The Jakarta Provincial Government is using AI and other digital technologies to provide better services in areas like flood prevention and problems affecting the daily lives of residents.
Digitalisation is not merely about providing access to public services on a mobile phone; it’s also about how the government can deliver faster and more relevant solutions to citizens’ needs.
According to two officials of the Jakarta Provincial Government (Pemprov Jakarta), the organisation strives to provide quick solutions to tackle problems being faced by residents of Jakarta.
They add that Pemprov Jakarta has been adopting various digital innovations created by Jakarta Smart City – the digital unit under the Jakarta Department of Communication, Informatics, and Statistics (Diskominfotik).
GovInsider spoke to Pemprov Jakarta’s Head of Diskominfotik, Budi Awaluddin, and Jakarta Smart City’s Head of the Management and Research Implementation, Agus Mubarok, to explore how citizen engagement, integrated applications, and the use of Artificial Intelligence (AI) have been reshaping public services in Jakarta.
Citizen-centred apps
Reiterating that whenever it develops digital services, Pemprov Jakarta always strives to provide quick solutions based on the daily problems faced by citizens, Awaluddin cites some examples like the Quick Public Response (CRM) and the super app Jakarta Kini (JAKI) who integrating various digital public services within one platform.
CRM is a complaint handling system that integrates 13 official complaint channels available at Pemprov Jakarta, ranging from websites and email to social media managed by government teams.
Another channel is Lapor Warga (citizens report) – a special feature of JAKI – which enables citizens to quickly report urban issues using geotagging.
“All incoming reports can be monitored in real time. The reporter’s data is also guaranteed to be kept confidential as it adopts a privacy by default concept,” says Awaluddin.
Mubarok adds that JAKI has now expanded its public service line by adding the JakCare, a mental healthcare service for citizens facing pressures from life in the bustling city.
“They can have free consultations with clinical psychologists provided by Pemprov Jakarta.”
The JakCare feature also includes a special ferry service for transporting the deceased catering to citizens living in Kepulauan Seribu island – a district located on the coast of northern Jakarta. The ferry operates 24 hours a day and is free of charge.
The provincial government also provides free temporary housing for Kepulauan Seribu citizens accompanying family members undergoing intensive care at mainland healthcare facilities.
“We want digital public services to be not only integrated, but also responsive, inclusive, and accommodating to all layers of Jakarta’s society,” says Mubarok.
Using AI technology for flood mitigation
Pemprov Jakarta has also utilised AI to support citizen activities, including tackling Jakarta’s annual problem: flooding.
Mubarok says Pemprov Jakarta uses AI technology to mitigate floods and reduce the impact of such disasters.
“AI helps interpret data from sensory tools to monitor water levels at 13 water gates across Jakarta. The data is then processed in real time and connected to the flood early warning system.”
Pemprov Jakarta also has the Pantau Banjir (Flood Monitoring) platform, where all the data is integrated and accessible to both officers and ctizens.
This platform provides information such as flood maps, water levels at water gate monitoring points, pump status – how many are active, inactive, or idle – and other supporting data.
“With AI-based sensor data and active inputs from public reports, we hope flood handling can be carried out faster and more effectively,” he said.
AI is also directed towards supporting citizen activities, one of which is public transport management.
Pemprov Jakarta uses AI-powered video analytics through CCTV on road sections that are traffic congestion hotspots. By monitoring mobility on these roads, officers can intervene to ease congestion during peak hours.
Meanwhile, generative AI (GenAI) is being used to develop an AI chatbot that can help citizens find information on how to access public services in their local area.
“This has been piloted in North Jakarta and is currently under review for further development at the provincial level,” he says.
System security challenges
According to Awaluddin, the advancement of digital public services in Jakarta faces several challenges, especially the risk of hacking, which could disrupt service development.
Various mitigation measures are being implemented, he adds.
These include increasing cybersecurity literacy among staff through regular training on cyber threats such as phishing, malware, the importance of strong passwords, and the application of two-factor authentication.
“We also carry out regular backups and disaster recovery by storing all important data on separate servers to ensure recovery can be done in the event of hacking or system disruption,” he notes.
He adds that other challenges include incomplete integration of digital public services, differing standards for data and systems, and decentralised system management.
Towards a global smart city
Awaludin highlights that his office has specific targets to push the digitalisation of public services in Jakarta to a more advanced level, in line with the direction of Jakarta Governor Pramono Anung, who aims to make Jakarta a world-class smart city.
One focus area is the use of data analytics to support decision-making in public policy.
He gives the example of using social assistance recipient data to conduct evaluations and provide recommendations to make aid distribution more targeted.
Air quality and traffic congestion data are expected to form the basis for policy recommendations related to transport and green space management.
“In addition, introducing long-term historical data tracking on dashboards to monitor trends continuously,” he explaines.
Mubarok emphasised the importance of building multi-layered collaboration with the private sector, NGOs, academia, and local communities.
“Through the Jakarta Future City Hub, Jakarta Smart City often invites communities, practitioners, and academics to discuss smart city-related topics and find solutions together.
Jakarta Smart City is also involved in the ASEAN Smart Cities Network, a collaborative platform for cities from the 10 ASEAN countries to develop sustainable smart cities.
---
Autor(en)/Author(s): Ghita Permatasari
Dieser Artikel ist neu veröffentlicht von / This article is republished from: Gov Insider, 15.08.2025
Bitte besuchen Sie/Please visit:
