Margasari Urban Village, Balikpapan City, has introduced social innovation through the digitalization of archival services and community complaint handling. This initiative emerged from the need to improve the quality of public services, which were previously dominated by manual processes that were time-consuming and poorly integrated across neighborhood units (RT).

Background of the Innovation

As an urban village with 32 neighborhood units (RT) and a relatively high level of community mobility, Margasari faces challenges in administrative management, archival storage, and handling public complaints. Manual processes not only pose risks of data loss but also make service monitoring and transparency difficult.

To address these challenges, a social innovation team developed a web-based information system tailored to the needs of both the urban village administration and the community. This digitalization is expected to provide faster, more efficient, and more accountable public services.

Integrated Digital Service System

The digital system of Margasari Urban Village was developed using a participatory approach, directly involving village officials and neighborhood heads (RT leaders) from the planning stage. The main features include:

Digital Archiving of RT Reports
RT leaders can submit monthly reports online, ranging from population data to community activities. This system replaces physical documents and includes a verification workflow by the urban village administration.

Community Complaint Service
Residents can submit complaints without the need to register an account. Each report can be tracked in real time, ensuring a more transparent handling process.

Interactive Digital Map
The system presents a digital map visualizing the 32 RT areas, making it easier to identify neighborhoods, access RT leader information, and monitor environmental conditions.

Official News and Announcement Portal
Information on activities, important announcements, and urban village policies can be accessed by the community quickly and from a centralized platform.

24-Hour Service Chatbot
The system is equipped with an artificial intelligence–based chatbot that helps answer community questions related to urban village services at any time.

Positive Impact on the Urban Village and the Community

The implementation of this digital system has produced tangible benefits for Margasari Urban Village. Administrative processes have become more efficient, archive management is more secure, and coordination between the urban village administration and RT units is more integrated. In addition, the community now has an official and accessible channel to express aspirations and submit complaints.

Evaluation results indicate a very high level of satisfaction among village staff and RT leaders, demonstrating that the digital innovation effectively meets on-the-ground needs.

Toward Modern and Transparent Public Services

The digitalization of services in Margasari Urban Village serves as a concrete example of technology-based social innovation at the level of government closest to the community. Going forward, this system is expected to continue evolving and be replicated in other areas as part of the broader digital transformation of public services.

By utilizing information technology appropriately, Margasari Urban Village is committed to delivering services that are more responsive, transparent, and oriented toward community needs.