Ombudsman: Maladministration Findings Must Drive Systemic Public Service Reform

The Indonesian Ombudsman (ORI) has emphasised that its findings must be used as material for systemic evaluation and improvement, rather than merely for resolving individual cases. ORI member Syafrida Rasahan stated that if this is not implemented, the same problems will recur. “Public complaints received by ORI will be followed up with examinations and investigations. As a result, ORI will provide suggestions and corrective actions to be carried out by the reported party,” Syafrida said in a statement confirmed in Jakarta on Tuesday. She noted that maladministration in public service delivery has various impacts, including declining service quality, hindering legal certainty, reducing public trust, and creating uncertainty within society. Consequently, maladministration can cause both material and immaterial losses to the public. She said that public losses trigger a decline in trust towards government apparatus and institutions, potentially leading to public apathy. “Maladministration is a deviation in public service, and one of its indicators is public complaints,” she said. Syafrida stated that ORI is a strategic partner of the government. In addition to following up on public complaints, the Ombudsman can conduct Investigations on Its Own Initiative (IAPS) to respond to public service issues in the community. She said the results of IAPS, in the form of policy improvement recommendations, can encourage governance reform to enhance the quality of public services. She also reminded that ORI will commence a Public Service Maladministration Assessment in August 2026. This initiative is a preventive measure against maladministration by comprehensively assessing the state of public service delivery, which will produce a supervisory opinion on public services. Syafrida expressed hope that through this assessment, public service providers can prepare themselves and address shortcomings identified in previous evaluations. “Public service is the face of government institutions closest to the people. It is only proper that we strive to provide the best quality service to the public,” Syafrida said.