| 4. In which ways is the initiative creative and innovative?
1. Collecting ideas/initiatives
Traffic and transportation in the Republic of Indonesia continuously develops. The community is active and the business world continuously evolves, hence information is required to achieve smooth business operations. The public’s curiosity arises faster than the police’s ability to monitor or handle the problem.
As a result, the collection of ideas/initiatives to handle this issue becomes a basis to solve traffic problems. Luckily, long before 2007, Polri has implemented a number of small initiatives, such as collaborating with the media (Indosiar TV channel and Sonora FM Radio) to provide information regarding their efforts to handle the traffic conditions. Cooperation to provide information in the form of a talk show providing input on various matters.
The ideas or inputs will then be focused. Based on this, the Chief of the Indonesian National Police developed the NTMC.
2. Identifying the required information technology system
The identification of the appropriate information technology system was done to realize this major work. The information technology system that was referred to and was finally selected must answer the needs: to support traffic management in Indonesia.
In this approach, Polri invited the main stakeholders for road and transportation. They are requested to provide important information, so the required technology system can be developed immediately.
3. The development of information technology system
When an information technology system to supports traffic management has been selected, the development of this information technology system must be performed. Polri developed various efforts so the system can easily be implemented and run. Polri once again invited all the stakeholders to check the information technology system requirements that can answer the primary needs of traffic management.
When all parties have determined the system requirement, the Polri rank and information technology experts will translate it into an information technology system. This system becomes Polri’s starting point as the implementer of the Traffic and Road Pusdalinfokom. This system then becomes a part of the SIMTEKPOL.
4. Strengthening and determining the institutional form
The decision for the Pusdalinfokom institutional form is inseparable from the mandate of Law No. 22 of 2009 on Traffic and Transportation. This law mandates Polri to develop the most appropriate form for the Pusdalinfokom. This will then support the effort to “scale up” the Polda Metro TMC to the national level. Therefore, the efforts and role of the TMC can be perceived as the grounds to establish an NTMC as a traffic and transportation Pusdalinfokom.
5. Preparation of resources
The subsequent step is the preparation of resources, referring to the chosen information technology system.
The availability of human resources (police) who can translate many of the systems need will be highly supportive for this step. Also, the availability of a legal umbrella (Law No. 22 of 2009) to support the NTMC. With the existence of a legal umbrella, the availability of funds is also ensured.
The challenge faced (at the time) is the availability of logistics to operate the system. However, this can quickly be overcome when the network along with information technology experts eases the provision of the logistics.
6. Preparing the type of services
The NTMC targets a 24 hour service. There are two types of services provided. One is directly related to the provision of information. And, there is also services that support the services provided by Polri.
Directly related to the provision of information are: (1) services to meet data, information and communication needs on traffic and transportation; (2) analysis, evaluation of traffic violations, traffic jams and accidents; (3) provision of information on road conditions and public services; (4) providing information on air quality; and (5) providing information on lost and found vehicles.
On the other hand, services supporting the services provided by the traffic unit are: (1) quick response support for traffic violations, traffic jam and accidents and other incidents affecting traffic and transportation; (2) direct or electronics based law enforcement support; (3) services for making driver’s license, vehicle registration card, proof of motor vehicle ownership; and (4) traffic control support by managing, securing, escorting and patrolling; and (5) controlling traffic movement and transportation and
The determination of the type of service is inseparable from the hopes that the NTMC will become an accurate information provider for the public and to obtain the best services from Polri.
7. Determining the reporting method
The main activity of this step is to provide, receive and act upon the traffic information from and to the public. On this basis, Polri then utilized all communication distribution media from and to the public.
The NTMC developed its own online site. In this site, the NTMC provides more detailed information. This site also encourages all parties to provide detailed input. The NTMC also developed a call center and sms center.
In addition to having its own site and call/sms center, the NTMC also chose social media as an effort to make it easier for the community to access all of the required traffic information. The NTMC chose Facebook and Twitter as their social media.
