As the capital of Indonesia with its various attractions, Jakarta also has problems like other big cities. To overcome these problems, Jakarta uses a system called Cepat Respon Masyarakat (CRM) which is ready to receive citizen complaints from various complaint channels. The residents' complaints will be handled by the relevant officers. There are 14 complaint channels in Jakarta, one of which is through the JakLapor feature in the JAKI application.
Many public complaints have been followed up through this CRM, such as complaints about clogged drains, damaged roads, broken street lights, and other various kinds of violations. For complaints related to violations, there are still residents who are afraid to report it because they are afraid that the identity of the complainant will be discovered and not protected. However, this is actually nothing to worry about. The DKI Jakarta Provincial Government continually tries to protect the identity of the reporter as well as possible, especially in the JakLapor feature in the JAKI App, which has implemented a privacy mode that will automatically hide the identity of the reporter.
Then, how do officers who receive reports from the community actually work in the field? Here are a few stories from the officers of how they uphold the principle to protect the privacy of those who reported problems and violations in Jakarta.
Officer at Pondok Bambu Subdistrict, East Jakarta
One day, a report was received by the CRM system in the Kelurahan (subdistrict) Pondok Bambu. The officer on duty in that subdistrict will look at the description of the report carefully, then they must make sure whether the reported problem is the main task and function of Pondok Bambu subdistrict or not. If not, then the report will be continued with disposition to the relevant office. If it turns out to be included in the subdistrict duties, the report will be followed up by the subdistrict level officers. The officers who received the report went to the location and ascertained whether the report was in accordance with the description or not. The appropriate reports were promptly handled by them and photographed for evidence. The status of the report then changes as completed.
That's roughly the daily routine of the CRM officers. Hearing issues related to the identity of the complainant who was leaked, Bu Een, Head of Economics and Development at Pondok Bambu subdistrict, stated that until now every report is guaranteed the privacy of the complainant. He also stated that in Pondok Bambu there were never any reports leaked by officers in the field. Bu Een said that every officer has been given instructions to protect the data of the reporter, if any leaks will be given direction and sanctions.
Pak Mul and Pak Agung from PPSU (Public Infrastructure and Facilities Handling Officer) of Pondok Bambu subdistrict also stated that they as part of the field officers in charge of handling complaints stated that they were only tasked with handling reports as well as possible and would not divulge the identity of the complainant, even if asked. System-wise, the officers only received information in the form of a description and location without any information on the identity of the reporter.
“We always provide understanding to the RT, RW and all elements of Pondok Bambu subdistrict officers to provide the best service for incoming complaints. Residents do not need to be afraid to report via the JAKI app, because the identity of the complainant is protected,” said Bu Een.
Officer at DKI Jakarta Manpower and Transmigration Office
In contrast to complaints such as inundation, fallen trees, and other reports managed by officers at the kelurahan level, reports of residents' complaints with categories related to employment will be entered into the CRM system of the Manpower and Transmigration Agency. Complaints that come in will be studied first what the subject matter is, what field it belongs to and whose authority. If the complaint is related to the violation of PPKM regulations (Enforcement of Restrictions on Community Activities) by a company in Jakarta or other normative matters related to employment, then the supervisory department of the Manpower and Transmigration Agency will follow up on the complaint. However, if the complaint is a problem with the Jakarta Worker Card, it will be handled by the Social Relations team.
Mr Bintang Antariksa, an industrial relations mediator and CRM admin at the Manpower and Transmigration Agency, stated that the public does not need to worry about identity security when reporting. This is because the system alone has automatically protected the complainant, and the officer can only see the name of the complainant as anonymous. This is already a form of security, officers can only see the location and type of report. To further strengthen the security of the reporter's identity, there is a circular letter in the form of internal regulations related to the implementation and follow-up of PPKM violations that stipulated the necessity to protect the whistleblower.
If in the field, the officer is asked who the complainant is, the officer will not reveal the identity of the complainant. This is because the officers only know the location information and description, while the identity is automatically anonymous. Of course, if the identity of the reporter is leaked and someone is laid off, that will be a new problem that must be handled by the Manpower and Transmigration Agency as well. So the officers have been given directions to handle reports as well as possible and protect residents as safely as possible.
“We also ask all the residents to provide clear information, location and chronology of events. so that we also do not hesitate to follow up. Sometimes the whistleblower only informs the violation, but the description is not clear,” Mr Bintang said.
Let’s Be a Hero of Jakarta
Hopefully the stories of the CRM officers above can make you feel relieved and don't hesitate to be part of the capital's heroes by reporting problems and violations in the city of Jakarta that you encounter. Imagine that the city of Jakarta could become better and more comfortable with your help in reporting various problems in the capital city. For those of you who are still confused about how to become a hero of Jakarta, you can download JAKI and use the JakLapor feature by clicking the camera button at the bottom center of the application screen. After you press that button, it will automatically select the option for the Private/Confidential report type, then select Buat Laporan. Take a photo of the report, then select the category of problems you encounter, write a description of the problem and the location in detail. After that click Simpan and Kirim Laporan. Later, you will see the detail of your report being followed up by the officer directly in the application.
So, don't hesitate to report problems in the city of Jakarta, and let's make Jakarta even better!
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