“The improvement of public services’ quality is an essential factor to attract investment and create a good business climate,” he said at the launch of the 2023 Indonesian Ombudsman Annual Report in Jakarta.
Amin lauded the Indonesian Ombudsman, an independent state institution, for its strategic role in ensuring clean governance and equitable service delivery.
The Ombudsman also formulates public policies based on people’s complaints in the form of corrective actions, suggestions for improvement, and recommendations to encourage improvements in public services.
Amin noted that, based on a report he received, the quality of public services and bureaucratic reform in general has improved in the last two years.
This improvement has been seen in two indicators. The first indicator is the results of the Indonesian Ombudsman's assessment of the level of compliance at ministries, agencies, and regional governments with public service standards.
"From 2022 to 2023, there has been a significant increase in the number of public service provider agencies that are in the green zone or complying with standards,” he said.
He further said that as many as 70 percent of the 586 agencies were considered to be in the green zone in 2023, up from around 46 percent in 2022.
The second indicator is the results of a global-level assessment of the quality of public services as measured through the government effectiveness index, he explained.
The government effectiveness index rose from 64.76 in 2022 to 66.04 in 2023, with Indonesia ranking 73rd out of 214 countries.
He asked that the achievement be used as motivation to continue making improvements, especially in the handling of public complaints regarding public services in regions.
The number of public complaints received by the regional representative offices of the Indonesian Ombudsman is ten times higher compared to the central office, Amin said.
Public complaints are considered a fundamental parameter for the success of public service implementation.
He asked the Indonesian Ombudsman to synergize with stakeholders so that access to public service complaints can be expanded.
Amin expressed hope that, with massive dissemination of information on the function and role of the Indonesian Ombudsman, the community would use the facility to file complaints well.
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Translator: Mentari Dwi, Raka Adji
Editor: Anton Santoso
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