In addition, to make it easier for the public to receive audio visual information, the NTMC also collaborates with a number of TV and radio stations. Both can provide live report information. The NTMC staffs were involved as presenters.
| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The NTMC stakeholders involved in this initiative are a number of ministries/government agencies, media, university, information technology experts, and the general public. The ministries/agencies that hold duties and functions associated with road improvements are:
• Ministry of Transportation, this ministry will provide data on the types of vehicles that can or regularly accesses a number of roads monitored by the NTMC. This ministry also refers the NTMC when determining additional type of public transportation required by the community living near the main road;
• Ministry of Public Works, this ministry will provide data on the quality of roads monitored by the NTMC. With information on the quality of the roads, the NTMC can determine the personnel required to secure and control the roads. The Ministry of Public Works benefits from the NTMC. They can identify and map the roads that needs to be repaired, maintained and enhanced;
• Ministry of Industry, this ministry provides traffic data on industrial areas. On the contrary, the ministry also gets referrals regarding industrial areas where roads have to be constantly improved;
• Universities, referring to the results of their research, universities provide information on areas where the roads requires development, maintenance and enhancement. Universities also continuously refer to the NTMC Data for studies comparing the quality of one road to another;
• Information technology consultant, they will develop a number of computer programs;
• Media, they also provide a traffic hotline or program. The NTMC staff can disseminate information in the media. They can also perform live broadcast in that media. On the contrary, the media always refers to the NTMC because their resources for traffic related matters are not as sufficient as the NTMC. However, the bottom line is that the media and NTMC always exchange information;
• Parliament, a lot of parliament members refer to the NTMC information when determining traffic related policies;
• Public, like the media, the public (both individuals or groups) and the NTMC benefit from each other. Both of them exchange information.
| 6. How was the strategy implemented and what resources were mobilized?
The NTMC has their own building, but it’s still located in the Polri Traffic Corps complex. This building stands alone and is separate from the other police traffic units.
The NTMC has relatively advanced technology resources. NTMC operations are supported by technology, such as CCTV in several areas; GIS; and GPS. In addition, 80 television screens also complements the NTMC. This large amount will assist the personnel in observing the road conditions in 80 locations.
To accommodate the information and input from the community, the NTMC is also equipped with a high-technology server. This server can store thousands of data received by the NTMC every day.
To obtain data quickly, the NTMC is also equipped with a hotline and fax number.
In conducting their daily operations, three teams are assigned to operate the NTMC. Each team consists of eight people (men and women). They are assigned as operators.
The internal operator is responsible to receive and provide information, from and to the field officers. The internal operator also gives instructions/commands to the field officers to take measures on matters such as traffic diversion or giving priorities or other actions.
The operator checks the map of the area that has GIS, GPS, CCTV support/capability as well as manual maps in order to provide instructions/orders and accelerate services, particularly in conveying issues which were done through a network system or an integrated system.
Telephone, SMS, fax and email operators are assigned to receive and provide information from and to the public. Communication can be done directly or via electronic media ((TV/radio). However, there are times when the question and answer of various issues falling under the responsibility of the police can be conducted on air/live. The operator is required to master the information and circumstances of the existing areas through various infrastructures supporting the NTMC. This operator is also responsible for the promotion or campaign to build public trust and cooperation with the police.
Financial resources for facilities and infrastructure required by the NTMC is a part of the Polri budget. This budget will always be provided by the Government of the Republic of Indonesia every year.
| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The outputs of this initiative are:
Increasing public involvement in traffic management
Before the NTMC was established, the public only acts as passive actors. They were only a part of the audience group. On the other hand, they also become the victims. In all traffic jam cases, they rarely know the root causes of the traffic jam. As a result, they often feel at a disadvantage.
The NTMC can encourage their participation in traffic management. The NTMC opened opportunities for the people to provide traffic related information. Therefore, the public also contributes to the smooth flow of traffic.
