Frequently Asked Questions

General

What is the KDT (Kartu Tanda Disabilitas)?

The KDT (Integrated Disability Card) is an official identification card issued by the Dinas Sosial Kota Bandung to persons with disabilities. It serves as proof of disability status and enables access to government services, social assistance programs, and other benefits.

Who can use this system?

The system is designed for:

• RW Enumerators: Field workers who collect disability data at the neighborhood level
• Kelurahan Operators: Validate data submitted from RW level
• Kecamatan Operators: Verify validated data before city approval
• City Administrators: Final approval of KDT issuance and system configuration
• Print Operators: Manage printing and distribution of physical KDT cards
• Analysts: View analytics and generate reports
• QA Auditors: Monitor audit logs and data quality

How do I get access to the system?

Contact your supervisor or the City Administrator to request an account. Your account will be created with the appropriate role and geographic scope based on your responsibilities.

What browser should I use?

We recommend using the latest version of:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Safari (macOS)

Is my data secure?

Yes. The system implements multiple security measures:

• All personal data (NIK, KK) is encrypted at rest
• Role-based access control limits what you can see
• Geographic scope restrictions prevent cross-boundary access
• All sensitive actions are logged in an audit trail
• Data masking hides PII from unauthorized roles

Person Registry

How do I create a new person record?

1. Click "Persons" in the navigation menu
2. Click "Add New Person" button
3. Complete the 7-step form:
   • Identity (NIK, Name, Birth info)
   • Address (Province, City, Kecamatan, Kelurahan, RW, full address)
   • Contact (Phone, Email, Emergency contact)
   • Disability Profile (Type, Severity, Cause, Onset)
   • Socioeconomic (Employment, Education, Assistance programs)
   • Documents (ID cards, Medical letters)
   • Review & Submit
4. Click "Submit" to send for verification

Can I save my progress and finish later?

Yes! The form auto-saves every 2 minutes. You can also click "Save Draft" manually. When you return, click "Resume Draft" to continue where you left off.

What happens if I enter a duplicate NIK?

The system will warn you if the NIK already exists. You cannot submit duplicate NIKs. Check if:

• The person is already registered (search by name)
• You made a typo in the NIK
• The NIK belongs to a family member

What documents are required?

Required documents:

• ID Card (KTP or Birth Certificate)
• Family Card (KK)
• Medical Letter documenting disability (from clinic/hospital)

Optional documents:

• Assessment letters
• Previous disability cards
• Supporting medical records

Can I edit a submitted person record?

Only Draft records can be edited directly. For submitted records:

• If rejected, you can resubmit after corrections
• If validation/verification is pending, request corrections from the reviewer
• If approved, contact your supervisor for amendments

Verification Workflow

What are the verification stages?

1. Submitted: Person record created by RW Enumerator
2. Kelurahan Validated: Reviewed and approved by Kelurahan operator
3. Kecamatan Verified: Verified by Kecamatan operator
4. City Approved: Final approval by City Administrator (KDT ready for issuance)
5. Rejected: Rejected at any stage with reason

What is SLA and why does it matter?

SLA (Service Level Agreement) is the maximum time allowed for each verification stage:

• Kelurahan: 3 business days
• Kecamatan: 3 business days
• City: 2 business days

If the SLA is breached (deadline passed), the record is flagged for priority attention. This ensures timely processing for citizens.

How do I validate/verify a record?

1. Go to your verification queue (Dashboard or Verification page)
2. Click on a pending record
3. Review all fields and documents carefully
4. Choose one of:
   • Validate/Verify: Approve and move to next stage
   • Request Correction: Send back with field-specific comments
   • Reject: Reject with mandatory reason (invalid data, fraudulent, etc.)

Can I validate multiple records at once?

Yes! Use the bulk validation feature:

1. Select multiple records (up to 100)
2. Click "Bulk Validate"
3. Review summary and errors
4. Confirm to validate all valid records

What happens when I request a correction?

When you request a correction:

• The record status changes to "Correction Requested"
• The submitter receives your comments
• They can edit the record and resubmit
• The SLA timer resets when they resubmit
• The record returns to your queue

KDT Issuance

When is a KDT card generated?

A KDT card is automatically generated when a person record reaches City Approved status. The KDT number and QR code are created immediately.

What is the KDT number format?

KDT numbers follow the format: KDT-BANDUNG-YYYY-NNNNNN

Example: KDT-BANDUNG-2025-000123

How long is a KDT valid?

KDT cards are valid for 3 years from the issue date. After expiration, the cardholder can renew their KDT.

What information is in the QR code?

The QR code contains:

• KDT number
• Expiry date
• Secure verification token

Important: The QR code does NOT contain personal information (NIK, name, address). It only links to a verification endpoint that confirms validity.

How do I renew a KDT?

1. Navigate to the person's KDT record
2. Click "Renew KDT"
3. Verify the person's information is still current
4. Confirm renewal
5. A new KDT is issued with a new expiry date
6. The old KDT is automatically expired and linked to the new one

Can a KDT be revoked?

Yes. KDT cards can be revoked for:

• Fraudulent information
• Duplicate issuance (error)
• Cardholder deceased
• Other administrative reasons

Revocation requires a mandatory reason and is logged in the audit trail.

