Catya Indra Pratiwi, Product Manager, Jabar Digital Service, Indonesia

1. How do you use your role to ensure that technology and policy are truly inclusive?  

Involving the community to try the beta version of the technology lets them have the experience to use it, so we can get their response whether they can use it comfortably and confidently, or if it has to be more inclusive to use.

It’s not just giving them the technology and leaving them to use it but making sure that their feedback is included in the policy and system, so it becomes an ongoing, accessible solution that benefits everyone. 

2. What’s a moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better? 

Transform the civic services from paper-based to paperless forms and simplify them so they can be used easily on mobile. People who previously had to access the service offline can now use it online and handle everything independently, which was a real turning point.

3. What was the most impactful project you worked on this year, and how did you measure its success in building trust and serving the needs of the public?  

With the support of the Jabar Form digital platform, we were able to help people exchange information more easily. The positive feedback we received was the most rewarding sign of our success. 

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4. What was one unexpected lesson you learned this year about designing for real people? 

This year, I went through my second and third trimester of pregnancy and also maternity leave. During that time, I worked as a public servant while also experiencing what it feels like to be a citizen who genuinely needs inclusive public services.

It really opened my eyes to how essential these services are, especially those designed with inclusivity in mind. They don’t have to be glamorous or complicated. Sometimes the simplest services make the biggest difference in people’s daily lives.

5. We hear a lot about AI. What's a practical example of how AI can be used to make government services more inclusive and trustworthy?  

With the adoption of AI chatbots, government services can become more impactful, inclusive, and trustworthy. People can access what they need online without having to visit an office or wait to speak with someone in person, which makes the whole experience much more convenient and accessible for everyone. 

6. How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?  

Deepening my understanding of AI and exploring how it can be applied responsibly in the public sector. Especially in learning how people respond to AI-driven services. I’m excited to explore AI tools that can make public services more accessible, more intuitive, and more human-centered. 

7. What advice do you have for public sector innovators who want to build a career focused on serving all citizens?

Keep researching what people need, what challenges they face, and how we can make technology sustainable, so the public doesn’t have to constantly adjust their behavior just to keep up with new changes.

8. Who inspires you to build a more inclusive and trustworthy public sector?  

My parents, who are private teachers for students from primary school all the way to senior high, and they’ve always opened our home as a tutoring space for kids from diverse backgrounds. Back in my school days, I often helped them teach and spent time playing with the students. I got to observe how the kids behaved, how they learned, and how much trust they placed in my parents and in that safe, supportive environment. 

9. If you had an unlimited budget, what would your dream project be?  

My dream project would be to build a community shelter, a place where people can learn, play, and socialize in a safe, welcoming environment. I imagine it as a multifunctional space, part learning center, part creative hub, part support system. A place where children can explore and play, teenagers can discover new skills, adults can access resources or training, and families can simply connect with one another.

It wouldn’t just be a building; it would be a space that brings people together, strengthens community bonds, and gives everyone a sense of belonging and opportunity. 

10. Outside tech, what excites you the most? 

Healthcare programs. What makes them so exciting to me is how closely they connect to people’s everyday lives. Good healthcare initiatives can make someone feel supported, healthier, and more informed, even just with small interventions. And when technology, community engagement, and education come together, healthcare programs become even more powerful.