ORI: Ineffective Internal Oversight Affects Public Service Quality

Jakarta - The Indonesian Ombudsman (ORI) has stated that ineffective internal oversight is one of the factors contributing to the low quality of public services in various central and regional government institutions. “This is exacerbated by the attitude and paradigm of the majority of public service providers who position themselves as wanting to be served rather than serving,” said ORI member Partono in a statement confirmed in Jakarta on Wednesday.

Therefore, he said, the presence of the Ombudsman as an external supervisor is expected to work far more objectively and independently. The Ombudsman’s main task is to supervise the delivery of public services organised by state and government administrators, including State-Owned Enterprises (BUMN), Regional-Owned Enterprises (BUMD), State-Owned Legal Entities (BHMN), as well as private bodies or individuals tasked with providing specific public services.

Partono conveyed that the purpose of the Ombudsman’s presence is to help create and improve efforts to eradicate and prevent various practices of maladministration, discrimination, collusion, corruption, and nepotism, and to improve the quality of state services in all fields. “Thus, every citizen obtains justice, and a better sense of welfare can be realised,” he said.

He explained that to achieve this goal, several activities being and will be carried out by the Ombudsman include preventing maladministration, providing anti-maladministration education, and encouraging inclusive and equitable access to public services, including for disabled groups. Therefore, Partono encouraged the public not to hesitate to report to the Ombudsman, both at the central and regional levels, if they find public service providers committing irregularities, abusing authority, delaying or even neglecting services, and acting improperly. “All services at the Ombudsman are free of charge, gratis, zero rupiah,” said Partono. The public can report suspected maladministration of public services to ORI for free through the official Ombudsman website, WhatsApp, telephone, email, or by visiting in person.