•  
  •  
 

Creative Commons License

Creative Commons Attribution-Share Alike 4.0 International License
This work is licensed under a Creative Commons Attribution-Share Alike 4.0 International License.

Abstract

The Ombudsman of the Republic of Indonesia oversees public services, particularly timely responses to reports. Since 2018, the Aceh Representative of the Indonesian Ombudsman handled 150 reports. It is interesting to investigate how well the Ombudsman dealt with these reports. This study examines the effectiveness of the Aceh Representative of the Indonesian Ombudsman in handling reported maladministration cases using a qualitative approach. The research data were gathered through interviews and document reviews by referring to Steer’s (1976) formulation of organization effectiveness, which includes productivity, adaptability, communication, job satisfaction, and human resources. The productivity, communication, and flexibility indicators are adequately effective, although not directly involved in handling cases. The handling is limited to coordinative meetings with local authorities assigned to resolve the problems. However, the findings also reveal that job satisfaction indicators are ineffective, as evidenced by the absence of community satisfaction survey findings to assess their performance. Likewise, the results on the resource indicator were ineffective since the human resources were not allocated according to the Aceh Ombudsman’s workload. Therefore, this study provides a meaningful contribution to improving the quality of services in maladministration handling by the Aceh Ombudsman Office in the future to cases reported by the citizens.

References

Aceh Kini. (2022). Ombudsman Aceh terima 382 laporan selama 2021, terbanyak soal kepegawaian. Kumparan. https://kumparan.com/acehkini/ombudsman-aceh-terima-382-laporan-selama-2021-terbanyak-soal-kepegawaian-1xEKsA6Lb7f. ,Retreived on January 2, 2022.

Airlangga, S., Tisnanta, H., & Sumarja, F. (2021). Maladministration in Land Dispute Resolution Services in the Lampung Provincial National Land Agency. Proceedings of the 2nd International Conference on Fundamental Rights, I-COFFEES 2019, 5-6 August 2019, Bandar Lampung, Lampung, Indonesia, 87. https://doi.org/10.4108/eai.5-8-2019.2308643

Ali, S., Rachman, A., & Koton, Y. P. (2021). Analysis of Mal Administration in the Procurement of Goods/Services Tender Process in Gorontalo District Procurement of Goods and Services. Journal of Economics, Business, and Administration (JEBA), 2(4), 48–58.

Andhika, L. R. (2018). Element and Factor Governance Innovation In Government Public Service. Inovasi Pembangunan : Jurnal Kelitbangan, 6(3), 207–222.

Asmara, G. (2017). Strengthening Ombudsman Institutions of the Republic of Indonesia to Increase Protection of Citizens’ Rights in Public Services. Mediterranean Journal of Social Sciences, 8(5), 51–57. https://doi.org/10.1515/mjss-2017-0023

Aydin, G. (2019). The Applicability of Balanced Scorecard in Public Sector: The Case of Ombudsman Institution. Siyaset, Ekonomi ve Yönetim Araştırmaları Dergisi, 7(2), 171–194.

Azizah, A. N. (2018). The Role of Supervisory Function In Handling Police Maladministration Within Republic of Indonesia Ombudsman (Case Study In Republic of Indonesia Ombudsman Office In Surabaya City). Magister Thesis, Universitas Brawijaya.

Babussalam, A. B. (2020). Health service maladministration’s in the covid-19 pandemic era. Legality : Jurnal Ilmiah Hukum, 28(2), 134–145.

Berg, M., & Johansson, T. (2020). Building institutional trust through service experiences—Private versus public provision matter. Journal of Public Administration Research and Theory, 30(2), 290–306.

Buehler, M. (2011). Indonesia’s Law on Public Services: changing state–society relations or continuing politics as usual?. Bulletin of Indonesian Economic Studies, 47(1), 65–86. https://doi.org/10.1080/00074918.2011.556057

Chakraborty, D., & Biswas, W. (2019). Evaluating the impact of human resource planning programs in addressing the strategic goal of the firm: An organizational perspective. Journal of Advances in Management Research, 16(5), 659–682.

Corbin, J., & Strauss, A. (2014). Basics of Qualitative Research Techniques and Procedures for Developing Grounded Theory (4th ed.). Sage Publications.

