DKI Jakarta Strengthens Public Complaint Verification System in JAKI App

The DKI Jakarta Provincial Government is strengthening the verification system for public complaints in the Jakarta Kini (JAKI) application by implementing an artificial intelligence (AI)-based anomaly detection system to ensure problems are genuinely resolved in the field. “It is not just about administrative closure,” said Syali Gestanon, Head of Public Information at the DKI Jakarta Communication, Informatics and Statistics Agency, during a Public Information Disclosure seminar in Jakarta on Friday. Syali emphasised that reports submitted by citizens through the JAKI app are not merely data to be marked as ‘completed’, but a public trust that must be validated concretely. Currently, 101 public service features are integrated into JAKI, with the five most popular being citizen reporting, tax services, news, public transport, and healthcare facility queues. Data shows that 98.6 percent of the 764,596 total reports have been resolved. As of 2026, JAKI has been downloaded more than seven million times on Android and iOS devices, with 12,292 daily active users. Previously, in March 2026, a case of falsified evidence for a public complaint follow-up regarding illegal parking was discovered on JAKI. A Public Infrastructure and Facilities Officer (PPSU) in Kalisari, Pasar Rebo, East Jakarta, used AI-generated photos as proof of action. As a result, the DKI Provincial Government coordinated with the Government Bureau to ensure a stricter and more accurate validation process for complaint follow-ups on JAKI. To prevent a recurrence, the government is also drafting sanctions for Regional Apparatus Organisations (OPD) or Regional-Owned Enterprises (BUMD) proven to have falsified follow-up evidence. The DKI Provincial Government stressed that every public report is a crucial part of maintaining the quality of public services, making integrity in every follow-up process non-negotiable.