##plugins.themes.academic_pro.article.sidebar##
Submitted
Jul 4, 2024
Published
Sep 10, 2024
Download
Statistic
Read Counter : 67
Download : 55
Downloads
Download data is not yet available.
Main Article Content
Abstract
The Ombudsman of the Republic of Indonesia (ORI) Representative of Bengkulu has experienced a significant increase in public complaints over the past five years while facing challenges such as limited human resources and a large working area. This study aims to evaluate the effectiveness of the Bengkulu Representative Ombudsman in handling and resolving public complaints. A descriptive qualitative approach was employed, utilizing semi-structured interviews, non-participant observation, and document analysis for data collection. Data analysis followed the Miles and Huberman approach. Results indicate that ORI Bengkulu Representative demonstrates effectiveness in four key areas: adaptation (through rigorous recruitment and comprehensive activities), integration (via external cooperation and effective communication), motivation (evidenced by employee engagement and adequate facilities), and production (reflected in improved complaint handling and public service compliance scores). Despite these positive outcomes, the office continues to grapple with resource limitations and the extensive geographical coverage of its jurisdiction. In conclusion, while the ORI Bengkulu Representative exhibits good overall effectiveness, there remains a need for capacity building to further enhance its role in monitoring and improving public service quality in Bengkulu Province. This study contributes to the understanding of ombudsman effectiveness in regional contexts and highlights areas for potential improvement in public service oversight.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
Ayu Cantika, S., Suratman, S., & Yogopriyatno, J. (2024). The Effectiveness of The Ombudsman Republic of Indonesia Representative of Bengkulu in Handling and Resolving Public Complaints. Indonesian Journal of Social Science Research, 5(2), 494-507. https://doi.org/10.11594/ijssr.05.02.11
References
[1] M. Hamdani, M. Haslan, A. Fauzan, and Y. Yuliatin, “Peran Ombudsman Republik Indonesia Dalam Penyelesaian Pengaduan Penggunaan Dana Bantuan Oprasional sekolah di Kabupaten Lombok Timur,” Al-Madrasah J. Pendidik. Madrasah Ibtidaiyah, vol. 7, no. 2, 2023, doi: 10.35931/am.v7i2.1905.
[2] F. N. Situmeang, U. Hamidah, and M. E. P. AT, “Peran Ombudsman Republik Indonesia Perwakilan Provinsi Lampung Dalam Penyelesaian Laporan Atas Dugaan Maladministrasi Penyelenggaraan Pelayanan Publik,” J. Chem. Inf. Model., vol. 53, no. 9, 2019.
[3] H. Syamsibar, “Peran Ombudsman Terhadap Peningkatan Kepatuhan Pemerintah Kota Makassar Dalam Layanan Publik,” J. Mirai Manag., vol. 8, no. 1, 2023.
[4] Ombudsman, “Laporan Survei Kepuasan Masyarakat : Layanan Penanganan Laporan/Pengaduan Masyarakat Terkait Pelayanan Publik,” 2021.
[5] BPS Provinsi Bengkulu, “Provinsi Bengkulu Dalam Angka 2024,” Provinsi Bengkulu, 2024.
[6] K. Sabri, “Peran Ombudsman Dalam Meningkatkan Pelayanan Difabel Di Rumah Sakit Bakti Wara,” Scr. J. Ilm. Mhs., vol. 2, no. 1, 2020, doi: 10.33019/scripta.v2i1.15.
[7] M. K. Anwar, “Transformasi Model Inovatif Untuk Pelayanan Terpadu Satu Pintu (Ptsp) Di Indonesia,” Swatantra, vol. 15, no. 1, 2017.
[8] Ombudsman, “Berita - Ombudsman RI,” 2018. 2020.
[9] Ombudsman Republik Indonesia Perwakilan Bengkulu, “Annual Report.” [Online]. Available: https://ombudsman.go.id/perwakilan/perwakilan/profil/17-00-OP
[10] F. Habibillah and L. Magriasti, “Efektivitas Peran Ombudsman Ri Perwakilan Provinsi Sumatera Barat Dalam Pengawasan Pelayanan Publik Pada Kantor Pertanahan Kota Padang,” JISIP (Jurnal Ilmu Sos. dan Pendidikan), vol. 6, no. 2, 2022, doi: 10.58258/jisip.v6i2.3009.
[11] M. Septiani, “E-Government Sebagai Strategi dalam Meminimalisasi Penyebaran Covid-19 dan Efektivitas Pelayanan Publik,” Artik. Ombudsman, 2020.
