Ombudsman receives BSSN visit regarding maladministration assessment
The Indonesian Ombudsman (ORI) received a coordination visit from the National Cyber and Crypto Agency (BSSN) in Jakarta on Monday, as part of the preparations for the ‘Ombudsman RI Opinion: 2026 Public Service Maladministration Assessment’.
Member of the Indonesian Ombudsman, Robert Na Endi Jaweng, stated that the Ombudsman RI Opinion serves as an official statement from the ORI, as a state institution authorised to oversee public services. He noted that the assessment is firmly grounded in the national development direction outlined in the National Medium-Term Development Plan (RPJMN) and the President’s Astacita agenda.
Regarding complaints, he explained that the institution measures compliance with existing regulations, from statutory laws to the actual implementation of those provisions. In addition to regulatory and service process aspects, the Ombudsman also examines public trust in the services provided, including the integrity of public service providers.
He added that the assessment also monitors the compliance of agencies with various Ombudsman RI products, specifically checking whether there are results or recommendations that have not yet been followed up by the relevant agencies.
Robert emphasised that the primary object of the Ombudsman’s assessment is the service products received by the public. This includes individuals, community groups, and institutionalised communities. Furthermore, the service units subject to assessment are those that interact most frequently and are directly involved in providing services to the public.
He noted that such knowledge is essential so that service providers can recognise the potential for maladministration and implement preventive measures in public service delivery. “The most important thing is how all levels of staff understand public services, the regulations, the forms of maladministry, as well as the functions and authority of the Indonesian Ombudsman,” he said. With this understanding, Robert continued, efforts to improve service quality can be carried out more effectively.
Meanwhile, the Secretary of the BSSN, Soetedjo Joewono, stated that most of BSSN’s services are centralised in Sentul, West Java. Consequently, the agency seeks to gain a deeper understanding of the necessary preparations and focus areas required to face the Ombudsman RI Opinion assessment.
“We want to know what we need to prepare and what should be our focus. We need guidance from the Indonesian Ombudsman so that we can relay this information to our directors,” said Soetedjo.