Just Digitizing Not Enough

KOMPAS/RIZA FATHONI

Jakarta Governor Anies Baswedan

The five-year term of the governor of DKI Jakarta, Anies Baswedan, has come to an end. As the digitization of a number of services has been realized, it is now a matter of expanding users.

Jakartans are lucky enough to be able to easily make complaints about any public problem they encounter on a daily basis. For the last few years, Jakarta has had a Citizen Relations Management system or what is called a Rapid Response Community (CRM).

This system was developed by the Jakarta Smart City (JSC) Regional Public Service Agency, which has been present since 2014 to optimize the use of technology to maximize public services in Jakarta. The CRM serves service requests or complaints through 13 official channels, both face-to-face and online (Kompas, 14/10/2022).

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From several reports by the Kompas team, it was discovered that residents have used the complaint channel. The channels in the system include: the Qlue application, social media Twitter @DKIJakarta, DKI Jakarta Provincial Government Facebook, e-mail [e-mail], Balai Warga Jakarta.go.id, SMS Report 1708, SMS 08111272206, the Subdistrict Office, the District Office, the Governor's Letter, City Hall, the Inspectorate Office and the Jakarta Kini or Jaki application.

The problem was settled without going through him, the citizen who had made the report.

A resident in South Jakarta, for example, once tried to file a complaint through the channels in July 2022. After reporting to the head of the neighborhood unit (RT) without a solution, he reported his complaint to the subdistrict office, which was also deadlocked. He then filed a report through JakLapor via the Jaki application. The complaint in the application was completed. The problem was settled without going through him, the citizen who had made the report.

In addition to complaints, population services, for example, are also digital-based. To process population documents, residents can use the Betawi Quick and Accurate Population Document Service (Alpukat) website and application.

HELENA FRANSISCA NABABAN

Gubernur DKI Jakarta Anies Baswedan memberikan keterangan kepada Wali Kota Rotterdam Ahmed Aboutaleb, Senin (29/8/2022) di Terowongan Kendal, Dukuh Atas, Jakarta. Penjelasan di Dukuh Atas itu merupakan rangkaian tour keliling Jakarta Anies Baswedan dan delegasi Forum Urban 20 (U20). Pada kesempatan itu Anies memaparkan perubahan pengelolaan kawasan dan transportasi umum.

Since 2019, around 360,000 requests for 14 types of digital services have been completed. Even though it is still much less than face-to-face services, the number of registered Alpukat users continues to increase. Until now, more than 800,000 Jakarta residents have used this service.

According to the KPPOD, DKI Jakarta is one of the regional governments that are quite aggressive in using digital platforms for serving the public.

The digitization of the DKI Jakarta Provincial Government is recognized by a number of parties, one of which is the Regional Autonomy Implementation Monitoring Committee (KPPOD). According to the KPPOD, DKI Jakarta is one of the regional governments that are quite aggressive in using digital platforms for serving the public.

Digitizing public services is certainly one of the crucial things in the midst of the demands of the current era, especially when the pandemic reached its peak number of cases in 2020 and 2021. The adaptation of the DKI Provincial Government in this regard deserves to be appreciated.

However, that does not mean there are no more challenges. In addition to the number of digital service users that still need to be increased, the DKI Jakarta Provincial Government must also ensure that classic problems are completely resolved; traffic jams, floods, poverty and other problems will arise in the future.

(This article was translated by Hyginus Hardoyo)