Smartcitizen, have you ever dreamed that all the problems in Jakarta would be completely resolved? Since 2016, the Jakarta Provincial Government has tried its best to make this happen through Rapid Community Response (CRM).

CRM is an integrated system in the form of mobile application and web that can be used by Provinces (Offices, Agencies and Bureaus) as well as City Administration areas (Sub-district, District, and Sub-Department) to follow up the citizens’ reports more efficiently. The reports obtained by the officers could come from 14 official complaint channels belonging to Jakarta Provincial Government, namely: 

1. JAKI,
2. Twitter @dkijakarta;
3. Facebook Pemprov DKI Jakarta;
4. E-mail dki@jakarta.go.id;
5. Media sosial Gubernur;
6. SMS via 08111272206;
7. Web jakarta.go.id;
8. Kantor Kelurahan;
9. Kantor Kecamatan;
10. Kantor Walikota;
11. Pendopo Balai Kota;
12. Kantor Inspektorat; and
13. Lapor 1708. 

Not only does CRM make it easier for officers to follow up the report, it can also make it easier for you as a Jakarta citizen to monitor the progress of your submitted reports.

Even though CRM was released five years ago, the Jakarta Provincial Government is still seriously developing this service. It is proven with the latest version of CRM, Fast Community Response v2.0. Then, what are the features available in CRM v2.0? What are the differences with the previous version? Let’s read the explanation down below! 

CRM v2.0 Features and Its Updates

Basically, the CRM v2.0 functions are still the same as the previous one, so there are no significant changes. The changes exist in this new version of CRM are designed to further support the ease of officers in following up the reports. What are the features of CRM v2.0? Here is the list: 

• Performance Progress;
• Follow-up Reports;
• Assistance Tickets;
• Tickets & Archives.

In addition, there are 2 new features in CRM v2.0, namely:
 

• Follow-up Validation;
• Follow-up Verification.

So that you can have a clearer picture of the new features in CRM v2.0, now let’s read the explanation of the features one by one!

Performance Progress Feature 

In this feature, officers can see the number of incoming reports and their respective status. As seen in the figure, CRM v2.0 shows more report status than CRM v1.9.15, so that the citizen reports status are more detailed. The status is also differentiated based on color to make it more clear and attractive. In addition, officers can also check the score of other SKPD/UKPD/regions through this feature.
 

     CRM v1.9.15 CRM v2.0

Follow-up Report Feature 

This feature is used by officers to view and select reports before following up on them later. In the Follow-up Report Feature of the previous CRM version, geotagging and non-geotagging reports were available at different pages. Meanwhile, in the latest version of CRM, all incoming reports are displayed on the same page. If the officer wants to see certain reports, he/she only needs to type keywords, channel name, or report date in the search feature. The desired report will immediately appear! 
 

     CRM V 1.9.15   CRM V 2.0

Assistance Tickets Feature 

What if the incoming reports cannot be followed up because it is not as it should be? Well, this is what the Ticket Assistance feature is for. The officer can choose one of the 4 types of assistance tickets that fits the report, namely Move to Another Sub-District/SKPD/UKPD, Community Appreciation, Unclear Report, or Not Found Report. 

There are no significant changes to this feature. However, if you pay more attention, in CRM v1.9.15, Estimated Completion Time (EWS) is a type of assistance ticket. Meanwhile, it is not on the latest version. Because, the EWS reports still can be followed up, it just takes longer to do. In addition, there are also minor changes to the menu appearance, like the addition of icons for each type of assistance ticket.
 

         CRM v1.9.15           CRM v2.0

Tickets & Archives 

All reports that have been followed up by officers will be displayed in the Tickets & Archive feature. Similar to the Follow-up Reports feature, the Tickets & Archives feature in CRM v1.9.15 displays geotagging and non-geotagging reports on different pages. Now, in the Ticket & Archive feature of CRM v2.0, all reports that have been followed up by officers, both geotagging and non-geotagging reports are on the same page. To view certain reports, officers only need to use the search feature.

         CRM v1.9.15           CRM v2.0

Follow-up Validation 

This is one of the new features of CRM v2.0. In CRM v.19.15, the follow-up  process for a report will end at the Service/District before the report is notified that the report has been followed up. However, sometimes the follow up done by the officers is not in accordance with the willingness of the reporter. For this reason, CRM v2.0 is equipped with the Follow-up Validation feature. After the report has been followed up by officers, the Governance Bureau will use the Follow-up Validation feature tocheck and validate the officers’ follow-up to citizen reports. 

Follow-up Verification 

This feature is another new one in CRM v2.0 which is used when it is necessary to visit the field in order to check the follow-up reports. If the conditions in the field do not match the results of the follow-up reported by the officer, the Bureau of Administration may be able to reject the follow-up report. This means that the officer’s work on the citizen report has not yet completed and should be re-followed up. 

That’s all the glimpse of Fast Community Response v2.0 which has already been released to help officers solve problems in Jakarta more efficiently. For those of you who are Jakarta citizens, let’s report the city problems via JakLapor feature on JAKIor other official complaint channels! You can also monitor the report progress through the CRMportal to create a better Jakarta.