[12] A. Yolanda, “Peranan Ombudsman Republik Indonesia Perwakilan Provinsi Bengkulu Dalam Melakukan Pencegahan Terjadinya Maladministrasi,” J. Panji Keadilan J. Ilm. Nas. Mhs. Huk., vol. 2, no. 1, 2019, doi: 10.36085/jpk.v2i1.268.
[13] F. Yuliani, R. Adriadi, and L. Safitra, “Pemanfaatan Sosial Media Sebagai Wujud Inovasi Dalam Pelayanan Publik Oleh Ombudsman Ri Bengkulu,” J. Sos. J. Penelit. Ilmu-Ilmu Sos., vol. 21, no. 1, 2020, doi: 10.33319/sos.v21i1.49.
[14] R. R. Ilahi, T. Kartika, and A. Alimansyah, “Penyelesaian Masalah Pertanahan Melalui Mekanisme Mediasi Oleh Ombudsman Republik Indonesia Perwakilan Provinsi Bengkulu,” Prof. J. Komun. dan Adm. Publik, vol. 5, no. 2, 2018, doi: 10.37676/professional.v5i2.967.
[15] D. Nurhaiza, E. Lorita, and A. Imanda, “The Role Of The Provincial Representative Ombudsman Bengkulu In Preventing Maladministration In The City Of Bengkulu,” J. Iso, no. 25, 2021.
[16] M. A. P. Maulana Achmadi, S.Sos., Inovasi Pelayanan Publik di Era Digital. 2021.
[17] B. Harvey, “Ombudsman-type services-A citizen perspective,” Administration, vol. 70, no. 2, 2022, doi: 10.2478/admin-2022-0009.
[18] F. Yuliani, R. Adriadi, and L. Safitra, “Media Baru Dalam Pelayanan Publik ( Sosial Media Dalam Pelayanan Publik Oleh Ombudsman Ri Bengkulu ),” Commed, vol. 4, no. 2, 2020.
[19] M. V. Fernandez, P. Cavalcanti, D. Sá, and J. Viegas, “Ombudsman as instrument of participation, control and evaluation of public health policies in Brazil,” Physis, vol. 31, no. 4, 2021, doi: 10.1590/S0103-73312021310403.
[20] A. Setiawan and F. H. Saputra, “Perubahan Perilaku Organisasi dalam Pelaksanaan Pelayanan Pengaduan Publik di Tengah COVID-19 di Ombudsman Republik Indonesia,” COMSERVA Indones. J. Community Serv. Dev., vol. 1, no. 10, 2022, doi: 10.59141/comserva.v1i10.136.
[21] A. Stojilovska, “Energy poverty and the role of institutions: exploring procedural energy justice–Ombudsman in focus,” J. Environ. Policy Plan., vol. 25, no. 2, 2023, doi: 10.1080/1523908X.2021.1940895.
[22] H. G. Ridder, M. B. Miles, A. Michael Huberman, and J. Saldaña, “Qualitative data analysis. A methods sourcebook,” Zeitschrift fur Pers., vol. 28, no. 4, 2014.
[23] J. W. Creswell, Penelitian Kualitatif Dan Desain Riset Memilih Antara Lima Pendekatan. Yogyakarta: Yogyakarta: Pustaka Pelajar, 2014.
[24] R. K. Yin, Case study research and applications: Design and methods, vol. 53, no. 5. 2018. doi: 10.1177/109634809702100108.
[25] J. Spradley, “Step 4: Asking Descriptive Questions,” Ethnogr. Interview, 1979.
[26] M. Q. Patton, “Qualitative Research & Evaluation Methods: Integrating Theory and Practice - Michael Quinn Patton - Google Books,” Sage Publication. 2014.
[27] M. B. Miles and A. M. Huberman, Qualitative data analysis: An expanded sourcebook, vol. 30, no. 25. 2016.
[28] N. Luhmann, “Amitai Etzioni: Modern Organizations,” in Schriften zur Organisation 5, 2022. doi: 10.1007/978-3-658-23434-8_64.
[29] E. H. Klijn and J. Koppenjan, Governance networks in the public sector. 2015. doi: 10.4324/9781315887098.
[30] Ombudsman RI Bengkulu, “ombudsmanribengkulu.” [Online]. Available: https://www.instagram.com/ombudsmanribengkulu/
[31] M. Hapsara, “Beyond Organizational Motives of e-Government Adoption: The Case of e-Voting Initiative in Indonesian Villages,” Procedia Computer Science, vol. 124. pp. 362–369, 2017. doi: 10.1016/j.procs.2017.12.166.