Defere, G., & Gebru, B. (2019). Practices and Challenges of the Oromiya Branch Ombudsman Institution in Impacting Public Sector Governance and Service Delivery. ILIRIA International Review, 9(2), 65–97.

Djatmiati, T. S., Primananda, A. T., & Fahrudin, T. M. (2019). Forecasting Public Services Maladministration in Local Government. Jurnal Yudisial, 12(3), 287–303.

Filstad, C., & Gottschalk, P. (2011). Performance evaluation of police oversight agencies. Policing and Society, 21(1), 96–109. https://doi.org/10.1080/10439463.2010.540653

George, B., Walker, R. M., & Monster, J. (2019). Does Strategic Planning Improve Organizational Performance? A Meta Analysis. Public Administration Review, 79(6), 810 819. https://doi.org/10.1111/puar.13104

Gibbs, J., & Gibson, S. (1998). Organizational effectiveness. Internal Auditor, 55(1), 34–37.

Gibson, C. B., & Gibbs, J. L. (2006). Unpacking the concept of virtuality: The effects of geographic dispersion, electronic dependence, dynamic structure, and national diversity on team innovation. Administrative Science Quarterly, 51(3), 451–495. https://doi.org/10.2189/asqu.51.3.451

Guslan, O. F. (2018). Maladministration in Corruption Case: A Study of Limitation on the Criminal Action. IJCLS (Indonesian Journal of Criminal Law Studies), 3(2), 147 156. https://doi.org/10.15294/ijcls.v3i2.13249

Hartono, S. (2003). Panduan investigasi untuk ombudsman Indonesia. Komisi Ombudsman Nasional.

Hayati, T. (2019). Abuse of Authority by Government Officials: Controversy Between Administrative and Criminal Sanctions. Journal of Legal, Ethical and Regulatory Issues, 22(5), 1–7.

Hendrix, W. H., Summers, T. P., Leap, T. L., & Steel, R. P. (1988). Antecedents and Organizational Effectiveness Outcomes of Employee Stress and Health. In R. Crandall & P. L. Perrewé (Eds.), Occupational Stress (2nd ed., pp. 20–25). CRC Press.

Irmajayanti, M. Z., Sudaryanto, T., & Antikowati, A. (2021). Maladministration in the Public Service: Should Government Officials be Responsible for their Decisions?. Journal of Contemporary Sociological Issues, 1(1), 71–85. https://doi.org/10.19184/csi.v1i1.21507

Jamaluddin, Umar, Z., & Haba, R. (2021). Ombudsman As An Institution Of Public Service Supervision In Makassar City. NVEO OILS Journal, 8(4), 16036–16045.

Judge, T. A., Zhang, S. (Carrie), & Glerum, D. R. (2020). Job Satisfaction. In V. I. Sessa & N. A. Bowling (Eds.), Essentials of Job Attitudes and Other Workplace Psychological Constructs (pp. 35–40). Routledge.

Kareem, M. A., & Hussein, I. J. (2013). The Impact of Human Resource Development on Employee Performance and Organizational Effectiveness. Management Dynamics in the Knowledge Economy, 7(3), 307–322. https://doi.org/10.25019/MDKE/7.3.02

Kossek, E. E., & Thompson, R. J. (2016). Workplace flexibility: Integrating employer and employee perspectives to close the research-practice implementation gap. In T. D. Allen & L. T. Eby (Eds.), The Oxford handbook of work and family (pp. 255–270). Oxford University Press.

Lee, T. W., & Steers, R. M. (2017). Facilitating effective performance appraisals: The role of employee commitment and organisational climate. In F. Landy, S. Zedeck, & J. Cleveland (Eds.), Performance measurement and theory (pp. 75–93). Routledge.

Lenaini, I. (2021). Teknik Pengambilan Sampel Purposive Snowball Sampling. Historis: Jurnal Kajian, Penelitian Dan Pengembangan Pendidikan Sejarah, 6(1), 33 39. https://doi.org/10.31764/historis.v6i1.4075

McCormack, P. C., & Hansen-Lohrey, C. (2021). Accountability, government decisions and future generations: lessons from the Australian Ombudsman. In J. Linehan & P. Lawrence (Eds.), Giving Future Generations a Voice (pp. 128–148). Edward Elgar Publishing.

