The Effectiveness of the Central Java Representative of the Republic of Indonesia Ombudsman Institution in Efforts to Improve Public Service Performance (Case Study of the Regional Apparatus Organization of Magelang City)
Abstract
This study aims to analyze the effectiveness of the Ombudsman of the Republik of Indonesia, Central Java Representative Office, in improving publik service performance in Magelang City, as well as to identify the strategies implemented to maintain or enhance the compliance of the Magelang City Government with Law Number 25 of 2009 on Publik Services. This research adopts a qualitative approach using a case study method, where data were collected through in-depth interviews with selected informants from the Ombudsman, the Magelang City Government, and the publik as service users. Purposive sampling was employed to select informants relevant to the research topic. Data analysis was conducted using SWOT analysis and QSPM. The research findings indicate that the recommended strategies include: strengthening community participation through publik service monitoring groups; expanding and equalizing access to services, including optimizing online service channels; enhancing the internal capacity of the Ombudsman; implementing evaluative and preventive approaches to reduce maladministration; and increasing publik education and accountability through outreach and satisfaction surveys. This study has limitations in terms of geographical scope, number of respondents, and the relatively short research period, making the findings non-generalizable to other regions. Future research is advised to focus on the direct impact of the Ombudsman's presence on publik satisfaction, as well as a comprehensive evaluation of the effectiveness of online service channels within government agencies, including challenges and potential innovations in publik complaint mechanisms.
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