Kinerja Pengawasan Pelayanan Publik dalam Prioritas Nasional

Abstract

Berkaitan dengan kehadiran negara untuk masyarakat, pengawasan penyelenggaraan pelayanan publik belum memiliki tempat tersendiri dalam dokumen perencanaan pembangunan nasional Indonesia. Dalam Program Pengawasan Penyelenggaran Pelayanan Publik, Ombudsman RI terus mendorong upaya perbaikan kualitas pelayanan publik Indonesia dengan mengembangkan hal-hal yang bersifat “mencegah” dan “menyelesaikan”. Seiring kebutuhan dan kondisi yang berkembang, Ombudsman RI mengambil peran penting dan didukung dengan oleh regulasi dan kebijakan pemerintah. Peraturan Presiden No.18 Tahun 2020 mengamanatkan Ombudsman RI untuk terlibat aktif mendukung Prioritas Nasional melalui output prioritas penyelesaian laporan/aduan masyarakat (external complaint handling) dan penilaian kepatuhan lembaga penyelenggara pelayanan publik terhadap standar pelayanan publik. Evaluasi kinerja terhadap 2 output prioritas ini bertujuan untuk menilai capaian, kebijakan, permasalahan sehingga dapat diberikan rekomendasi dari sudut pandang perencana pembangunan. Metode analisis menggunakan metode campuran (mixed method) berbasis analisis data target dan realisasi, studi literatur dan Focus Group Discussion. Analisis dilakukan untuk tahun 2015 sampai 2021, termasuk permasalahan didalamnya yang berpengaruh pada fluktuasi target dan capaian dalam dokumen perencanaan pembangunan. Rekomendasi mengusulkan perbaikan untuk aspek regulasi, kelembagaan, pendanaan, teknis pelaksanaan dan kewilayahan. Secara umum perkuatan peran Ombudsman dalam lima aspek tersebut menjadi isu penting penentu keberhasilan pengawasan penyelenggaran pelayanan publik di Indonesia di masa depan yang profesional, adil, merata, efektif, berwibawa (dapat dipercaya) dan berkualitas.

Does Public Attention Impact Local Government Performance? An Empirical Study in Indonesia

“…As a supervisor of public service providers, the Indonesian Ombudsman plays an important role in assessing and checking the level of government compliance with public service standards. The Indonesian Ombudsman also plays a role in improving the quality of public services through completing public reports on public service providers (Pambudi & Hidayat, 2022).…”

“…Public services are considered to be identical with lateness, high costs, and unfairness (Hadian, 2017). Pambudi & Hidayat (2022) state that the people still face problems related to public services such as the poor quality of public service delivery, unclear complaint mechanisms, dispute resolution and low/non-existent access to public services for vulnerable groups such as poor women and people with disabilities. Therefore, within the implementation of public services, there is a risk of maladministration by the organizers that can harm the service recipient, both indirectly and directly (Fernandes & Fresly, 2017).…”

“…As to the provisions of Law Number 25 of 2009 pertaining to Public Services, it is explicitly stipulated that input, responses, reports, or complaints from the public can be conveyed to the government as service providers, the organizer's direct superiors, related parties, or through mass media (Pambudi and Hidayat, 2022) Service standards public services that have been set can be monitored by the public as service users. If services do not comply with established standards, the public has the right to submit their complaints to the available complaints unit.…”

“…This agency plays role in the National Priorities regarding the handling of external complaints. The public can participate in public services by providing input, responses, reports or complaints to the service provider, the administrator's direct supervisor, related parties, or through mass media (Pambudi & Hidayat, 2022). As service users, the public has the right to monitor the delivery of public service.…”