Efektivitas Ombudsman Republik Indonesia Perwakilan Sumatera Utara dalam Penanganan Maladministrasi pada Pelayanan Publik

Abstract

Public services are things that must be carried out by the government to fulfill the rights of citizens. However, in reality, there are still many maladministration of public services. The government then formed a supervisory agency authorized to oversee public service providers, namely the Ombudsman. The background of the research is that there is a discrepancy between the regional compliance zone and the number of reports submitted to the Ombudsman Representative for North Sumatra, where areas prone to maladministration actually contribute little reports and vice versa. While the purpose of this study is to describe how the Effectiveness of the Ombudsman of the Republic of Indonesia Representative of North Sumatra in Handling Maladministration in Public Services This study uses a descriptive research method with a qualitative approach. Data collection techniques used are interviews, observation and documentation. The concept of effectiveness used is according to Etzioni with adaptation criteria, namely the procurement and filling of labor and the scope of activities. Integration, namely developing consensus and communication as well as conducting socialization. Motivation, namely the attachment and relationship between organizational actors and their organizations as well as the completeness of facilities and infrastructure. Production, namely the quantity and quality of output and the intensity of activities. Through the results of the research, it is known that the Effectiveness of the Ombudsman of the Republic of Indonesia Representative of North Sumatra in Solving Maladministration Problems in Public Services can be said to be quite effective. The adaptation criteria in solving maladministration problems in public services have been carried out quite well. From the indicators of procurement and filling of workers, it is still less effective because the recruitment carried out by the center only looks at the number without paying attention to the quality of the needs. The indicators of the scope of labor have also been carried out well. On the criteria of integration, indicators of developing consensus and communication have been carried out well. This can be seen from the cooperation with the internal control of each agency, especially with the local government inspectorate of North Sumatra. The socialization indicators have also been done well. On the motivation criteria, indicators of attachment and relationship between organizational actors and their organizations are quite good. The indicators of facilities and infrastructure are still not good. On the production criteria, the indicators of the quantity and quality of the output can be said to be good. This is evident from the success of the Ombudsman Representative of North Sumatra in achieving the annual performance targets given by the center. In terms of activity intensity indicators, the Ombudsman Representative for North Sumatra also performed well.