Minister of State Apparatus Encourages Public Oversight of Public Services through Citizen Satisfaction Survey and Complaint Channel
Minister for State Apparatus Empowerment and Bureaucratic Reform (PANRB) Rini Widyantini has called on the public to participate in monitoring the quality of public services through the Citizen Satisfaction Survey (SKM) and the SP4N-LAPOR! complaint channel. Public participation is regarded as key to maintaining and enhancing the quality of government services.
“Public participation is essential in ensuring that the quality of public services is sustained. Through the use of the Citizen Satisfaction Survey and the SP4N-LAPOR! complaint channel, service users can directly submit their assessments, aspirations, and complaints regarding the services they receive,” said Rini in a written statement on Monday, 16 March 2026.
This statement was made whilst inspecting the readiness of healthcare services at the Regional General Hospital (RSUD) Pasar Minggu, Jakarta.
Both instruments play a crucial role in providing a space for the public to submit assessments, complaints, and constructive suggestions regarding services received. This fosters closer and more effective collaboration between government and the public in creating quality public services.
“So at each clinic unit there will be a QR code; people can fill it out if the service is inadequate and report it. Of course, this will provide input to the Ministry of PANRB, DKI Province, the Health Service, and this hospital to provide better services,” said Rini.
Through this initiative, the public can play an active role in providing feedback on the quality of public services, enabling service providers to make improvements quickly and continuously. Public participation serves not only as a mechanism for social oversight but also as an important component of efforts to achieve responsive, transparent public services that are oriented towards citizen satisfaction.
Public participation has been regulated under Law No. 25/2009 on Public Services. This law requires public service providers to create space for the public to contribute and provide input on public service delivery.
On the same occasion, Rini also expressed her appreciation to civil servants who continued to work and remain on standby to provide public services during the extended holiday period.
“I would like to thank the healthcare workers, doctors, and all the staff at RSUD Pasar Minggu for their dedication in continuing to provide services even during holidays and celebrations,” Rini concluded.