[32] W. Parsons and P. P. An, “Wayne Parsons,” in Public Policy: An Introduction to the Theory and Practice of Policy Analysis, 1995.
[33] M. S. Grindle, Politics and policy implementation in the third world. 2017. doi: 10.2307/2619175.
[34] H. Mitzberg, “The Manager’s Job: Folklore and Fact.: EBSCOhost,” Harv. Bus. Rev., no. March-April, 1990.
[35] J. E. Anderson, Public policymaking : Second Edition. 1979.
[36] D. N. Handayani et al., Kebijakan Publik Dari Teori Ke Praktik. 2024.
[37] J. Yogopriyatno et al., Pembuatan Kebijakan Publik. Makasar: Cedekia Publisher, 2024.
[38] J. Yogopriyatno and Budiyono, Manajemen Sumber Daya Manusia. Indramayu: CV. AYRADA MANDIRI, 2023. [Online]. Available: https://drive.google.com/file/d/1lEPMz75LLxehDOcAE8xBhq9FuSIjzFw3/view
[2] F. N. Situmeang, U. Hamidah, and M. E. P. AT, “Peran Ombudsman Republik Indonesia Perwakilan Provinsi Lampung Dalam Penyelesaian Laporan Atas Dugaan Maladministrasi Penyelenggaraan Pelayanan Publik,” J. Chem. Inf. Model., vol. 53, no. 9, 2019.
[3] H. Syamsibar, “Peran Ombudsman Terhadap Peningkatan Kepatuhan Pemerintah Kota Makassar Dalam Layanan Publik,” J. Mirai Manag., vol. 8, no. 1, 2023.
[4] Ombudsman, “Laporan Survei Kepuasan Masyarakat : Layanan Penanganan Laporan/Pengaduan Masyarakat Terkait Pelayanan Publik,” 2021.
[5] BPS Provinsi Bengkulu, “Provinsi Bengkulu Dalam Angka 2024,” Provinsi Bengkulu, 2024.
[6] K. Sabri, “Peran Ombudsman Dalam Meningkatkan Pelayanan Difabel Di Rumah Sakit Bakti Wara,” Scr. J. Ilm. Mhs., vol. 2, no. 1, 2020, doi: 10.33019/scripta.v2i1.15.
[7] M. K. Anwar, “Transformasi Model Inovatif Untuk Pelayanan Terpadu Satu Pintu (Ptsp) Di Indonesia,” Swatantra, vol. 15, no. 1, 2017.
[8] Ombudsman, “Berita - Ombudsman RI,” 2018. 2020.
[9] Ombudsman Republik Indonesia Perwakilan Bengkulu, “Annual Report.” [Online]. Available: https://ombudsman.go.id/perwakilan/perwakilan/profil/17-00-OP
[10] F. Habibillah and L. Magriasti, “Efektivitas Peran Ombudsman Ri Perwakilan Provinsi Sumatera Barat Dalam Pengawasan Pelayanan Publik Pada Kantor Pertanahan Kota Padang,” JISIP (Jurnal Ilmu Sos. dan Pendidikan), vol. 6, no. 2, 2022, doi: 10.58258/jisip.v6i2.3009.
[11] M. Septiani, “E-Government Sebagai Strategi dalam Meminimalisasi Penyebaran Covid-19 dan Efektivitas Pelayanan Publik,” Artik. Ombudsman, 2020.
[12] A. Yolanda, “Peranan Ombudsman Republik Indonesia Perwakilan Provinsi Bengkulu Dalam Melakukan Pencegahan Terjadinya Maladministrasi,” J. Panji Keadilan J. Ilm. Nas. Mhs. Huk., vol. 2, no. 1, 2019, doi: 10.36085/jpk.v2i1.268.
[13] F. Yuliani, R. Adriadi, and L. Safitra, “Pemanfaatan Sosial Media Sebagai Wujud Inovasi Dalam Pelayanan Publik Oleh Ombudsman Ri Bengkulu,” J. Sos. J. Penelit. Ilmu-Ilmu Sos., vol. 21, no. 1, 2020, doi: 10.33319/sos.v21i1.49.
[14] R. R. Ilahi, T. Kartika, and A. Alimansyah, “Penyelesaian Masalah Pertanahan Melalui Mekanisme Mediasi Oleh Ombudsman Republik Indonesia Perwakilan Provinsi Bengkulu,” Prof. J. Komun. dan Adm. Publik, vol. 5, no. 2, 2018, doi: 10.37676/professional.v5i2.967.
