Ilhamsyah, Budi (2023) Efektivitas Kinerja Ombudsman Republik Indonesia Perwakilan Provinsi Riau Terhadap Pengawasan Pelayanan Publik Dalam Kasus Maladministrasi Di Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research aims to determine the effectiveness of the oversight performance of the Ombudsman of the Republic of Indonesia Representative of the Riau Province in carrying out their duties. The assessment indicators used include productivity which includes the ability of the ombudsman in resolving cases and forms of prevention and handling of maladministration. Then the flexibility of adaptation which is related to the ability to communicate with clients and socialization to the community. And satisfaction, namely performance in conducting supervision. This research is located at the Ombudsman Office of the Republic of Indonesia representative of Riau Province in Pekanbaru City, Jalan Hangtuah no.34 Sukamulia, Sail District, Pekanbaru City, using a qualitative descriptive research type. The informants in this study included the Head of the Ombudsman of the Republic of Indonesia Representative of the Riau Province, the Assistant Ombudsman, the Ombudsman Staff and the Reporting Society. Data collection techniques in this study were interviews with informants regarding the theme in the research title, and documentation to the ombudsman (but not to the complainant, because it is the policy of the Ombudsman to keep the identity of the reporter). Based on the research and data collection techniques used, the researchers considered that in completing reports/complaints, the Ombudsman of Riau Province carried out Standard Operating Procedures in the form of checking incoming reports, followed by clarification/investigation/then summoning, then forwarded with suggestions. However, the limitation of researchers in conducting this research is that it was conducted during the COVID-19 pandemic, making it difficult to conduct an interview.

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