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Good practice Imported

Jakarta Smart City & the JAKI App — Citizen-Reporting and Open-Data Command Centre

Indonesia · Jakarta · See the Indonesia profile · See the Jakarta profile

Evidence: Observational / pre–post Top 39% 71/100 · Ask Evidence Copilot about this practice

Jakarta Smart City (2014–) pairs a command centre with citizen-reporting apps (Qlue, then JAKI from 2019) and open data; an independent evaluation found a 98.73% resolution rate on 523,000+ reports, alongside documented gaps in awareness and follow-up.

98.73%
Report completion rate
516,686
Reports resolved
523,321
Reports submitted
~1,400/day
Average daily citizen messages (Qlue era)
14
JAKI app functions (October 2021)
~30%
Complaints receiving active follow-up
102 of 141
IMD Smart City Index rank (2023)

Details

Maturity
Established
Promoter
Jakarta Smart City Management Unit (DKI Jakarta Provincial Government)
Period
2014–present
Keywords
civic data, e-government, citizen engagement, open data

Context

Jakarta Smart City (JSC) was launched at the end of 2014 as an integrated open-government platform combining a central 'Smart City Lounge' command centre, open data feeds from city work units, and citizen-facing reporting tools, initially built around the third-party Qlue app, which received an average of about 1,400 citizen messages per day.

Activities

In November 2019 the city consolidated services into its own Jakarta Kini (JAKI) super-app, which had grown to 14 distinct functions by October 2021, including JakLapor (geo-tagged incident reporting) and JakRespons (complaint-status tracking).

Results

An independent academic evaluation of JSC's citizen-reporting pipeline recorded a 98.73% completion rate (516,686 of 523,321 submitted reports resolved). The same body of research documents that a share of citizens remain unaware the platform exists, a separate assessment found only around 30% of complaints received active follow-up, and the IMD Smart City Index 2023 ranked Jakarta 102nd of 141 cities worldwide.

Conclusions

The evaluation evidence is genuinely mixed — strong quantified throughput on processed reports sits alongside documented reach and follow-through gaps — and this practice is presented with both results intact rather than only the favourable figure.

Implementation
Indicative cost
Medium (€50k–€500k) — Municipal command-centre and app-development investment by the DKI Jakarta Provincial Government; specific budget figures not disclosed in sources reviewed.
Time to results
Long (> 3 years) — Launched end of 2014 (Qlue-based); consolidated into the in-house JAKI super-app from November 2019, reaching 14 functions by October 2021.
Staffing & skills
Jakarta Smart City Management Unit (DKI Jakarta Provincial Government) staff, Third-party app developer (Qlue), pre-2019, In-house JAKI super-app development team, from 2019

Conditions for success

  • Central command centre ('Smart City Lounge') coordinating open data feeds from city work units
  • Consolidation of multiple citizen-facing tools into a single super-app (JAKI) to reduce fragmentation
  • Dedicated complaint-status tracking feature (JakRespons) to close the reporting loop

Common failure modes

  • Independent evaluation found many citizens remain unaware the platform exists
  • A separate assessment found only ~30% of complaints received active follow-up despite high nominal resolution rates
  • IMD Smart City Index 2023 ranked Jakarta 102nd of 141 cities, indicating limited relative performance

Where it fits

Governance type
city government management unit
Scale
citywide (~10 million residents)
Income level
lower-middle-income

Commonly funded by

National / regional programmes

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Data sources

Where this practice's information was retrieved from, and when.

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