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            15 / 09 / 16

            Qlue is Indonesia's corruption-busting municipal complaints app

            • Stroll around the streets of Jakarta and you might bump into a group of workers dressed in orange jumpsuits, occasionally taking pictures on duty. Chances are they come from the city’s sanitary agency, posting a resolved issue report to Qlue.

              Launched in collaboration with Jakarta’s provincial government in 2014, Qlue (from keluhan meaning complaint) has become the main way Jakartans voice frustrations about their city. The app receives an average of 40,000 reports each day, 80 per cent of which are processed. Most complaints are about waste disposal, and they're often responded to within just a couple of hours.

              The user interface is far from intimidating. Tap the cheerfully designed icon and a timeline appears showing complaints submitted by fellow Qlue users in close proximity. It looks more like a social media app more than a government tool.

              In order to submit a complaint, users snap a picture of a problem, choose the appropriate category, and file a report on the spot. Colour-coded updates are given with red meaning pending, yellow meaning processed, and green meaning completed.

              Jakarta’s government employees – equipped with sister application CROP – manage the incoming submissions, directing complaints to relevant departments while making sure they're resolved within a specific time frame. Giving teeth to the tech, Basuki Tjahya Purnama, the province’s governor, stated that he would not refrain from charging penalties to departments who fail to respond to complaints.

              All complaints are archived and can be viewed online, a level of transparency that helps take on bureaucratic corruption that previously made it almost impossible to have dissatisfactions heard, let alone resolved.

              The rise of independent figures leading some of the biggest cities in Java including Solo, Bandung, and Surabaya, not to mention Jokowi’s election as president, has exposed the public to leadership that forgoes toadyism and involves citizens in solving problems. The 24/7 access to monitor and communicate with the government feeds the nation's higher demand for political integrity.

              Image source: e27

              • Article by Annya Suhardi