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Qlue Smart City Participation System

Qlue Smart City Participation System 570 380 WeGO


Implemented in 2014

Project Duration:
3 years pilot, extended additional 3 years

Funding Source: Jakarta City Government
Budget: $300,000 (platform development and licensing)

QlueMyCity’ is a map-based integrated reporting and monitoring platform utilizing citizen participation to identify city problems and provide service feedback on those problems. The mobile app was developed by the locally-based tech company Qlue.

The pilot program operated from 2014-2017 and was granted a three-year extension based upon its success and will run until 2020. This project aimed to address three main issues: public service transformation (through improved complaint-handling mechanism and administration), data collection and management, as well as increasing citizen participation in Jakarta. This project has been helping citizens to engage more in public e-participation and city officials to better address the city’s urban problems and monitor government performance.


  • Data is managed through a GIS-based dashboard that can be overlaid with other city data to generate multiple combinations of insights to help address specific city problems.
  • Through this platform, citizens can report such things as clogged drains, waste disposal issues, broken street lights, damaged roads, and floods, amongst others, and request a public service response to such.
  • Citizen service requests and feedback from the mobile smartphone platform automatically enter the city’s database and are delegated to the relevant city service unit, as well as to relevant individual city officials. Once a problem is resolved, the app displays a picture of how the problem has been resolved by city services, while allowing users, both the citizens who reported the problem and others who have seen the issue, to rate their satisfaction.
  • Qlue trains Jakarta staff and transfers technological capabilities to them, but as some of the technology requires very specialized expertise, Jakarta Smart City hired 5 civil officials and 40 other professionals from the private sector.


  • By a variety of measures, the program has been considered a success, enough so to extend and expand upon the project past its initial three-year trial. The system has 500,000 registered users, of which 4,000 are active daily. 91% of citizens claim satisfaction with the system, while 61% of survey respondents found it effective in solving problems.
  • Qlue has been recognized globally as it was awarded Best Mobility Project by the World Smart City Organization in 2018 and Best Mobile Governance Applications on Public Empowerment Category at the World Government Summit in 2019.
  • According to data collected by Qlue, response rate for concerns raised by citizens via Qlue MyCity averaged to 13 days, but also ranged from 2-3 hours for some complaints such as waste removal to much longer for infrastructure repairs.
  • City officials and mangers can, at least in part, address a city’s urban problems by engaging more public e-participation in order to monitor government performance. While the district officer performance evaluations are output reflective of individual performance and not the performance of the project itself, the project has increased performance measureability for public officials and held them more accountable for their work.


Qlue website –


YEAR Number of Appointments per year
2011-2012 2.3 million
2013 33.5 million
2014 56.9 million
2015 63 million
2016 63.4 million
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