Sahabat PU is an AI-powered government ticketing system built for Indonesia's Ministry of Public Works and Housing. Citizens interact with an AI chatbot to get instant answers about government services, submit structured forms, and create support tickets that flow through configurable workflows — bridging the gap between public service delivery and citizen accessibility.
Key Features
1. AI Chat Widget
An embeddable chatbot powered by Google Gemini streams real-time responses to citizen inquiries. The AI loads service-specific PDF documents as context, ensuring accurate and grounded answers. All AI usage metrics — token consumption, cost, and response time — are logged for transparency and optimization.
2. Multi-Service Ticket Management
Each government service defines its own configurable workflow steps. Citizens create tickets that progress through defined stages, with full status tracking, message threads for follow-up communication, and a rating system for service quality feedback.
3. Dynamic Service Menus
Services expose customizable menu items that can link to informational pages, submission forms, or AI chat entry points. This flexible architecture allows each department to tailor its citizen-facing interface without code changes.
4. Webhook Integration
External systems receive real-time notifications via HMAC-signed webhooks, enabling secure integrations with existing government infrastructure. API key management provides granular access control for third-party consumers.
5. Analytics Dashboards
Comprehensive dashboards track ticket volumes, resolution times, and service quality metrics alongside AI usage analytics. Administrators can monitor chatbot effectiveness, identify common citizen inquiries, and optimize service delivery based on data.
Purpose and Benefits
Sahabat PU modernizes citizen-government interaction by combining AI-powered self-service with structured ticketing workflows. Citizens get immediate answers to common questions while complex issues are routed to the right department through configurable pipelines — reducing response times and improving public service accessibility across the ministry.