| dc.description.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. | en_US |
