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Jakartans file complaints but get no clue on follow-ups
Residents can track the status of their complaint reports in real time on pengaduanwarga.jakarta.go.id/report/. The status is also sent to residents who lodge complaints, along with the ID numbers of the reports.
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Complaint handling app Qlue shown on a smartphone on Feb. 1, 2017. (JP/Ricky Yudhistira)
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mid all the new channels for residents to lodge complaints or offer ideas to the Jakarta administration, complaint handling app Qlue remains their top choice, although confusion may be growing over how the complaints are being tracked.
Managed by the Jakarta Smart City (JSC) unit in the city administration, Qlue was introduced by then governor Basuki “BTP” Tjahaja Purnama in 2014 in a bid to better serve residents. Through the app, residents would only need to file complaints related to public services for them to be sent to the relevant working units.
Besides Qlue, JSC also oversees all other complaint channels, namely the administration's official Facebook and Twitter accounts, the "Balai Warga" section of jakarta.go.id, email address dki@jakarta.go.id, an SMS hotline at +628111272206 and the LAPOR! (report) SMS at 1706.
Offline channels are also available for members of the public to complain at city district offices, in the City Hall lobby, the Jakarta Inspectorate office and through letters to the governor, all of which are logged into the JSC's citizen relationship manager (CRM) system that aggregates the data for analysis.
In July, Qlue received the most complaints with 12,019, followed by Twitter with 1,162, Facebook with 312, LAPOR! SMS at 1706 with 280, district offices with 246, via email with 227, SMS hotline at +628111272206 with 78 and Balai Warga with 24.
The number of complaints through the app had declined significantly since Jakarta Governor Anies Baswedan took office in October 2017. Qlue, which previously earned praise from residents for its quick response, used to get about 1,000 complaint reports per day.
JSC management head Billy Alkadia said Qlue and the online channels were not the only main channels as the city administration had also opened offline ones.
