Public Service Quality in Public Works Sector Influences Investment Climate

The Community Satisfaction Survey (SKM) indicates that the Community Satisfaction Index (IKM) for public services provided by the Ministry of Public Works (PU) has reached 89.76 in 2025. This figure represents an increase compared to achievements in previous years.

Triono, Expert Staff for Inter-institutional Relations at the Ministry of Public Works, stated that the IKM trend has been steadily rising over the last five years. In 2021, the IKM was recorded at 78.25, subsequently rising to 83.59 in 2022, 86.18 in 2023, 88.22 in 2024, and finally reaching 89.76 in 2025.

According to Triono, the survey involved 635 respondents representing 50 technical implementation units (UPT) or offices across five organisational units: the Directorate General of Water Resources, the Directorate General of Highways, the Directorate General of Human Settlements, the Directorate General of Construction Development, and the Human Resources Development Agency.

The survey was conducted from 15 September to 5 October 2025, utilising the Krejcie and Morgan formula to determine the sample size.

Based on the survey results, the three aspects receiving the highest ratings were service procedures, staff competence, and service requirements. Conversely, three aspects identified as needing improvement include the quality of service products, facilities and infrastructure, and the handling of public complaints.

Triono noted that the survey results will serve as evaluation material for the Ministry of Public Works to enhance the quality of public services. Additionally, the Public Consultation Forum (FKP) is being utilised as a platform for dialogue with stakeholders to gather feedback on the services provided.