JakLapor, Application for Resident Complaints Wins Champion Project at 2023 WSIS Prizes

Jakarta Smart City (JSC) won another international award at the 2023 World Summit on the Information Society (WSIS) Prizes. It is an annual world competition held by the International Telecommunication Union (ITU), an agency of the United Nations (UN). The award was directly received by Bonifasius Wahyu Pudjianto, Director of Information Empowerment at the Ministry of Communication and Information Technology, in Geneva, Switzerland yesterday.

This award is due to the direction of Jakarta Acting Governor Heru Budi Hartono

JakLapor: Privacy-Preserving Online Public Complaint Application was selected as Champion Project in category C5: Building Confidence and Security in the use of ICTs. JakLapor is one of the mainstay features in the super-app owned by Jakarta Provincial Government, Jakarta Kini (JAKI). This innovation provides convenience and comfort for the people of Jakarta to report all the problems of their city.

For three years in a row (from 2021, 2022 to 2023), the Jakarta Communications, Informatics, and Statistics Agency (Diskominfotik) representing Indonesia has received this prestigious world-class award. JakLapor's innovation from Jakarta Smart City is one of four Indonesian representatives who won the Champion Project. The other three are BAKTI Inclusive Digital Ecosystem Actions or SDG from the Kominfo Telecommunications and Information Accessibility Agency, Madiun ICT Literacy Driving Village from Pandan Arum Community Information Group, and The National Public Service Complaints and Management System from Ministry of Communication and Informatics.

JPS: Heru Has Big Attention to Optimizing Public Services in Jakarta

"This award is due to the direction of Jakarta Acting Governor Heru Budi Hartono in improving the quality of public complaints, where JakLapor is one of complaint channels for CRM (Quick Response Community) System," expressed Jakarta Diskominfotik Acting Head and JSC Head, Yudhistira Nugraha, as quoted by Jakarta PPID's press release.

"Following up on public complaints is not only a matter of digitalization in the delivery process through existing channels but also interaction with officers through the City Hall Pendopo complaint service down to urban village level. It proves the high commitment of the leadership and all levels of Jakarta Government in city management, especially in solutions to the challenges and problems of its residents. Jakarta will continue to innovate to become a global city. Success Jakarta for Indonesia," he added.

JakLapor: Keep Privacy, Send Complaints So it's Safe

JakLapor exists as a complaint channel for people who place data security as a top priority, by implementing the Privacy by Design principle. Thus, the system pinned in JAKI application will not store and use the reporter's data, thus the identity of the reporter is kept confidential, even from officers.

Aside that, the JakLapor feature also adopts the Privacy by Default principle. It means that the basic settings on JakLapor have been made in such a way that users automatically report privately. Except, if the user wants to make their report public, to get support from other users who have similar problems. This privacy innovation at JakLapor is a form of implementation of the Personal Data Protection Law No. 27/2022, which was ratified in September 2022.

By using JakLapor which is integrated into the Rapid Response Community (CRM) system, complaints sent by residents can be resolved properly. Meanwhile, personal data remains safe, thus providing comfort and peace of mind for reporters.