Telkom Indonesia - Digital Command Center for Cyber Diplomacy

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Name of Organization / Company: Telkom Indonesia, Jakarta, Indonesia
Category: P01 - P15 - Award for Innovation in Product Design and Development > P07. Award for Innovation in Government Services

Entry Title: Digital Command Center for Cyber Diplomacy


In performing its rule in foreign policy, the Ministry of Foreign Affairs (MoFA) of Indonesia sets four main pillars;
(1) Protection of Indonesian Citizens
(2) National Supremacy of The Indonesian Republic
(3) Economic Diplomacy, and
(4) Active Role in International Forum.

Ministry of Foreign Affairs, in carrying out those main pillars, requires a precise and accurate data and information in order to respond fast to any domestic and global cases so they can make strategical decisions.

Formerly, The Ministry of Foreign Affairs used conventional method to collect the domestic and global information by merging data manually from several search engines. By using this method, the information can only be available within the next 2 – 3 hours, while the Ministry needs to get the information in real time condition.

Telkom Indonesia proposed Digital Command Center, an innovation of big data analytics platform which transforming conventional method of data gathering system into comprehensive method that provide reliable results. In 2017, Digital Command Center for Cyber Diplomacy was launched by The Ministry of Foreign Affairs to support its strategic plan of 2015-2019 in strengthening diplomacy aspect through the improvement of ICT Readiness.

This innovation is built to be integrated and scalable for future development for the ICT needs of the Ministry of Foreign Affairs to support Cyber Diplomacy. The Digital Command Center, however, covers:

a. Collaboration System
Collaboration System is an existing tool from the Ministry of Foreign Affairs which consists of E-Office, Video- Conference, Email, Instant Messaging, Web-Conference, and IP-PBX.

b. Analytical System
Content analytics system uses natural language queries, trends analysis, contextual discovery and predictive analytics to uncover patterns and trends across information unstructured contents.

c. Transactional System
Transactional system consists of monitoring system, intelligent system, and FCIS (Flight Clearance Information System).

d. Smart Room System
Social Media Monitoring Room is equipped with Monitoring and Controlling Tools, Video Conference devices, Wal Display, and meeting room. This space is designed to meet the ergonomic design workplace in terms of furniture and lighting.

e. Data Center
Data Center provides processing, storage, networking, management and the distribution of data within the Ministry.

f. Infrastructure
The architecture of Digital Command Center includes infrastructure elements; Command Center facilities, assessment of existing ICT infrastructures, ICT hardware and software infrastructures, Command Center operational software license, Big Data systems, appliance Data Warehouse Systems devices, and reporting and presentation systems (executive dashboards).

Digital Command Center provides benefits to all parties involved:

1. Benefits for Ministry of Foreign Affairs

The implementation of Digital Command Center is able to shorten the reporting time process which is the internal KPI of the Ministry of Foreign Affairs, from 2-3 hours after an incident to 30 minutes-1 hour after an incident, or increased by 416%. In addition, the number of news sites that can be analyzed and generated into information has reached 15,000 sites per day, increase 4900%, compared to previous implementation of innovation that only reached as many as 300 sites/ day.

The digital command center contributes the improvement of information accessibility within the representative offices of MoFA worldwide. The information access has reached 61 Embassies and Consulates.

2. Benefits for Telkom

The Implementation of foreign ministry command center has been done in November 16 and has given revenue growth of 722% from IDR 6,27 billion to IDR 51,56 billion. The increased revenue continues in 2017, resulted IDR 66,27 billion.

The development of digital command center is an initial phase in changing the paradigm from reactive ICT Culture into Predictive ICT Environment in the Ministry of Foreign Affairs. In order to pursue the predictive ICT Environment, the next phase it will be integrated with other government agencies, piloting integrated service to citizen abroad and piloting embassy and representative offices application integration.