New Rule: Civil Servant Performance to Be Measured by Public Satisfaction
The Ministry of Administrative and Bureaucratic Reform (PANRB) is drafting a Ministerial Regulation on Public Service Performance Based on Community Needs. This new rule is being prepared as a strategic step to strengthen the monitoring and evaluation system for public services, making it more oriented towards the experience of the community as service users.
Assistant Deputy for Public Service Policy Formulation at the PANRB Ministry, Ajib Rakhmawanto, stated that through this regulation, future evaluations of public service performance will no longer solely measure the administrative compliance of service providers. Instead, they will assess the extent to which services provide benefits, meet needs, and deliver a good experience for the public.
“The current policy paradigm shift focuses not only on improving governance but also on how public service performance can be optimally built through the experience of the community as service users,” Ajib said in a press release regarding the results of the Regulation Harmonisation Meeting last week, quoted on Monday (20/7/2026).
Under this rule, the concept of public service will no longer position the community merely as service recipients, but also as an important part in assessing and providing input to improve the quality of public services. The proportional integration of public service governance assessments and community experience through community satisfaction surveys will become part of the Public Service Index (IPP).
The government hopes this provision will produce an objective, measurable, and community needs-based measure of public service performance. Assistant Deputy for Facilitation, Monitoring, and Evaluation of Public Service Performance at the PANRB Ministry, R. Roro Vera Yuwantari Susilastuti, explained that the draft regulation will encourage evaluation results that are not merely indicators of government agency achievements.
This will also serve as a basis for improving the delivery of higher quality public services and can impact the career development system for civil servants (ASN) as public service implementers, as stipulated in the ASN Law. “Through this draft regulation, the IPP will be strengthened as a national policy instrument to measure public service performance based on community needs,” she said.
During the drafting process, the PANRB Ministry conducted harmonisation with the Ministry of Law to refine the regulatory substance. This process ensures that every norm regulated is clear, does not conflict with higher laws and regulations, and can be effectively implemented by all public service providers.
Through this regulation, the evaluation of public service delivery is expected not to stop at measuring administrative achievements alone, but to become an instrument of transformation that encourages continuous improvement in the quality of public services, making them more inclusive, adaptive, and having a real impact on the community.
The draft Ministerial Regulation is being prepared to replace PANRB Ministerial Regulation No. 14/2017 on Guidelines for Community Satisfaction Surveys of Public Service Delivery Units and PANRB Ministerial Regulation No. 29/2022 on Monitoring and Evaluation of Public Service Delivery Performance, as amended by PANRB Ministerial Regulation No. 4/2023. The results will serve as a foundation for public service providers not only to meet service standards but also to continuously improve service quality based on community needs.