The ministry's Head of Public Information and Complaint Management (IP3) Adhi Maskawan stated that so far, the service WhatsApp hotline number 0811-1068-0000 is still being handled by the Ministry of ATR/Central BPN.
The expansion plan in 33 provinces in Indonesia aims to ensure that all complaints at both the provincial and district/city levels can be centered on that one number. This is also intended to facilitate the complaint process.
"It turns out that many of the complaints are actually from Kanwil or Kantah (Regional Land Office). That is what makes handling complaints a bit longer because the central office has to coordinate with the Kanwil people first," Maskawan said in a written statement, Tuesday.
"With the same number that can be accessed for BPN throughout Indonesia, the hope is to cut (short) its long process," he added.
The ATR/BPN Ministry, through the Public Relations Bureau (Humas) section IP3, provides special training in managing the complaint service system, that is the Omni Communication Assistant, commonly called OCA. This activity also involved PT Telkom Indonesia.
This training was conducted, so that while relaunching the service hotline, its implementation can run optimally.
The training was participated in by the heads of General Affairs and Public Relations Subdivisions in all Regional Land Offices (Kanwil) of the Provincial BPN as well as the complaint management personnel of the Ministry of Agrarian Affairs/BPN.
Senior Advisor to the Government Service Division, Director of Enterprise and Business Service (EBIS) Telkom Indonesia Arianto A. Setiawan stated that the ATR/BPN Ministry has been very active in digitalization.
However, he reminded that the ATR/BPN Ministry should prepare several aspects to build capabilities in supporting digitalization, including connectivity, applications, and monitoring.
Furthermore, an organization should support digitalization. The first step that needs to be taken is to build connectivity through digital infrastructure, such as devices and their connectivity.
"The application must then be built, such as land registration or other services. Next is supervision related to whatever is built into the application. For example, how many service processes are there? Are there any obstacles? That is the monitoring process," Setiawan remarked.
Furthermore, all participants conduct practical trials of implementing the Service Hotline WhatsApp system through OCA that was guided directly by PT Telkom Indonesia's OCA account manager, Arief Laksana.
According to Laksana, the use of OCA is expected to speed up the online interaction process, become a source of information about the ATR/BPN Ministry's services, reduce queues at the office, and make internal communications more organized through the use of one platform.
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Translator: Cindy Frishanti Octavia
Editor: Tia Mutiasari
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