Qlue Smart City Participation SystemJAKARTA, INDONESIA

OVERVIEW

Implemented in 2014

Project Duration: 3 years pilot, extended additional 3 years

Funding Source: Jakarta City Government Budget: $300,000 (platform development and licensing)

The pilot program operated from 2014-2017 and was granted a three-year extension based upon its success and will run until 2020.

This project aimed to address three main issues: public service transformation (through improved complaint-handling mechanism

and administration), data collection and management, as well as increasing citizen participation in Jakarta. This project has been

helping citizens to engage more in public e-participation and city officials to better address the city’s urban problems and monitor

government performance.

'QlueMyCity' is a map-based integrated reporting and monitoring platform utilizing citizen participation to identify city problems

and provide service feedback on those problems. The mobile app was developed by the locally-based tech company Qlue.

FEATURES

Data is managed through a GIS-based dashboard that can be overlaid with other city data to generate multiple

combinations of insights to help address specific city problems.

Through this platform, citizens can report such things as clogged drains, waste disposal issues, broken street lights,

damaged roads, and floods, amongst others, and request a public service response to such.

Citizen service requests and feedback from the mobile smartphone platform automatically enter the city’s database and

are delegated to the relevant city service unit, as well as to relevant individual city officials. Once a problem is resolved,

the app displays a picture of how the problem has been resolved by city services, while allowing users, both the citizens

who reported the problem and others who have seen the issue, to rate their satisfaction.

Qlue trains Jakarta staff and transfers technological capabilities to them, but as some of the technology requires very

specialized expertise, Jakarta Smart City hired 5 civil officials and 40 other professionals from the private sector.

World Smart Sustainable Cities Organization7F Seoul Global Center, 38 Jongro Jongno-gu, Seoul 03188, Republic of Korea

www.we-gov.org secretariat@we-gov.org Tel: +82 (0)2 720 2934~7

SAMPLE

KEY RESULTS

By a variety of measures, the program has been considered a success, enough so to extend and expand upon the project

past its initial three-year trial. The system has 500,000 registered users, of which 4,000 are active daily. 91% of citizens

claim satisfaction with the system, while 61% of survey respondents found it effective in solving problems.

Qlue has been recognized globally as it was awarded Best Mobility Project by the World Smart City Organization in 2018

and Best Mobile Governance Applications on Public Empowerment Category at the World Government Summit in 2019.

According to data collected by Qlue, response rate for concerns raised by citizens via Qlue MyCity averaged to 13 days,

but also ranged from 2-3 hours for some complaints such as waste removal to much longer for infrastructure repairs.

City officials and mangers can, at least in part, address a city’s urban problems by engaging more public e-participation in

order to monitor government performance. While the district officer performance evaluations are output reflective of

individual performance and not the performance of the project itself, the project has increased performance

measureability for public officials and held them more accountable for their work.

RESOURCES

Qlue website - http://www.qlue.co.id/

World Smart Sustainable Cities Organization7F Seoul Global Center, 38 Jongro Jongno-gu, Seoul 03188, Republic of Korea

www.we-gov.org secretariat@we-gov.org Tel: +82 (0)2 720 2934~7

NAME OF THE PROJECTCITY OR COUNTRY

OVERVIEW (Approx. 100 words)

Implemented in 2014

Project Duration: 3 years pilot, extended additional 3 years

Funding Source: Jakarta City Government Budget: $300,000 (platform development and licensing)

Brief intro of the project (Approx. 100 words)

FEATURES (Approx. 100 words)

Feature 1

Feature 2

Feature 3

…

KEY RESULTS (Approx. 100 words)

Result 1

Result 2

Result 3

…

RESOURCES (Links to websites, articles, reports, videos, etc.)

Link 1

Link 2

…

World Smart Sustainable Cities Organization7F Seoul Global Center, 38 Jongro Jongno-gu, Seoul 03188, Republic of Korea

www.we-gov.org secretariat@we-gov.org Tel: +82 (0)2 720 2934~7

PHOTO 1 PHOTO 2