Automating Public Complaint Classification Through JakLapor Channel: A Case Study of Jakarta, Indonesia

Sheila Maulida Intani, Bahrul Ilmi Nasution, Muhammad Erza Aminanto, Yudhistira Nugraha, Nurhayati Muchtar, Juan Intan Kanggrawan

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

The DKI Jakarta provincial government is ready to support the digital transformation program with a series of digitally integrated policies. Residents of DKI Jakarta can now easily submit complaints about problems in their surrounding environment through the JakLapor service feature on the JAKI application. However, incoming reports are still manually classified. As a result, many citizens still report unsuitable complaints based on their category. This research aims to compare and find the best complaint classification model by applying multiple machine learning models to classify texts automatically. We also use feature extraction to see which model performs the best. This study employed Support Vector Machine (SVM), Random Forest (RF), Extreme Gradient Boosting (XGBoost), and Adaptive Boosting (AdaBoost) algorithms as the machine learning model. Meanwhile, we use Count Vectorizer, Terms Frequency-Inverse Document Frequency (TF-IDF), N-Gram, and Latent Semantic Analysis (LSA) as the feature extraction algorithms. The classification results show that the Random Forest method model with TFIDF feature extraction is the most accurate and optimal model among the others, with a 90% accuracy rate.

Original languageEnglish
Title of host publicationISC2 2022 - 8th IEEE International Smart Cities Conference
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781665485616
DOIs
Publication statusPublished - 2022
Event8th IEEE International Smart Cities Conference, ISC2 2022 - Pafos, Cyprus
Duration: 26 Sep 202229 Sep 2022

Publication series

NameISC2 2022 - 8th IEEE International Smart Cities Conference

Conference

Conference8th IEEE International Smart Cities Conference, ISC2 2022
Country/TerritoryCyprus
CityPafos
Period26/09/2229/09/22

Keywords

  • Indonesia
  • Jakarta
  • Public complaints
  • Text analysis

Fingerprint

Dive into the research topics of 'Automating Public Complaint Classification Through JakLapor Channel: A Case Study of Jakarta, Indonesia'. Together they form a unique fingerprint.

Cite this