Head of Operations Readiness Section B at the Bureau of Operations Control (Kasiagaops B Rodalops) under the Polri Operations Staff (Sops), Kombes Pol Hari Brata, and the outline of the change project he initiated.

progresifjaya.co.id, JAKARTA – The Polri continues to urge its personnel to accelerate the digital transformation of public services in order to enhance the speed and accuracy of responses to various potential security threats. One such initiative is a transformation project spearheaded by Kombes Pol Hari Brata, Head of Operations Readiness Section B at the Bureau of Operations Control (Kasiagaops B Rodalops) under the Polri Operations Staff (Sops). The project is titled “Building an Integrated, Responsive Contingency Complaint Management System for National Security Resilience.”

This initiative was prompted by the increasingly complex dynamics of national security amidst the rapid evolution of information technology, social media, and digital connectivity. Concurrently, the public is increasingly utilizing digital channels to submit complaints and share information regarding public security and order (kamtibmas).

Through this reform project, public complaints will no longer be viewed merely as administrative matters. Instead, they will be leveraged as sources of strategic information to support early detection, tactical intelligence, rapid response, and operational decision-making within the Polri.

In his statement, Kombes Pol Hari Brata noted, that this transformation is essential to ensure that the management of contingency-related complaints keeps pace with threats that are becoming increasingly rapid and complex.

“We must manage public complaints not just as incoming reports, but as strategic information that supports early detection and accelerates the Polri’s response. Therefore, the system must be responsive, integrated, and real-time, while also capable of facilitating quick and accurate decision-making,” explained Kombes Pol Hari Brata in Jakarta on Monday, August 17, 2026.

The project aims to integrate public complaint management by strengthening policies, establishing Standard Operating Procedures (SOPs) for quick responses, developing a real-time contingency complaint monitoring dashboard, and enhancing cross-functional and inter-agency coordination.

Implementation of the project includes developing a dashboard prototype that integrates public complaint data in a rapid, accurate, and centralized manner. The system is also designed to refine the Polri’s existing Daily Operating Reporting System (DORS). In this way, information management extends beyond conventional incidents or crimes to also accommodate contingency events requiring rapid handling.

This integration enables the faster receipt of and response to information regarding contingency events, including through mechanisms for dispatching personnel or forces to carry out mitigation.

This step is crucial because contingency events require immediate handling to prevent escalation and minimize potentially severe impacts.

In addition to system development, human resource capacity is being strengthened through workshops on contingency complaint handling and the formulation of a joint commitment to integrated, cross-functional complaint management.

Kombes Pol Hari Brata further explained, that the integrated system is expected to shift the complaint-handling approach from a predominantly reactive one to a faster, predictive, and preventive model.

“We are building this transformation to ensure that any complaint with the potential to escalate into a contingency situation can be promptly received, verified, routed to the appropriate unit, followed up on, and monitored. In this way, public complaints can become an integral part of the Polri’s early warning system,” he stated.

This reform project will also foster cross-functional and inter-agency collaboration. Strengthening coordination is crucial to ensuring that information received from the public is acted upon effectively, based on the specific nature and urgency of the issue.

The project design leverages several robust existing assets within the Polri, including the 110 Call Center and Dumas Presisi (Precision Public Complaint) services, command centers, IT infrastructure, data communication networks, and the personnel required to manage complaints and operational control.

He emphasized, that the success of this complaint management transformation depends not only on technology but also on personnel readiness, clear standard operating procedures, cross-functional coordination, and the support of all stakeholders.

“Technology is merely one instrument. Equally important are personnel readiness, standardized workflows, cross-functional coordination, and stakeholder collaboration. Everything must operate within a unified system to ensure that responses to public complaints are truly rapid and integrated,” he said.

Through this reform project, a rapid, responsive, integrated, and professional system for managing contingency-related complaints can be realized. This transformation also serves as a foundation for enhancing the Polri’s public services, boosting public trust, and bolstering national security resilience in the face of evolving threats. Excellent. (Bembo)