February 23, 2024

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AI, Innovation to Improve Public Service in Indonesia

President Jokowi stressed the need for constant innovation for ministries, agencies and regional governments to speed up services. Rising public expectations will be challenging to achieve without creative problem-solving.

Abdullah Azwar Anas, Minister of Administrative and Bureaucratic Reform (PANRB) said that new ideas are essential to enhancing the standard of government services. However, Anas emphasised that creating a new application for every breakthrough is unnecessary. Since there are presently over 27,000 applications for various public services from several government organisations, they have already been developed.

“It’s encouraging to see the government adopting new approaches to delivering services to make life easier for its constituents. But a new app development effort is not mandatory. No longer is there a ‘one invention, one use’,” he said when inaugurating the 2023 Public Service Innovation Competition (KIPP) Launch.

According to Anas, innovation should simplify people’s lives, not make them more difficult. Minister Anas has stated that integration and interoperability are essential in the future. Both are following the plans of the SPBE Electronic-Based Government System, as directed by President Joko Widodo. Single sign-on at digital public service malls (MPP) is a step towards simplifying all kinds of processes.

“In other words, gone are the days when locals seeking service A first downloaded app A, then manually created account A by entering extensive personal information. Accessing Service B requires using Application B; if you don’t already have a Service B account, you must make one and enter your information again. As well as the others. The populace is in disarray with thousands of service applications today,” he noted.

Furthermore, the government has carried out a digital transformation of public services using artificial intelligence to give convenient services to the community (AI). Diah Natalisa, Deputy for Public Services at the Ministry of Apparatus Empowerment and Bureaucratic Reform (PANRB), has emphasised the importance of digital services and how they improve the efficiency and accessibility of government programmes.

Diah explained that the Indonesian National Artificial Intelligence Strategy 2020-2045 has already been formed. It identifies five priority sectors with promising prospects for AI’s advancement, application, and exploitation. Artificial intelligence innovations are first used in the healthcare industry to improve response times, increase patient numbers served, and lower overall healthcare costs.

Patients can allegedly access medical care via telemedicine without physically going to a clinic or doctor’s office. In addition, there are various ways to employ AI in the realm of bureaucratic reform, such as creating ChatBots that can provide 24-hour, two-way dialogue with the general public.

Meanwhile, Diah argued that the potential for the future growth of artificial intelligence would lead to precision learning in education. Learners’ routine actions are considered with their mental and emotional faculties and physical abilities.

Then, artificial intelligence can be applied to satellite photos in food security to determine which locations have access to electricity and which do not. It’s been theorised that this hypothetical can also be used to catalogue the crops cultivated in a particular region and forecast the yield of each crop.

AI will also help the future of transportation and intelligent urban planning. Diah presented the example of using AI for smart traffic management solutions to guarantee locals’ safe and efficient movement from one place to another.

The Ministry of Administrative and Bureaucratic Reform is developing the Public Service Portal. The portal system’s AI will be optimised to predict and fulfil each user’s needs based on their unique traits.


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