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In Numbers: Community Complaints Related to COVID-19

Aditya Gagat Hanggara

09 May 2020

As a form of transparency in the midst of COVID-19 outbreak, the Government of Jakarta has disclosed a number of CRM (Citizen Relation Management) complaints data that can be accessed by the public through Data Visualization sub-menu on the official website. In there, you then choose the Dashboard of Community Complaints Related to COVID-19 to start exploring.

Reporting Trends

As the name implies, the data and numbers displayed in this dashboard are only those related to COVID-19 and sourced from the Jakarta Smart City CRM database. This allows us to see reporting trends as the pandemic cases continue to develop in the capital. For example, as shown in the trend of reports per day graph, we can see a surge in reports when the government limits public transportation services on March 23. Information like this is certainly very useful for the government in terms of policymaking in the future.

SARS-Cov-2, the virus that causes COVID-19 was first detected in Wuhan, China, in November 2019, and has since begun to spread globally. As we know, Indonesia announced the first two patients who tested positive for COVID-19 on March 2, 2020. This was also reflected in the accumulation of reports where complaints about the coronavirus outbreak were only started to receive by the CRM system in early March.

Follow-Up Report

Next, we will be presented with a pie chart that explains the progress or status of public complaint reports. Of the total 2,109 reports that came through the CRM channels, as many as 91.4 percents had been successfully completed by the Regional Apparatus Organizations (OPD) and other Provincial Government officials.

And if we are referring to the diagram on the right column regarding the number of incoming reports per channel, it will reveal that email is still the most favorite method of most Jakartans for reporting problems. The email has the highest numbers in both parameters: number of reports (465) and the number of reporters (362). It was then followed by two social media, Twitter, and Facebook. Jakarta's very own application, JAKI, is in fourth, while short messages via SMS complete the top five.

What Categories Are the Most Reported?

On April 10, 2020, Jakarta officially imposed Large-Scale Social Restrictions (PSBB) to reduce the movement of residents outside the home and reduce the rate of spread of COVID-19. The government received assistance from the relevant OPD to take action against violations that occurred during the PSBB period. Citizens can also help enforce the rules by filling a complaint report.

[Citizen Reports Help Jakarta Police Deal With Crowds Amidst Pandemic]

To improve the speed and accuracy of responses, citizens must choose a category for their report. These parameters help the analysis process to find out what types of violations are most reported during a pandemic. Disruption of Peace and Order came out as the most reported category with a total of 859 reports which includes violations such as an illegal gathering of more than five people.

Not all citizen reports are made to report violations. The Social Aid category, for example, is the second most reported category, and some contain complaints about the process of social aid distribution.

[Five Report Category You Can Use in JAKI during COVID-19]

In addition to the category, citizens are also asked to provide concise descriptions of the problems they encounter. From there, the CRM database can create a word cloud by gathering the words most often used by the people of Jakarta.

And finally, you can see a comparison of the number of reports per category from the period before and during the COVID-19 period. The most striking trend is the decrease in the number of reports in the category of Violations of Regulations. While the category of Disruption of Peace and Order continues to increase, seemingly in line with the increasing cases of coronavirus outbreaks.

So how was it Smartcitizen? With this dashboard, you certainly learn a lot about the ins and outs of the Cepat Respon Masyarakat system. So, don't stop helping Jakarta in battling COVID-19 by continuing to report any problems or violations that you encounter in your surroundings.

Citizen Report
Covid-19 Data

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Aditya Gagat Hanggara

Aditya Gagat adalah lulusan Teknik Informatika dari Binus University yang saat ini menjadi salah satu Content Writer di Jakarta Smart City. Gemar mengamati isu transportasi, olahraga, teknologi dan sains, ia memulai karier Jurnalistik bersama media internasional pada 2016-2019. Saat ini ia terfokus pada topik kesehatan, khususnya mengenai penanggulangan pandemi Covid-19 di wilayah DKI Jakarta.

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