Dyana Chusnulitta Jatnika, Head of Implementation, Jabar Digital Service, Indonesia

1. How do you use technology/policy to improve citizens’ lives? Tell us about your role or organisation. 

As the Head of Implementation and Tribe Lead for Citizen Engagement and Services at Jabar Digital Service, I focus on supporting the implementation of digital transformation programmes for West Java Province.

My primary responsibility is to ensure that flagship initiatives are inclusive, accessible, and beneficial for all layers of society. Digital inclusion is important, where every citizen, regardless of background, has an equal opportunity to access and benefit from digital programmes.

By fostering community participation and empowering rural areas through programs like the Digital Village Initiative (Desa Digital) and Jabar Digital Academy, we aim to bridge the digital divide and equip communities with the tools to thrive in an increasingly digital world.  

Additionally, I work to ensure that policies and regulations supporting digital transformation are well-implemented and measurable. This involves collaborating with various stakeholders to design and execute public policies at the provincial and district levels, ensuring that no citizen is left behind.

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2. What was the most impactful project you worked on this year? 

One of the most impactful projects I've been focusing on over the past year is the Jabar Digital Academy (JDA), alongside the Hotline Jabar initiative. While all our projects are impactful and measurable, JDA stands out due to its direct influence on the local community.

JDA has successfully trained over 1,000 digital talents, equipping them with essential skills for the digital economy. Based on a random survey of 305 respondents, we found that 31 percent saw an increase in income after completing the program, while 51 percent experienced career advancement with promotions.  

Additionally, among 109 alumni who previously had no income, 50 percent are now earning a living, demonstrating the significant socio-economic impact of the program. These results reflect the real-world benefits of digital education and its role in creating better opportunities for individuals in West Java.

Alongside JDA, the Hotline Jabar initiative has also had a significant impact. We’ve successfully centralised the call centers for the entire province of West Java by integrating all public service emergency contact numbers across the region. The primary goal is to make it easier for citizens to access emergency numbers and public service contacts within each district and city.  

3. What was one unexpected learning from 2024? 

One of the unexpected learnings I’ve gained in 2024 is the critical importance of collaboration between the central government, provincial authorities, and local governments (districts and cities). Through initiatives like Jabar Digital Academy and Hotline Jabar, I’ve realised that seamless coordination across all levels of government is essential for the success of digital transformation programs.  

Additionally, local communities play a vital role in ensuring the sustainability of these programs on the ground. For example, in the Digital Village Program, local agents help drive the equitable use of digital technology by advocating and guiding their communities. This grassroots involvement is crucial for ensuring that digital initiatives are adopted widely.  

Moreover, I’ve learned that digital technology empowers individuals in ways I hadn't anticipated, and these insights have been incorporated into my recent academic research. 

4. What’s a tool or technique you’re excited to explore in 2025?     

In 2025, I aim to explore the integration of Artificial Intelligence (AI) in ways that promote inclusive technology for marginalised groups, especially women with children, people with disabilities, and rural communities. As digital technology continues to advance, it is crucial to ensure that its benefits are accessible to everyone, regardless of their background or circumstances.

5. Everybody’s talking about AI today – give us your hot take on AI and what it means for the public sector.    

I believe that AI has big potential to drive positive impact in the public sector, especially when applied with a focus on inclusivity. AI can significantly provide data-driven insights and improve the efficiency of public services, and thus hopefully can reach those who need them most. 

In my role, I also see AI as a tool to bridge the digital divide, particularly for underserved populations. By prioritising inclusivity in AI deployment, we can ensure that the benefits of digital transformation are shared equitably across all segments of society.

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6. What are your priorities for 2025?   

As an academic in the field of social welfare, who is also involved in digital transformation, my priority for 2025 is to advocate for and contribute to the development of digital transformation policies that are inclusive and accessible to all layers of society.

I plan to focus on creating policies that not only promote technological advancements but also ensure that digital inclusion and social inclusion are at the forefront. This means ensuring that vulnerable groups—such as women, people with disabilities, and rural communities—have equal access to digital tools and services.  

By fostering policies that prioritise equitable access and technology-driven social inclusion, I hope to optimise the benefits of digital transformation, enabling all citizens to thrive in an increasingly digital world.

7. What advice do you have for public sector innovators? 

Technology is not just about the products we develop; it’s about the people who use them. The most important aspect of any technological initiative is ensuring that it serves the needs of the communities. Therefore, collaboration across sectors is crucial. 

Furthermore, planning must be aligned across all levels of government—from central to regional to local levels—so that digital initiatives are effectively implemented, accessible, and sustainable for all citizens, including those in the most remote areas. 

8. Who inspires you today?    

A major source of inspiration for me are social inclusion champions, particularly in the context of the digital revolution. These people’s dedication to empowering underserved communities while navigating the rapid advancements in technology resonates deeply with my own work in digital inclusion and social welfare. 

This feature was made possible in partnership with Jabar Digital Service