Responsivitas Ombudsman Republik Indonesia Perwakilan Provinsi Sumatera Utara dalam Penanganan Laporan Masyarakat

Abstract

This study aims to describe public reports regarding public services and how responsive the Ombudsman RI Perwakilan Sumatera Utara is in handling these reports. This research is important to do to find out how the community submits reports related to public services to Ombudsman RI Perwakilan Sumatera Utara and how the pattern of handling reports is carried out by the Ombudsman RI Perwakilan Sumatera Utara. The main problem in this study is that the implementation of public services in North Sumatra is still not free from maladministration problems. Ombudsman RI Perwakilan Sumatera Utara is an external supervisory institution that has the obligation to receive and handle any public complaints related to public services. Research using descriptive method with a qualitative approach. Data collection was carried out using interview techniques, observation, documentation and literature study. The research informants were members of Ombudsman RI Perwakilan Sumatera Utara and the community. Data analysis was carried out qualitatively using the responsiveness theory approach put forward by Zeithaml, including responding to every reporter who wants to get service, providing services quickly, precisely, accurately, on time, and responding to all complainants' complaints. The results of this study indicate: First, Ombudsman RI Perwakilan Sumatera Utara in handling community reports has been responsive in terms of serving reporters, responding to complainants' complaints, and accuracy in handling community reports. Second, the handling of public reports in terms of accuracy, speed and timeliness still requires improvement. Third, the factors that affect the time to complete the report are the level of complexity of the case, the attitude of the complainant and the reported and the absence of a definite standard of completion time. Fourth, the limited number of human resources and budget to support the acceleration of completion of reports in all regions is also an obstacle in maximizing the responsiveness of Ombudsman RI Perwakilan Sumatera Utara.