Nusron: Public satisfaction is the benchmark for service quality

Minister of Agrarian Affairs and Spatial Planning/Head of the National Land Agency (ATR/BPN) Nusron Wahid stated that public satisfaction is an important measure in assessing the quality of government services and must be implemented in the field. “We are public servants. As a servant, it is like being a seller; the buyer is king. The measure is clear: certainty and satisfaction,” said Minister Nusron in a statement in Jakarta on Wednesday. Minister Nusron requested that all employees of the Ministry of ATR/BPN, including the ranks of the BPN Regional Office of East Nusa Tenggara Province, make the community the axis of land services. According to Nusron, every service process must be oriented towards the needs of the community by prioritising time certainty, procedural ease, and fast service completion. “If there is a problem, do not use the officer’s point of view. Use the point of view of the applicant community,” said Minister Nusron while giving directions to the ranks of the BPN Regional Office of East Nusa Tenggara Province. To provide maximum service, Minister Nusron wants every rule and service procedure to be made simple and clear. Not only that, land service rules and procedures must also be implementable in the field. Recently, as a form of land service transformation, the Ministry of ATR/BPN implemented a Scheduled Measurement system and accelerated the service for the Transfer of Rights. “If you board a plane and it is comfortable, there is satisfaction. Public service is the same. What we measure is whether the people we serve are satisfied with the services provided,” he said. Specifically in East Nusa Tenggara, based on data reported by the Head of the BPN Regional Office of East Nusa Tenggara Province, I Ketut Gede Ary Sucaya, Scheduled Measurement has been implemented at the Land Office of Kupang City. The target is to gradually expand the implementation to seven other Land Offices in East Nusa Tenggara. “For Scheduled Measurement, we have implemented it at the Kupang City Land Office, and it will follow this month at seven other Land Offices. Meanwhile, for the Transfer of Rights service, there is also a pilot project at the Kupang City Land Office,” said I Ketut Gede Ary Sucaya.