JSI RESOURCES: Publications

Makassar Citizen Reporting System Assessment Report


In 2020, the USAID-funded Building Healthy Cities project conducted an assessment of the Call Center 112 citizen reporting system (CRS) in Makassar, Indonesia. This report summarizes those findings and provides recommendations for improvement. 

Increased access to digital technology enables citizens to engage with city administrations to solve problems in urban neighborhoods. Makassar has initiated multiple CRSs including Call Center 112, Smart rukun tetangga/rukun warga (RT/RW) application, and Qlue application. This report focuses on Call Center 112, with the objective of giving the City of Makassar useful and timely information on how to improve the uptake and continued use of CRSs.

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