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How Does The PANRB Ministry Ensure That The Quality of Public Services is Well Maintained and Continues to Develop?

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JAKARTA – The government through the Directorate General of Public Service of the Ministry of State Apparatus Utilization and Bureaucratic Reform (KemenPAN-RB) always ensures that the quality of public services is well maintained and continues to develop.

Speaking to The Editor, the Director General of Public Service Diah Natalisa revealed that there are seven principles that must be implemented so that it can be realized.

First, transparency and accountability. This is related to information regarding service standards which include processes, policies, budgets and public service results which must be openly available to the public.

Government agencies as public service providers are expected to publish information about service standards through various media so that it can be known by the public.

The existence of this standard, said Diah, provides open access to information to the public so that people can know and measure it without experiencing confusion.

The directorate also demanded public supervision in its implementation.

Second, community participation. This is related to the mandate of Law Number 25 of 2009 concerning Public Services and PP No. 96 of 2012, which states that public service providers are obliged to involve the community in the implementation of public services as an effort to build a fair, transparent and accountable public service delivery system.

“Involve the community in the planning, implementation and evaluation process of public services,” said Diah.

“The public can provide valuable input and monitor service quality,” she added.

Third, manage input and complaints well. This is related to the rights of the community as recipients of public services to have their input and complaints channeled to authorized public service providers with an easy, integrated and complete Public Service Complaint Management System.

“Respond quickly and seriously to input and complaints from the public. The complaint process must be transparent and provide feedback to the reporter,” added Diah.

Fourth, collaboration between agencies. This can help overcome more complex problems and increase synergy in services.

“One of the implementations we have carried out to realize this collaboration is through the implementation of Public Service Malls,” said Diah.

“Public Service Mall is an integrated integration of public services provided by ministries, institutions, regional governments, BUMN/D, and the private sector in one place to help improve the quality of public services for the community and increase regional investment,” she explained.

Fifth, technology and innovation. This relates to efforts to utilize information and communication technology to increase the efficiency and accessibility of services.

This is implemented through the creation of online platforms, mobile applications, and information systems that can help facilitate public access to public services.

Apart from using technology, said Diah, innovation has a very important role in the public sector because it can improve the quality of service delivery.

“For this reason, we have prepared several steps to make it happen, including creating public service innovations, carrying out public service reforms, collaborating/cooperating in providing public services with relevant stakeholders as a form of the penta helix, carrying out intensive development for regions in Special Economic Zones, and will continue to encourage reform of the public service information system,” she explained.

Sixth, performance measurement and evaluation. This is related to the mandate of Article 7 paragraph (3) of Law no. 25 of 2009 concerning Public Services, which states that the Ministry of PANRB through the Directorate General of Public Services carries out an Evaluation of Public Service Providing Units within the scope of Regional Government and Ministries/Institutions entitled Implementation of Public Service Delivery Performance Evaluation (PEKPPP).

Data obtained from these evaluations can be used to identify areas that need improvement and monitor progress.

“We carry out this evaluation periodically in public service delivery units,” said Diah.

“The evaluation was carried out holistically from the community and from competent evaluators,” she added.

Seventh, leadership commitment and employee development. This is related to the strong commitment to quality public services that must be possessed by leaders at all levels.

“It will influence organizational culture and inspire employees to work better,” said Diah.

Apart from that, she continued, every government agency must be able to appreciate and develop the human resources it has, including through providing employee training and development as well as giving appreciation and awards to individuals who have succeeded in providing extraordinary public services.

“Maintain the commitment to these principles consistently, and involve all parties involved in the public service process. In this way, a good public service environment can continue to be maintained and developed,” she concluded.


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