Easily accessible traffic information
Before the NTMC was established, people stuck in traffic jam faced difficulty in identifying the root cause of the traffic jam. They often also feel at a disadvantage due to this lack of information.
The establishment of the NTMC enables the public to easily obtain traffic information. Even when they are out of town, the public can also request, as well as provide information. They know where to report and provide information. With this convenience, people can know traffic information before or after conducting their activities.
Faster police response to traffic issues
The speed in which information is obtained also led to a rapid response by the police. This is what the public truly hopes for.
Police are now able to follow up the traffic information obtained from the public or from applicable information technology. At this point, the police arrived faster to overcome an accident or a situation. In essence, the NTMC is extremely useful to improve police response.
| 8. What were the most successful outputs and why was the initiative effective?
There are at least four factors that must be performed to monitor the development and evaluate the activities in the NTMC. These four factors serve as a reference for the development of subsequent activities.
1. System implementation and improving the member performance management
The performance management system for traffic police serving in the NTMC aims to improve the member’s performance quality. The implementation of a member performance management system is also an important step to increase the quality of members.
In its implementation, the system requires the traffic police serving in NTMC to always work optimally in providing information. They are requested to develop a work plan that can contribute to achieving the objectives. The work plan will become a reference for all members in performing their duties. The system also equips them with all the knowledge and abilities required to carry out their duties.
2. Reporting in the internal level
The member performance management system also encourages all members serving in the NTMC to write a daily, monthly and annual report. The report contains the outcomes of their activities in the NTMC. This report will also become a reference for the NTMC to improve its outcomes and objectives in the future.
3. Information technology management system maintenance
This system is intended to maintain and ensure that the information technology management system can continue to meet the needs of current development. The information technology system in NTMC is comprehensively examined at least every four months. This aims to ensure that the NTMC can advance the development of information technology to improve the reception and provision of information services.
Often, the maintenance of information technology systems also encourages the NTMC to update their equipment, modify their reception system, and others. This step only intends to ensure that the information received are always valid. Therefore, the technology in NTMC in the last five years is still in line with the current development.
4. Collecting testimonies through a public satisfaction survey
To encourage good quality information services, the NTMC always actively receives and invites the public to assess them. Every year, the NTMC always holds a survey on the level of public satisfaction. This survey also solicits the suggestions or hopes of the public for the NTMC. This survey directly indicates to what extent the NTMC should develop itself, and also becomes a reference in preparing future work programs for the NTMC.
5. Reporting to the public
This step aims to improve the accountability of the NTMC to the public. Accountability is as a part of public service providers responsibility to the public. Reporting to the public also aims to improve the public’s trust to the NTMC. This trust will encourage quality improvement, as well as strengthening the role and function of the NTMC.
| 9. What were the main obstacles encountered and how were they overcome?
Important factors that become an obstacle in providing information to the public are:
Limitations in providing information through social media
On 7 December 2013, the NTMC’s twitter account i.e.@NTMCLantasPolri has 154,380 followers. This account was used since 6 April 2010. There might not be too many followers. However, assessing form the originating location, the followers come from all over Indonesia.
Since free social media (in this case, Twitter) has been used by a large number of the community, the option to open a Twitter account became relatively strategic. Oftentimes, a large number of followers are always connected with this social media. The information will definitely be delivered. However, the NTMC often faces difficulty in providing detailed information on a traffic situation. Therefore, the NTMC often provides information via the NTMC site.
The challenges faced by NTMC in the future are how to respond to more severe situations in the future. A number of challenges identified are that in 2013, from a total of 1.2 million cars sold (Gaikindo, Nov 2013) and approximately 8 million motorcycles sold (AISI, Nov 2013), the majority of the sales are concentrated in Jakarta; the total length of the road has not increased; and the public still requires continuous reminding to abide by traffic regulations.
However, traffic information will still be available. NTMC will certainly continue to provide information.