Ika Mardiah, Head of Communication and Informatics Agency, West Java, Indonesia

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

Among many flagships digital transformation programmes in West Java, I am currently focusing on two pivotal initiatives: SMART Jabar and Sapawarga.

SMART Jabar integrates data-driven governance to enhance decision-making within government institutions in West Java, serving as its primary user base. By consolidating data from various sectors, this initiative enables more measurable and integrated data-driven governance, simplifying bureaucratic processes and enhancing government efficiency. 

Sapawarga is a digital platform designed to bridge communication between the government and citizens. This super app empowers citizens by enabling them to report issues, access public services and provide feedback directly to local authorities.  

It has promoted transparency, improved service delivery, and strengthened civic engagement, creating a more connected and responsive governance ecosystem.

Through my role, I strive to foster a digitally inclusive and responsive governance framework, ensuring that these initiatives effectively transform how the government interacts with and serves its citizens.

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

Over the past year, Sapawarga has emerged as a transformative initiative with significant impact on public service delivery in West Java. By integrating over 60 public services and collaborating with more than 24 government agencies, the platform has streamlined essential processes, including vehicle tax payments, public complaints, job vacancy information, and student enrollment. 

With 3.17 million users' access, 666,186 monthly active users, and an impressive 4.7-star rating in app stores, Sapawarga has demonstrated its effectiveness and popularity. It adopts a user-centered design approach and continuously evolves based on feedback, ensuring its relevance and accessibility. 

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3. What was one unexpected learning from 2024?    

One of the unexpected learnings in 2024 was the realisation of the importance of continuous user engagement on initiatives such as Sapawarga. While the platform has been successful, feedback from users highlighted various challenges, such as varying levels of digital literacy and the need for more personalised and localised features. 

This underscores the importance of building inclusive digital platforms and creating solutions that can be adapted to meet the needs of diverse communities.   

Next is the importance of scalability and interoperability. As West Java collaborates to replicate its programmes in other regions of Indonesia, we recognise the need to design solutions that are easily scalable and interoperable. This approach ensures that programmes developed in West Java can maximise their impact beyond the provincial context.

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

In 2025, I am eager to explore the integration of Artificial Intelligence (AI) to improve public services and governance in West Java. The vision is to create a seamless AI-driven ecosystem that addresses citizens' needs throughout their life journeys, from birth to death. AI could be leveraged to personalise services, predict needs, and ensure greater efficiency in public administration.

To support this transformation, Jabar Digital Academy (JDA) will play a pivotal role in developing and nurturing digital talent in West Java. By equipping local professionals with the skills required to innovate and implement AI solutions, we aim to foster sustainable development while aligning technological advancements with the unique needs of West Java. 

We are also committed to continuously reviewing, evaluating, and studying innovative approaches to enhance data interoperability. One of our significant achievements is the implementation of a Data Exchange Layer powered by the open-source X-Road platform; a solution widely adopted by global communities.  

This platform’s advanced capabilities—such as support for distributed systems, digital signatures, and public key infrastructures—have provided a solid foundation for our next major initiative: implementing a comprehensive Digital Identity framework. 

Building on these achievements, we are also exploring the potential of blockchain technology to strengthen governance processes in areas such as civil services, land registries and government budgeting systems.  

By leveraging blockchain, we aim to foster greater public trust, accountability, and transparency in the management of critical public services and resources. This strategic focus will not only enhance governance and service delivery but also position West Java as a leader in leveraging AI for societal benefit. 

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

I see AI as a transformative tool capable of driving public service innovation and improving efficiency, personalisation and responsiveness. In West Java, we have implemented AI-based solutions, such as an automated system for the West Java Hotline and smart city initiatives that leverage AI to monitor data from flagship programmes. These innovations enable faster responses, data-driven insights and improved services. 

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6. What are your priorities for 2025?    

In 2025, my priority is to develop and enhance a seamless, citizen-focused system that integrates all population-related services into a unified digital platform. This system will provide easy access to essential services like birth certificates, marriage registration, ID card renewals, and death certificates.

Additionally, I plan to continue reducing bureaucratic inefficiencies within the government by leveraging advanced technologies. This approach will ensure that government operations become more transparent, efficient, and citizen centric. Our ultimate goal is to set a new standard for public service excellence in West Java. 

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

My key advice is to focus on citizen-centric solutions that are inclusive and adaptable to diverse needs. Tools should be intuitive and accessible, especially for underrepresented groups, including those in rural areas.

Next, collaboration is critical. By working closely with stakeholders and local communities, innovators can create impactful and sustainable solutions that address real-world challenges. 

8. Who inspires you today? 

The figure who inspires me is Raden Ajeng Kartini (Indonesian female national hero), whose pioneering vision of equality and social reform continues to resonate today. Her determination to challenge social norms and advocate for empowerment motivates my work in digital transformation for West Java. 

Just as Kartini sought to uplift women and promote equal opportunities, I am dedicated to creating an inclusive digital ecosystem through initiatives like Sapawarga and Jabar Digital Academy. Her legacy inspires me to ensure that technological advancements not only drive innovation but also benefit everyone, especially those who are most in need. 

This feature was made possible in partnership with Jabar Digital Service (JDS), Indonesia