RESPONSIVITAS OMBUDSMAN JAWA TIMUR DALAM MENANGANI LAPORAN MALADMINISTRASI

Abstract

This study aims to describe and analyze the responsiveness of the Ombudsman of the Republic of Indonesia, East Java Representative Office, in handling maladministration reports during the 2022–2024 period. The research employs a qualitative descriptive approach through in-depth interviews with the Head of Examination, PVL Staff, and Examination Assistants, supplemented by secondary data from annual institutional reports. The theoretical framework used is the responsiveness indicators by Zeithaml et al. in Hardiyansyah (2018), comprising six dimensions: attitude in responding to the public, service accuracy, service speed, service precision, service timeliness, and complaint-handling ability. The findings indicate that the Ombudsman RI East Java Representative Office has demonstrated a good-to-excellent level of responsiveness. The most notable achievements are in service speed and timeliness, evidenced by an average case resolution time of 98.02 days in 2024 (below the 114-day target) and a report closure rate of 370 reports, exceeding the 350-report target by 105.71%. The two-layer PVL-Riksa system produces high-quality monitoring products without any rejections from the reported agency during the research period. The main challenges identified are limited human resources relative to case volume and the uncooperativeness of reported institutions.