lurah office with 134 reports from 104 reporters, the mayor's office with 92 reports from 81 reporters, the subdistrict office with 6 reports from 6 reporters, and the inspectorate office, which received 1 report from 1 reporter.

These numbers reflect the success of the CRM system in providing inclusive and responsive communication channels, ensuring that every report from the public is received and followed up appropriately. Moreover, citizens have utilized all available communication channels to contribute to addressing urban issues.

Behind the CRM: When Citizens and the Government Collaborate

Behind the numerical achievements of the CRM system in 2024, there are real contributions from citizens who reported various issues in their neighborhoods. Each report is not just data but a manifestation of care and collaboration between the community and the government in creating positive change in Jakarta.

One story comes from Naila Salsabila, a student at SMAN 108 Jakarta, who utilized the CRM system to address her complaint about a pile of garbage in her neighborhood.

"With the integration of reports in the CRM system, issues like violations that bothered me and the people around me, such as garbage piles and illegal parking, have been resolved," said Naila.

Another story came from Sofi, a Jakarta resident, who reported a pothole that had previously endangered drivers.

"There was a rider who fell because of a pothole. So, we immediately reported it to JAKI, one of the complaint channels integrated into CRM. The next day, the government responded, and the hole was fixed," said Sofi.

In addition to these stories, appreciation for the Cepat Respon Masyarakat system has been voiced widely through social media. In a comment on Instagram @cepatresponjakarta, @robertbarat praised the JAKI feature that allows reporters to monitor the progress of their reports.

Meanwhile, praise for the Cepat Respon Masyarakat system came from @kisakukisamu's account, highlighting the swift response times.

Not only to the system, but appreciation was also directed to the officers, both those receiving reports and those following up on them in the field, as expressed by @lotsohh.

These stories prove that active citizen involvement is heard and responded to with tangible actions.

Let’s Make Better Use of CRM!

The achievements of the Citizens Relations Management system throughout 2024 are inseparable from the active role of citizens who reported various issues in their neighborhoods. However, no matter how advanced the technology and systems are, CRM cannot function optimally without solid collaboration between the community and the government.

Every report is a small but significant step in making Jakarta a better city. Therefore, let’s continue reporting any issues Smartcitizens encounter through the 13 official reporting channels! For more information on how the CRM system works, you can visit the social media @cepatresponjakarta and the website crm.jakarta.go.id.