Ombudsman submits 203 service improvement studies to public agencies

Jakarta (ANTARA) - The Indonesian Ombudsman has submitted 203 studies and recommendations for improvement to public service providers throughout 2021-2025 to prevent systemic maladministration. Ombudsman member Nuzran Joher stated in Jakarta on Wednesday that these recommendations were compiled by the central office and 34 representative offices across all provinces. “These improvement suggestions are the Ombudsman’s effort to conduct early detection, identify causes, and influence public service providers to make improvements so that maladministration does not occur or recur,” Nuzran said. The central office delivered 34 studies and recommendations to ministries, agencies, and public service institutions, while the 34 provincial offices submitted 169 recommendations to regional service providers. Key studies over the past five years include oversight of border crossings during the pandemic submitted to the Ministry of Law and Human Rights in 2021. In 2022, the Ombudsman delivered a study on preventing maladministration in Bank Tabungan Negara’s mortgage services affecting consumer certificate fulfilment to the Ministry of Public Works and Housing and PT Bank Tabungan Negara (Persero) Tbk. Other studies covered supervision of domestic Hajj services to the Ministry of Religious Affairs in 2023 and prevention of human trafficking crimes to the Coordinating Ministry for Political, Legal, and Security Affairs in 2024. Ombudsman Vice Chairman Rahmadi Indra Tektona said the institution’s authority includes not only handling public complaints but also preventing maladministration through recommendations to the President, the House of Representatives, and other state administrators. “We believe that improving public services cannot be done by a single institution alone,” Rahmadi said, adding that budget constraints remain a challenge for the Ombudsman to carry out its oversight function optimally. Coordinating Minister for Law, Human Rights, Immigration, and Corrections Yusril Ihza Mahendra said findings of maladministration must serve as evaluation material to improve systems and procedures so they do not recur. He added that the Ombudsman’s studies and recommendations should inform policy-making, and follow-up actions must be carried out in a measurable and transparent manner.