Jakarta to Improve Quality of Handling Resident Complaints

The Jakarta Provincial Government is committed to thoroughly following up on reports or public complaints regarding problems in the field through a system called Rapid Response Community (CRM) application.

By the system, we have prepared the name CRM

CRM is an integrated system in the form of a mobile and web application that can be used by the Jakarta Regional Apparatus Organization (OPD), including apparatus at the urban village and sub-district levels to follow up on resident reports more efficiently.

The CRM application houses 13 official complaint channels owned by the Jakarta Government which have been running so far. By doing so, resident complaints are directly distributed to related agencies for further action.

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Jakarta Communications, Informatics, and Statistics Agency (Diskominfotik) Acting Head, Raides Aryanto said CRM makes time coordination and problem solving more efficient with effective results.

Through Jakarta Smart City and Jakarta Governance Bureau (Tapem), the agency continues to measure the level of completeness of reports or complaints received to maintain the quality of service to residents.

"By the system, we have prepared the name CRM. What we need to do now is how quickly respond to complaints or reports from the public and follow up until they are complete. This concerns the public interest," he expressed, Wednesday (12/7).

Jakarta Smart City Head, Yudhistira Nugraha explained the quality of completeness of complaints continues to be improved, as the CRM system only accepts photo-based before and after reports. It needed factual validation to ensure that problems in the field were handled thoroughly.

"There is indeed some homework that we have to complete in terms of completeness and quality of follow-up. This is our challenge because of the many complaints we receive in the field," he explained.

He added CRM is currently built with a system that has improved and added validation and verification features. This feature is here to review the follow-up work of officers at the problem location until it is finished as expected by the reporting residents.

It was certain to provide benefits for the people of Jakarta in order to ensure that the problems complained of were followed up as well as possible. It was also proof of OPD's transparency in completing reports through a tracking system on the resident complaint channel.

"We are about to monitor the possibilities that might be misused as well as measure the quality of completeness. We have to make sure on the field it is finished or not," he stated.