Analysis of public complaint reports during the COVID-19 pandemic: a case study of Jakarta’s citizen relations management

Abstract

COVID-19, as a newly discovered disease, has suddenly become a major challenging problem for many cities in the world, including Jakarta. This crisis affects all segments in day to day life. Jakarta citizens can report any problems related to COVID-19 through Citizen Relations Management, later known as CRM. This CRM system consists of 14 official complaint platforms that can be used by the citizens to report their complaints to the government and its working units. As a bridge between people and the government, this system is a form of problem-solving innovation. In this study, Exploratory Data Analysis (EDA) was carried out to analyze the pattern of complaint reports concerning COVID-19. The dataset used is CRM report data and daily COVID-19 positive case data. Through the analysis, a linkage is found between the cumulative number of reports related to COVID-19 and the cumulative number of COVID-19 positive cases. During the crisis period like the unfolding COVID-19 pandemic, transparency of information and citizen feedback can make invaluable contributions to an effective national response. This study is expected to encourage CRM to deal with the impact of COVID-19 effectively through the official platforms managed by Jakarta Smart City.