Not just an App, but an ecosystem: JAKI as a digital public space in Jakarta

Bureaucracy in Jakarta faced 3 main problems: scattered and unstandardized data, siloed systems, and unintegrated services; making public services inefficient and costly, eventually decreasing public service quality. Jakarta Capital City Government addressed the mentioned challenges through JAKI, a Super-App that integrates services by unifying Jakarta’s bureaucracies and data in one digital ecosystem that prioritises citizen participation in overcoming city problems. JAKI is a one-stop digital platform that integrates various public services and accelerates digital transformations. It is developed with citizen-design services and customer centricity, personalised services, and provides an open data ecosystem aiming to co-create with stakeholders.

Innovation Summary

Innovation Overview

According to the Central Agency on Statistics of DKI Jakarta, population in 2021 reached 10,609,681 people, with 0.57% annual population growth rate and a density of 15,978 people/km2 (Jakarta Province in Figures 2022). The diverse socioeconomic backgrounds of the population, the large area, the high mobility of citizens, and the population density all make it difficult for citizens to access public services. Especially when the Covid-19 pandemic hit in 2019 and changed social conditions and behaviour, people were forced to engage in technology-based activities. Fulfilling daily needs for transportation, food, medicine and so on can now be achieved by a single and integrated platform. Digital transformation is still one of the issues that developed and developing countries continue to strive for. However, the acceleration of digital transformation in every government poses new challenges:

Burden of classic bureaucracy can mean digitising the world of papers. With the increasing number of digital-based services it can be difficult for the public to access everything in one hand through a mobile phone. Therefore, it is important to create a platform that can integrate everything so that it is easier for the public to access it.
Data scattered across agencies creates a need for multiplying efforts. Data as capital is a crucial component for today’s businesses. Scattered data is a big stumbling block for policy makers. In an environment where data is scattered a culture of transparency and trust are very difficult to maintain.
Inconsistency, security and privacy. When all services are integrated in one platform and can be accessed in one account, the next challenge is how to utilise data security to protect people's data. Data protection and data governance are needed to achieve this objective.

JAKI was inspired by Citizens’ needs and the country of Estonia, who developed digital transformation through data and integrated systems. Jakarta Capital City Government addressed the mentioned challenges through JAKI, a Super-App that integrates services by unifying Jakarta’s bureaucracies and data in one digital ecosystem that prioritises citizen participation in overcoming city problems. JAKI provides three solutions, namely (1) developing and providing Open API, (2) system development collaboration, and (3) service integration. JAKI was developed as a collaborative ecosystem, not only for the government-designed services, but also citizen-designed services which focus on customer-centricity. Data is managed by Master Data Management and stored by cloud computing services. With its data-driven approach, JAKI builds personal services such as digital government, digital economy, and digital society. Citizens can directly monitor and evaluate the results online and in real time.

JAKI supports electronic-based government systems by utilising information and communication technology in government administration and increases community engagement in urban development. With over 60 integrated services reflected in more than 80 features, JAKI potentially saves $14.351.913 opportunity cost yearly, from tangible benefits (Administration Fee Reduction) and Intangible benefits (Time Saving Public Service Access). JAKI serves benefits to Jakarta and its 4 satellite cities in:

Reduction of energy, unnecessary time, and costs incurred before, during and after accessing public services; also the reduction of exposure to Covid-19 as it minimises direct physical contact.
Fast, easy, personalised, cost-efficient and convenient public service access from the 96 features provided
Improvement of the quality of public services and good governance
Increasing private sectors’ branding, credibility and access to services
Its accessibility, research, publication and collaboration which serves greater community services

In the future, JAKI aims to integrate all public services in 1 app, including inclusive finance, public information and public service interactions as well as to become an ecosystem that is applicable and can be developed by other regions in the context of transforming government and responding to digital challenges in city development.

Innovation Description

What Makes Your Project Innovative?

JAKI adapts citizen-designed services that focus on customer-centricity, with a commitment for multi-sectoral collaborations. As an ecosystem with over 80 features, JAKI enables Jakarta public service transformation in 3 main aspects: digital governance, digital economy, and digital society:

Digital Governance: JAKI’s features enable digital technology utilisation to support government regulation in various services. JAKI reduces time and cost on administration services, information and aspiration services, health, environment and education
Digital Economy: In supporting the digital economy, JAKI enables services which allow citizens to get food commodity prices, integrated information on SMEs, property tax, licensing, social assistance services and transactions with digital payments
Digital Society: JAKI enables transformation in major aspects of everyday life that increases efficiency and productivity through various services in transportation and a collaboration platform for developing Jakarta

What is the current status of your innovation?

JAKI is currently in the evaluation and diffusing lessons phases. The team conducts annual surveys, expert consultations and communities of practice through multi-stakeholder dialogues. Also, it reviews monthly sentiment analysis, user feedback from social media, Google Play reviews, as well as telemetry analysis of JAKI usage. Adjustments are based on User Acceptance Testing (UAT) inputs. One of our approaches to incorporating privacy by default is applying behavioral nudge, designed to change citizens' behavior to choose private reporting options rather than public ones. Behavioral intervention alters the previously available private report options; when private reporting is a choice, more action is required to ensure that privacy is their first and primary option. JAKI has analysis and product development and marketing divisions to facilitate multi-sector co-collaborations in developing JAKI’s technologies that can be applied by other institutions based on their own requirements and situations.

