Pengaduan · Citizen Complaint Management
Citizen Complaint Management & AI-Assisted Disposition
Bring citizen complaints from every reporting channel into one queue, let AI classify them and flag duplicates, route each complaint to the responsible agency, and track the handling until it is marked resolved.
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What is a citizen complaint workflow?
A citizen complaint workflow is a structured process that collects public reports from every channel, assesses their content, assigns the agency responsible for handling them, and tracks the follow-up until the complaint is closed. AlurKerja runs this as one connected process: incoming complaints are gathered automatically, analyzed by AI for category and suspected duplicates, dispositioned to the implementing agency, and every step is recorded with its timestamp.
Benefits of citizen complaint automation for government institutions
Every Complaint Channel in One Queue
Reports from the national complaint app, messaging channels, emergency services, and social media are pulled on a schedule into one shared work queue.
AI Classification & Duplicate Merging
AI reads each complaint to determine its category and confidence level, and flags repeated reports about the same incident so nothing is handled twice.
Automatic Disposition with Officer Verification
Clear-cut complaints go straight to the implementing agency, while anything the AI is unsure about enters an officer verification queue before disposition.
Resolution Tracking & Leadership Summary
Every complaint is tracked from intake to closure, and leadership receives a daily summary of complaint volume, distribution, and the items that need attention.
FAQ
Pertanyaan tentang Citizen Complaint Management
What is the AlurKerja-powered citizen complaint system?
The AlurKerja-powered complaint system runs citizen complaint handling as a single business process: pulling complaints from every channel, AI analysis, disposition to the implementing agency, follow-up, and closure, all recorded in one audit trail.
How is the responsible agency decided?
The category produced by the AI analysis is mapped to the agency responsible for it. When the AI confidence falls below the configured threshold or the category is out of scope, the complaint goes to an officer for manual verification and disposition.
Are duplicate reports from several citizens merged?
Yes. Each new complaint is compared against open complaints from the same area and time window, and reports about the same incident are flagged as duplicates so the agency only works on one case.
View the Complaint Management Demo
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