Using Citizen Evidence to Improve Public Services: Lessons from the UPIK Program in Yogyakarta

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This study describes that leadership is key to greater use of knowledge and data in policy making. Under the leadership of the mayor of Yogyakarta City, Herry Zudianto, the Unit for Information and Complaint Service (Unit Pelayanan Informasi dan Keluhan, or UPIK) was started in 2003, creating more open communication between the public and the City Government and making use citizen feedback and opinion in policy implementation decisions.  UPIK has helped track public service problems and performance across local government units and highlight where services need improvement. Data from the local university as the external third-party surveyor show that more than a decade after being launched, the user satisfaction index of UPIK remains high at 70.86 in 2014. Sustained efforts and investment by the City Government have helped ensure the operation and sustainability of UPIK.