Mining Citizen Feedback Data for Enhanced Local Government Decision-Making

PARTNERS: Nusa Tenggara Barat (NTB) Provincial Government, LAPOR! UNIT (Office of the President of Indonesia)

PROGRAM AREA: Economic Well-Being

PULSE LAB: Jakarta

DOWNLOAD CASE STUDY: UN Global Pulse, “Mining Citizen Feedback Data for Enhanced Local Government Decision-Making”, Global Pulse Project Series no.16, 2015 [PDF]


Like many middle-income countries, decentralisation is a national priority in Indonesia. As their administrative responsibilities and fiscal resources have increased, local governments have sought better evidence to inform policy. In this project, Pulse Lab Jakarta worked with the Nusa Tenggara Barat (NTB) provincial government to explore the contribution of advanced data analytics to local government decision-making by generating insights from a combination of existing complaint systems and passive feedback from citizens on social media.

The results demonstrate the potential utility of (a) near real-time information on public policy issues and their corresponding locations within defined constituencies, (b) enhanced data analysis for prioritisation and rapid response, and (c) deriving insights on different aspects of citizen feedback. The publication of citizen feedback on public-facing dashboards can enhance transparency and help constituents understand how their feedback is processed.