CRM Data: 13,156 Reports Completed in March 2021 Through Citizen-Government Collaboration

There are various problems faced by Jakarta residents, especially in the midst of pandemic. In order to solve those problems, Jakarta Government provides Citizen Relation Management (CRM) as an innovation to follow up public complaints regarding non-emergency problems that occur in Capital City of Jakarta.

JAKI with JakLapor feature is the most favorite channel for Jakarta residents

In order to ensure residents' complaints are listed in CRM system, there are 14 complaint channels related to damaged roads, street lights, damaged park facilities, crowded people without masks, and others. Those complaint channels are Jakarta Kini (JAKI), Qlue, Balai Warga website (jakarta.go.id), Facebook (Pemprov DKI Jakarta), Twitter (@DKIJakarta), lapor 1708, e-mail (dki@jakarta.go.id), SMS (08111272 206), Jakarta Inspectorate Office, Sub-districts, Urban Villages, Pendopo Balai Kota, Mayor Offices, Governor and Vice Governor's personal social media accounts. Complaints will be processed in CRM system and followed up by officers.

Number and Percentage of Completed Reports

1,788 Trees in West Jakarta Pruned

According to data from Jakarta Smart City in March 2021, there were 13,312 reports from 5,314 reporters that listed in CRM system. As many as 98.83% or 13,156 of total reports have been completed. It shows that almost all reports that have been submitted have been completed quickly. While the average time to complete those reports is 26.85 hours (as diagram attached in this article).

Based on the diagram attached, other reports that haven't been resolved are due to 'in progress' status which means the reports are being transferred to other relevant regional apparatus organizations (OPDs) that are more suitable to solve the problems, or still in coordination stage or waiting list. Trend reports per day can be seen in the attached diagram.

From number of reports submitted per day to CRM system, there are 411 reports a day in average in March 2021, with highest reports on March 3, 2021 with 536 reports. The diagram above showed that before declining into 327 reports on March 20, the trend increased from March 13 with 368 reports, then peaked up to 514 reports on March 17.

The Most Used Complaint Channels

From 14 complaint channels, JAKI is the channel with highest number of reports in March with 6,675 reports (50.14% of total reports). Second is Qlue which is widely used by Jakartans. It shows that Jakarta residents prefer to use mobile-based application with all its practicality. It gives a good impact on officers who handle reports in Jakarta. Because complaint channel in form of mobile application has geo-tagging feature that can show the exact location where the problem occurs and camera feature that can provide an overview of the reported complaint.

"JAKI with JakLapor feature is the most favorite channel for Jakarta residents. This is also proven by the success of JAKI in becoming champion project in World Competition WSIS Prizes 2021 which held by United Nations," said Yudhistira Nugraha, Head of BLUD Jakarta Smart City, as quoted from Jakarta PPID Press Release.

What is The Most Reported Categories in March 2021?

There are various categories in public complaint reports in complaint channels. Most reported problem is in category of Security and Order Disturbance with 2,137 reports which taking up 21.77% of total reports. While the top five categories which reported the most are categories of Illegal Parking, Social Assistance, Garbage, and Roads.

One problem included in Security and Order Disturbance category is crowd of people without masks in the midst of Covid-19 pandemic. Residents' active participation shows that Jakartans want to reduce Covid-19 spread in Jakarta.

Which Regions Send the Most Reports?

From CRM data in March 2021 which managed by Jakarta Smart City, East Jakarta is the area with most problems reported with total 689 reports. Then followed by South Jakarta (638 reports), West Jakarta (402 reports), Central Jakarta (363 reports), and North Jakarta (218 reports).

Besides, there are also data about which urban village that completed the most reports in CRM. The top five urban villages that completed most reports are Bukit Duri (86 reports), Gambir (85 reports), Kelapa Dua Wetan (70 reports), Cibubur (63 reports), and Pondok Bambu (44 reports).

Although those urban villages are managed to be in top ranks of solving problems reported in CRM, but in average, Kenari, Baru, Kembangan Selatan, Cakung Timur, and Rawa Terate Urban Villages are the fastest urban villages in completing the reports.

Invitation to Continue Collaboration Between Citizen and Government

"Citizen Relation Management (CRM) is an innovation to solve all non-emergency problems in Jakarta. It provides complaint channels that are connected to CRM platform is a proof that Jakarta Government keeps trying to fix various city problems that can be monitored in real time by residents," he explained.

Moreover, complaint channels reports prove that citizen's participation is really needed to build a better Jakarta together. It is hoped this two-way communication channel can continue to be established to create a developed and collaborative city.