City Provides More Public Complaint Channels

This innovation is also applied to measure Jakarta Government apparatuses' performance

Jakartans now can report or submit complaints directly to city government officers not only through Qlue application, but also other 11 complaint channels which are integrated with Citizen Relation Management (CRM).

Jakarta Governor, Anies Baswedan expects additional complaint channels can help city government apparatuses to be more informed with citizens' problems regarding infrastructure, traffic violation, and others.

Apparatus Heads must Be Responsive to Citizen Complaints

"Citizens can reach us at our official twitter @DKIJakarta, Facebook account of Pemprov DKI Jakarta, via SMS to 0811127206, Balai Warga website at http://jakarta.go.id, Lapor call center at 1708, and our email at dki@jakarta.go.id," he mentioned, Thursday (3/28).

Besides, citizens can also report to local government offices such as in urban village, sub-district, City Hall Pavillion, inspectorate, or sending letter to the related institutions.

"This innovation is also applied to measure Jakarta Government apparatuses' performance in giving service and following up resident's reports, complaints and proposals since all the progress are recorded," he expressed.

In the future, his side ensures to strengthen monitoring and complaint systems which are integrated with CRM and conduct community satisfaction survey regularly. Thus Jakarta Government knows exactly the citizens needs and things that should be done.

"We plan to do satisfaction survey for all communities elements per three months," he added.

Jakarta Communication Informatics and Statistics (Kominfo) Department Head, Atika Nur Rahmania stated, her side only adds several reporting channels and make them all integrated.

"It still uses the same system. CRM is used to manage the report process to be more efficient and ensure the reports to be followed up less than 12 hours," she added.