Jejak pengembangan sistem CRM dalam memudahkan proses koordinasi dan penyelesaian laporan warga secara lebih efisien
Before
2014
2014
2016
2017
2018
2019
2020
2021
2022
2023
2024
2025
2026
Before 2014
Using Respon Opini Publik (ROP), which is the Jakarta Provincial Government's complaint channel consisting of: Media Clippings, Email, Twitter, Facebook, Lapor! + SMS Gub, Petition, SMS, Online News, and Demonstration.
2014
Launch of Cepat Respon Opini Publik (CROP) and integration with Qlue as a geo-tagging channel based on development of the previous channel (ROP).
2016
Development of Jakarta Provincial Government's complaint channels into: Email, DKI Jakarta Twitter, Gub/Wagub Twitter, Facebook, Lapor! 1708, SMS, Balai Warga jakarta.go.id, Mass Media, and Qlue.
Initiation of Citizen Relations Management (CRM) Application as an integration platform for follow-up of each existing complaint channel (Qlue and CROP).
Requiring the use of CRM application in each Regional Working Unit (SKPD)
Integration of all Jakarta Provincial Government complaint channels (geotagging and non-geotagging channels) into the Officer CRM application system (CRM v1.0)
2018
The early use of report categorization allows SKPDs to follow up on reports in accordance with their authority.
The integration of Regional Performance Allowance calculation in CRM for SKPD in following up public complaints can be completed quickly and accurately.
2019
Revising Governor Regulation No. 128 of 2017 into Governor Regulation No. 39 of 2019 concerning the Implementation of Public Complaint Handling through the Citizen Relation Management Application
Adding CRM admin accounts for all SKPDs
Making TKD calculations on the follow-up report results
Revising SE Sekda No. 61 of 2018 into SE Sekda No. 40 of 2019 concerning Guidelines for Follow-up of Public Complaints through the CRM Application
Adding face-to-face complaint channels integrated with CRM and adjusting report categories according to the functions of each SKPD
Creation of a CRM website as a report tracking platform
Development of CRM Dashboard for SKPD
The super app Jakarta Kini (JAKI) was introduced and became one of the complaint channels
Optimize the CRM application into Cepat Respon Masyarakat (CRM) system that integrates 14 official complaint channels
Made the DKI Jakarta Regional Secretariat Government Bureau a verifier of follow-up results on public complaints through CRM
Implementation of Private by Default in the JAKI complaint channel to improve the security of complainants data
2021
CRM Officer Ver 2 (2.0) application system upgrade
2022
Change of Regional Secretary Decree No. 22 of 2020 to Regional Secretary Decree No. 99 of 2022 concerning Guidelines for Follow-up of Public Complaints through the CRM application
Adjustments to the CRM system include optimization of report categories and the number of complaint channels, to 13 channels
2023
Adjustment of CRM services in accordance with Regional Secretary Decree No. 99 of 2022
Addition of channel type filters and a daily data export feature in the Report Monitoring menu
2024
Release of the iOS version of the CRM Officer application
Addition of a Notification feature to Echelon 2
2025
Adjustment of CRM services in accordance with Regional Secretary Decree No. 175 of 2025
System optimization into five integrated complaint channels
Participation of the DKI Jakarta Provincial Inspectorate in monitoring and evaluation
Addition of a Notification feature via direct messages and WhatsApp numbers to the Governor and Deputy Governor accounts