Using citizen evidence to improve public services: lessons from the UPIK program in Yogyakarta

Working and discussion papers
August 2016
Iskhak Fatonie, Arnaldo Pellini, Hester Smidt and Indri Apriliyanti

The Unit for Information and Complaint Service (Unit Pelayanan Informasi dan Keluhan, or UPIK) was started in 2003 under the leadership of the mayor of Yogyakarta City in Indonesia, Herry Zudianto. The Unit enabled more open communication between the public and the city government, and facilitated the use of 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, showing that leadership is key to greater use of knowledge and data in policy-making.