DKI Provincial Government Appreciates Residents' Role, Strengthens Oversight of JAKI Complaints
The DKI Jakarta Provincial Government has conveyed its appreciation to the public for their concern and active participation in overseeing the quality of public services, particularly regarding findings of alleged discrepancies in following up on reports via the JAKI (Jakarta Kini) app managed by Jakarta Smart City.
The Head of the DKI Jakarta Communications, Informatics, and Statistics Agency (Diskominfotik), Budi Awaluddin, emphasised that public involvement is a crucial factor in maintaining transparency in the public complaint system.
“We thank the public for their active role in monitoring public service quality. This incident serves as a reminder for us to continue improving. The DKI Jakarta Provincial Government is committed to ensuring that every public report is followed up accurately, transparently, and accountably,” Budi stated in an official release on Tuesday (7/4).
Budi said that if irregularities in reporting practices are found during the evaluation process, including improper use of artificial intelligence (AI) or other forms of fraud, the DKI Jakarta Provincial Government will take firm action in accordance with applicable regulations.
“The DKI Jakarta Provincial Government will not tolerate any form of manipulation in complaint follow-ups. If violations are found, we will take firm action as part of our commitment to maintaining the integrity of public services,” Budi added.
Previously, a social media post went viral showing a PPSU officer using AI technology to respond to a resident’s report via the JAKI app regarding illegal parking on Jalan Damai, Kalisari Ward, Pasar Rebo Subdistrict, East Jakarta.
As part of strengthening oversight, the DKI Jakarta Provincial Government continues to coordinate with the DKI Jakarta Secretariat’s Government Bureau to ensure that the validation process for complaint follow-ups is more rigorous and accurate.
The public can also report indications of improper follow-ups, including alleged AI-based manipulation or other forms of fraud, via the WhatsApp service at 0811-1272-206.
Budi described the incident as a momentum for the DKI Jakarta Provincial Government to conduct a comprehensive system overhaul, from strengthening technology in the JAKI app, improving verification mechanisms, to developing features that ensure the authenticity of follow-up evidence.
Furthermore, Budi explained that the high volume of public reports indicates that Jakarta’s public complaint channels are actively used and trusted by the community.
From January to March 2026, 62,571 public complaints were recorded through various channels, including the JAKI app and the integrated Community Rapid Response System (CRM), with an average of 20,857 complaints per month.
Meanwhile, throughout 2025, the number of reports received reached 195,988 from 50,960 reporters. Of that number, 191,655 reports or 97.8 percent have been resolved.
In line with strengthening oversight and administration, Jakarta Smart City is also continuing to develop systems to improve the quality of reports and follow-ups in the JAKI app.
In the future, the system will be equipped with a documentation mechanism based on direct on-site image capture, so that every follow-up evidence is taken in real time and has a higher level of validity.
Additionally, system development is directed towards the ability to detect potential AI use or other forms of digital manipulation. This step is expected to strengthen the verification process while maintaining data integrity in handling public reports.
“We invite all residents to continue using JAKI as the official complaint channel along with the other four complaint channels. Collaboration between the government and the public is the key to realising a better and more comfortable Jakarta for all,” Budi stated.