Printing Operations

How do I create a print batch?

1. Go to "Printing" page
2. Select KDT cards with "Ready" status
3. Click "Create Batch"
4. Review the count and card list
5. Confirm to create batch
6. A PDF is generated for printing (10 cards per A4 page)

How many cards can I print in one batch?

Maximum 500 cards per batch. This ensures manageable batch sizes and reduces the risk of partial print failures.

What if the printer jams during printing?

1. Mark the batch status as "Partial Print"
2. Enter the number of cards successfully printed
3. The system will track which cards are printed and which are not
4. You can reprint the remaining cards in a new batch

How do I track distribution?

After printing:

1. Change batch status to "Distributing"
2. As cards are distributed to recipients:
   • Mark individual KDT as "Distributed"
   • Or mark entire batch as "Distributed"
3. Add distribution notes (recipient name, date, etc.)

What if a card is lost or damaged?

1. Find the original KDT record
2. Click "Request Reprint"
3. Enter reason (lost/damaged)
4. The original KDT is deactivated
5. The KDT is reset to "Ready" status
6. It can be added to a new print batch

Reports & Analytics

What reports are available?

Standard reports:

• Geography Summary: Person counts by geographic area
• Status Report: Records by verification status
• Rejection Analysis: Common rejection reasons
• Batch Report: Print batch statistics

Can I export data to Excel?

Yes! Most dashboards and reports have an "Export" button that generates:

• CSV: For data analysis in Excel/Google Sheets
• JSON: For technical/API integration

Exports respect your role and geographic scope. Operational roles require justification for exports.

Why is some data masked in my exports?

Data masking depends on your role:

• Operational roles (RWR, KEL, KEC, ADM, PRT): See partial masking (last 4 digits of NIK/KK)
• Analytical roles (ANL, OPD): See aggregated data only (no individual records)
• QA Auditors: See full data for audit purposes

This protects citizen privacy while allowing analysis.

How often are dashboard metrics updated?

• Real-time data: Verification queues, person counts, KDT status
• Cached metrics (15 minutes): Dashboard charts and analytics
• Pre-aggregated metrics (daily): Historical trends, coverage rates

Import & Bulk Operations

How do I import multiple person records?

1. Go to "Import" page
2. Download the Excel template
3. Fill in the template with person data (follow validation rules sheet)
4. Upload the file
5. Review validation results (valid, invalid, duplicates)
6. Add justification
7. Execute import
8. Review success/failed counts and download error report if needed

What format should the import file be?

Use the official Excel template (.xlsx). The template includes:

• 17 columns for person data
• Validation rules sheet with format requirements
• Example rows

Do not modify the column headers or order.

Can I undo an import?

Yes! Within 24 hours of import, you can rollback:

1. Go to Import History
2. Find your import batch
3. Click "Rollback"
4. Enter justification
5. Confirm

Important: Only DRAFT records from the import will be deleted. Records that have moved to verification stages cannot be rolled back.

What happens if some rows have errors?

• Valid rows are imported successfully
• Invalid rows are skipped and logged
• You receive a summary: X success, Y failed
• Failed rows are exported to JSON for review and correction
• You can fix the errors and re-import the failed rows

Troubleshooting

I forgot my password. How do I reset it?

Contact your supervisor or the system administrator. They can reset your password. (Self-service password reset will be added in Phase 2.)

Why can't I see some records?

This is likely due to geographic scope restrictions:

• RW Enumerators can only see records from their assigned RW
• Kelurahan operators see records from their Kelurahan
• Kecamatan operators see records from their Kecamatan
• City Admins see all records

Check that you're viewing the correct geographic area.

Why am I getting "Permission Denied" errors?

Your role may not have permission for that action. Common scenarios:

• RW Enumerators cannot validate records (only Kelurahan can)
• Print Operators cannot approve person records
• Analysts cannot edit person data

If you believe this is an error, contact your supervisor.

The page is loading slowly. What should I do?

Try these steps:

1. Refresh the page (Ctrl+R or Cmd+R)
2. Clear your browser cache (Ctrl+Shift+Del)
3. Check your internet connection
4. Reduce the date range on dashboards (e.g., last 30 days instead of 1 year)
5. Contact support if the issue persists

I uploaded a document but it's not showing up

Check that:

• File format is supported (PDF, JPEG, PNG only)
• File size is under 5MB
• You clicked "Save" after uploading
• You have permission to upload documents for this person record

How do I report a bug or request a feature?

Contact your system administrator or QA team with:

• Description of the issue or feature request
• Steps to reproduce (for bugs)
• Screenshots if applicable
• Your role and geographic scope

Contact & Support

Who do I contact for help?

• Technical issues: System Administrator or IT Support
• Account access: Your supervisor or City Administrator
• Data quality questions: QA Auditor team
• Policy questions: Dinas Sosial leadership

Is there training available?

Yes! Training materials include:

• Role-based user guides (see Help Center)
• Step-by-step tutorials in this help system
• Video tutorials (coming soon in Phase 2)
• Training sessions organized by Dinas Sosial

Contact your supervisor for training schedules.

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Still have questions? Visit the Help Center for detailed guides or contact your administrator.