[15] D. Nurhaiza, E. Lorita, and A. Imanda, “The Role Of The Provincial Representative Ombudsman Bengkulu In Preventing Maladministration In The City Of Bengkulu,” J. Iso, no. 25, 2021.
[16] M. A. P. Maulana Achmadi, S.Sos., Inovasi Pelayanan Publik di Era Digital. 2021.
[17] B. Harvey, “Ombudsman-type services-A citizen perspective,” Administration, vol. 70, no. 2, 2022, doi: 10.2478/admin-2022-0009.
[18] F. Yuliani, R. Adriadi, and L. Safitra, “Media Baru Dalam Pelayanan Publik ( Sosial Media Dalam Pelayanan Publik Oleh Ombudsman Ri Bengkulu ),” Commed, vol. 4, no. 2, 2020.
[19] M. V. Fernandez, P. Cavalcanti, D. Sá, and J. Viegas, “Ombudsman as instrument of participation, control and evaluation of public health policies in Brazil,” Physis, vol. 31, no. 4, 2021, doi: 10.1590/S0103-73312021310403.
[20] A. Setiawan and F. H. Saputra, “Perubahan Perilaku Organisasi dalam Pelaksanaan Pelayanan Pengaduan Publik di Tengah COVID-19 di Ombudsman Republik Indonesia,” COMSERVA Indones. J. Community Serv. Dev., vol. 1, no. 10, 2022, doi: 10.59141/comserva.v1i10.136.
[21] A. Stojilovska, “Energy poverty and the role of institutions: exploring procedural energy justice–Ombudsman in focus,” J. Environ. Policy Plan., vol. 25, no. 2, 2023, doi: 10.1080/1523908X.2021.1940895.
[22] H. G. Ridder, M. B. Miles, A. Michael Huberman, and J. Saldaña, “Qualitative data analysis. A methods sourcebook,” Zeitschrift fur Pers., vol. 28, no. 4, 2014.
[23] J. W. Creswell, Penelitian Kualitatif Dan Desain Riset Memilih Antara Lima Pendekatan. Yogyakarta: Yogyakarta: Pustaka Pelajar, 2014.
[24] R. K. Yin, Case study research and applications: Design and methods, vol. 53, no. 5. 2018. doi: 10.1177/109634809702100108.
[25] J. Spradley, “Step 4: Asking Descriptive Questions,” Ethnogr. Interview, 1979.
[26] M. Q. Patton, “Qualitative Research & Evaluation Methods: Integrating Theory and Practice - Michael Quinn Patton - Google Books,” Sage Publication. 2014.
[27] M. B. Miles and A. M. Huberman, Qualitative data analysis: An expanded sourcebook, vol. 30, no. 25. 2016.
[28] N. Luhmann, “Amitai Etzioni: Modern Organizations,” in Schriften zur Organisation 5, 2022. doi: 10.1007/978-3-658-23434-8_64.
[29] E. H. Klijn and J. Koppenjan, Governance networks in the public sector. 2015. doi: 10.4324/9781315887098.
[30] Ombudsman RI Bengkulu, “ombudsmanribengkulu.” [Online]. Available: https://www.instagram.com/ombudsmanribengkulu/
[31] M. Hapsara, “Beyond Organizational Motives of e-Government Adoption: The Case of e-Voting Initiative in Indonesian Villages,” Procedia Computer Science, vol. 124. pp. 362–369, 2017. doi: 10.1016/j.procs.2017.12.166.
[32] W. Parsons and P. P. An, “Wayne Parsons,” in Public Policy: An Introduction to the Theory and Practice of Policy Analysis, 1995.
[33] M. S. Grindle, Politics and policy implementation in the third world. 2017. doi: 10.2307/2619175.
[34] H. Mitzberg, “The Manager’s Job: Folklore and Fact.: EBSCOhost,” Harv. Bus. Rev., no. March-April, 1990.
[35] J. E. Anderson, Public policymaking : Second Edition. 1979.
[36] D. N. Handayani et al., Kebijakan Publik Dari Teori Ke Praktik. 2024.
[37] J. Yogopriyatno et al., Pembuatan Kebijakan Publik. Makasar: Cedekia Publisher, 2024.
[38] J. Yogopriyatno and Budiyono, Manajemen Sumber Daya Manusia. Indramayu: CV. AYRADA MANDIRI, 2023. [Online]. Available: https://drive.google.com/file/d/1lEPMz75LLxehDOcAE8xBhq9FuSIjzFw3/view