Innovation Development

Collaborations & Partnerships

Multi-stakeholder collaborations consist of:

Government officials serve as persons in charge, provide policy and budget, and conduct monitoring and evaluation
Private Sector collaborate in the back end. Private sector actors integrate their digital products and services into JAKI applications and in the future could invest in marketing opportunities
Civil society and academics provide relevant features, conduct research and activities
Citizens contribute ideas and suggestions for improving JAKI services

Users, Stakeholders & Beneficiaries

Provides 10,609,681 beneficiaries from DKI Jakarta residents and commuters from 4 satellite cities with fast, easy, personalized, cost-efficient, and convenient public service access
Improves the quality of public services and implements good governance
Private sector: provides enhancement in their branding, credibility and access to services
NGOs: more people accessing services thus creates greater community benefits
Universities: research, publication collaboration and community services

Innovation Reflections

Results, Outcomes & Impacts

JAKI Impact (General - SDG 16)

User growth with 4 Mio users (Aug 31st, 2022)
Saved $14,351,913 opportunity cost yearly
>60 integrated services with >80 features with aim to integrate all public services in 1 app that includes inclusive finance, public information and public service interactions

Digital Governance (SDGs 3, 11 & 16)

Active citizen participation in public complaints. JAKI is a primary reporting system with 97% resolution rate & reduced submission time (1 day to 2-3 mins) & resolution time (approx. 5 days, compared to 30 days regulated time). Citizens can directly monitor & evaluate the results online
Increased vaccination participation by reducing registration waiting time from 30 days to 2-3 mins

Digital Economy (SDGs 1 & 2)

Food commodity prices can be monitored in real time, enabling social assistance delivery for low-income citizens as well as giving assistance to 300,000 MSMEs

Digital Society (SDGs 17)

9,302 public Wi-Fi in Jakarta to support remote activity

Challenges and Failures

Integration issues are resolved by the existence of various policies, namely one data, the Governor's Regulation as well as the standard procedures for integration
Boosting public trust in government by emphasising privacy by default as mandated by the Personal Data Protection law
Conducting dissemination and training to introduce JAKI through activation, digital literacy, social media and human capital via digital talent
Periodic surveys and hearings are implemented to carry out development based on community needs such as studies and hearings with people with disabilities on JAKI’s features to enable more disability-friendly features
Ensuring JAKI's sustainability by providing basic services and meeting the needs of the community effectively and efficiently

Conditions for Success

The DKI Jakarta Provincial Government recognizes the value of digital transformation in governance to stay relevant with the dynamic needs of its citizens. For this goal it is necessary to involve the following conditions:

Comprehensive regulations and leadership that ensure the continuity and sustainability of JAKI
Sufficient Human and Financial Resources through provisions of training and technical guidance with support in infrastructure and services
Commitment to data privacy
Willingness to prioritise service design by prioritising community needs
Open collaboration with various stakeholders
Ability to oversee long term projections which are supported by the Institutional Planning and comprehensive Business Model with design thinking methods

Replication

Conceptually, this innovation is very simple to replicate by combining various information and services owned by various Regional Apparatus Organisations into a single application known as Super-App. JAKI is open to collaborating with other city governments and co-creators to develop digital platforms for public services that are in line with citizens' socioeconomic development. JAKI as a government platform can be replicated, marketed and exported to other countries.

Sharing sessions with JAKI have inspired several institutions to develop similar apps, including:

Tangerang City with Tangerang Live application (24/02/2022)
Language Development Centre, Ministry of Education with Halo Bahasa (2021)
West Sumatra Province with Sumbar Madani application (2020)

These proved that JAKI can inspire and be adopted by local governments throughout Indonesia. JAKI is easy to implement as the existing ideas, technology and systems allow it to be applied in big and small cities in Indonesia.

Lessons Learned

In digitalization, focusing solely on technology would not be sufficient. There should be a rethinking of technology not merely as a tool but an ecosystem that can improve the quality of human lives in a sustainable manner. This idea is in line with the concept of Society 5.0 that focuses on a human-centred society, intertwining space between physical and cyberspace and a data-driven society. Technology cannot replace the complex human experiences that are intertwined with cultural contexts. Technology must be able to be utilised in its relevance to everyday needs through personalised and authentic experiences. Long term commitment and sustainability plans should be part of institutional planning, highlighting the importance of inclusive, meaningful, and active participation from citizens.

Anything Else?

JAKI offers various business models:

G2G: Online information/data exchange between government agencies via integrated databases such as handling public complaints
G2C: Delivery of public services and one-way information to the public such as public complaints, information updates, health services, and education resources
B2C: Providing services to individuals or groups of consumers. The collaborations are listed in the "Together Building Jakarta" widget which displays the list of start-ups that have collaborations with Jakarta Government in various fields
B2G: Marketing of government products and services such as government programs to improve the community's economy and access to transportation
G2B: Government-to-Business electronic transaction services

Project Pitch

Supporting Videos

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Indonesia

Year: 2019

Website:

https://jaki.jakarta.go.id/en/

Level of Government: Regional/State government

Status:

Evaluation - understanding whether the innovative initiative has delivered what was needed
Diffusing Lessons - using what was learnt to inform other projects and understanding how the innovation can be applied in other ways