Efektivitas Kinerja Ombudsman Dalam Menangani Pengaduan Mal Administrasi Pelayanan Publik (kasus Pelayanan E-KTP) Di Pekanbaru

Adilla, Arifa (2023) Efektivitas Kinerja Ombudsman Dalam Menangani Pengaduan Mal Administrasi Pelayanan Publik (kasus Pelayanan E-KTP) Di Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine the effectiveness of the Ombudsman's performance in handling complaints about the administration of public services in cases of e-KTP services. Considering the general condition of public services at that time was still of low quality, there were still many problems that resulted in dissatisfaction with public services in the wider community. It is understandable for people who want convenience in public services, whether administrative or other related matters. And in public services there is one deviation called maladministration. One of the tasks of the Ombudsman is to make efforts to prevent maladministration in the implementation of public services. The type of research used is descriptive using qualitative methods with data collection techniques carried out by observation, interview and documentation techniques. The research subjects that are important there are 2 key informants and 2 informants. From the results of the study on the effectiveness of the Ombudsman's performance in handling complaints of administrative malls, public services, cases of E-KTP services. Judging from there are 4 indicators according to Richard M. Steer. namely Productivity where the Ombudsman in handling maladministration can be seen from how the Ombudsman follows up in completing incoming reports based on the flow or procedure for resolving reports of alleged maladministration. Indicators of adaptation, institutional adaptation capability of the RI Ombusdman Representative in Riau is good where the relationship is good between all agencies and stakeholders who provide services to the community. Adaptability becomes an important role in solving existing problems, supported by good communication so that relations between institutions are always harmonious. Job satisfaction indicators, Based on the statement above, that so far the RI Ombudsman Riau Representative has not fully known the level of satisfaction of the people who have reported . Even though its authority is not to satisfy like other institutions, but this community satisfaction survey has become the spirit for evaluating the performance of the institution itself.

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