Proceedings of the International Conference on Administrative Science (ICAS 2017)

Enhancing Public Services Quality by Strengthening the Role of Ombudsman

Authors
Yuli Tirtariandi El Anshori, Mr. Enceng
Corresponding Author
Yuli Tirtariandi El Anshori
Available Online November 2017.
DOI
https://doi.org/10.2991/icas-17.2017.57How to use a DOI?
Keywords
ombudsman, public services, authority, leadership
Abstract

Good public services have been very significant issues nowadays. All government agencies should conduct best service to serve the public. In fact, there are many complaints due to the delivery of public services by the agencies. It includes the matter of time, procedures, and costs. Sometimes the public service delivery raises a dispute or conflict. It is not easy for citizens to have fairness when they involved in a dispute with the government. Thus, It requires a guard to watch the implementation of public services. The guard is Ombudsman that has the authority. Ombudsman in Indonesia is established based on the Law No. 37/2008 about The Ombudsman of Republic Indonesia. This articles discusses the role of Ombudsman in Bangka Belitung Province in Indonesia to overcome the public services dispute cases. The research method is qualitative approach. Data are collected through interview, observation, and documentary study. The result shows that the Ombudsman has a very huge authority to mediate a public service dispute. On the other side, it has some obstacles such as the authority to make a recommendation. It is only able to make a draft and the national Ombudsman makes the final approval. The other constraints are the human resources, the leadership style, and limited budget.

Copyright
© 2017, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the International Conference on Administrative Science (ICAS 2017)
Series
Advances in Economics, Business and Management Research
Publication Date
November 2017
ISBN
978-94-6252-420-0
ISSN
2352-5428
DOI
https://doi.org/10.2991/icas-17.2017.57How to use a DOI?
Copyright
© 2017, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Yuli Tirtariandi El Anshori
AU  - Mr. Enceng
PY  - 2017/11
DA  - 2017/11
TI  - Enhancing Public Services Quality by Strengthening the Role of Ombudsman
BT  - Proceedings of the International Conference on Administrative Science (ICAS 2017)
PB  - Atlantis Press
SP  - 242
EP  - 246
SN  - 2352-5428
UR  - https://doi.org/10.2991/icas-17.2017.57
DO  - https://doi.org/10.2991/icas-17.2017.57
ID  - Anshori2017/11
ER  -