Milley, P., & Dulude, É. (2021). On maladministration in higher education: towards a multi-level theoretical framework for understanding its emergence and persistence in an era of neoliberal, managerial and corporatist reforms. International Journal of Leadership in Education, 24(5), 588–612. https://doi.org/10.1080/13603124.2020.1757158

Mochtar, Z. A. (2016). Lembaga Negara Independen. Raja Grafindo Persada. Nurhayati, L. (2021). Policy Effectiveness Program for Improving Education Equality through the Development of Education Facilities and Infrastructure. Journal of Education Review Provision, 1(1), 6–11.

Ombudsman Perwakilan Aceh. (2020). Ombudsman Aceh terima 132 laporan maladministrasi. Ombudsman.Go.Id. https://ombudsman.go.id/perwakilan/news/r/pwk--ombudsman-aceh-terima-132-laporan-maladministrasi

Ombudsman Perwakilan Aceh. (2021). Ombudsman Aceh terima 246 pengaduan, terbanyak masalah pertanahan. Ombudsman.Go.Id. https://ombudsman.go.id/perwakilan/news/r/pwk--ombudsman-aceh-terima-246-pengaduan-terbanyak-masalah-pertanahan

Prasetyo, E., Agustina, F., & Marzuki, S. (2003). Ombudsman daerah: mendorong terwujudnya pemerintahan yang bersih. PUSHAM UII.

Rahmadana, M. F., Mawati, A. T., Siagian, N., Perangin-angin, M. A., Refelino, J., & Tojiri, M. Y. (2020). Pelayanan Publik. Kita Menulis.

Rahmayanti, K. P. (2021). The Perception of Actors Toward Collaboration in Public Services: Evidence from Civil Registration Services Innovation in the Pangkajene and Island Regency. BISNIS & BIROKRASI: Jurnal Ilmu Administrasi Dan Organisasi, 28(1), 5. https://doi.org/10.20476/jbb.v28i1.1297

Ramlan, T. S., & Sugiarti, D. K. (2017). Implementation Of Law Authority And Responsibility Of Budget Users In Procurement Of Goods And Services In Health. Jurnal Dinamika Hukum, 17(1), 112–117. https://doi.org/10.20884/1.jdh.2017.17.1.844

Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D., & Naidoo, P. (2010). Service Quality in the Public Service. International Journal of Management and Marketing Research, 3(1), 37–50.

Raziq, M. M., Borini, F. M., Malik, O. F., Ahmad, M., & Shabaz, M. (2018). Leadership styles, goal clarity, and project success. Leadership & Organization Development Journal, 39(2), 309–323. https://doi.org/10.1108/LODJ-07-2017-0212

Rony Siwij, D. S., Weni, I. M., & Hariyanto, T. (2021). The Main Duties and Functions of the Ombudsman of the Republic of Indonesia(Study on Implementation of Policy Recommendation Number: 0001/REK/0834.2016/V/2018). International Journal of Research in Social Science and Humanities, 2(10), 1–18. https://doi.org/10.47505/IJRSS.2021.9213

Rukajat, A. (2018). Pendekatan Penelitian Kualitatif (Qualitative Research Approach). Deepublish.

Sahid, A., Amirullah, I., Rahman, A. A., Senaman, A., & Yusriadi, Y. (2020). The role of the government in supporting the duties of local governments in Makassar City. International Journal of Scientific and Technology Research, 9(3), 3774–3777.

Schütte, S. A. (2008). Government Policies and Civil Society Initiatives against Corruption. In M. Buente & A. Ufen (Eds.), Democratization in Post-Suharto Indonesia (pp. 81–101). Routledge.

Sentanu, I. G. E. P. S., Reicoba, M. A., & Noor, I. (2020). Conflict Management As The Effort Of Accomplishing Report Toward Maladministration Of The Population. DIA Jurnal Ilmiah Administrasi Publik, 18(2), 71–92. https://doi.org/10.30996/dia.v18i2.4001

Shet, S. V., Patil, S. V., & Chandawarkar, M. R. (2019). Competency based superior performance and organizational effectiveness. International Journal of Productivity and Performance Management, 68(4), 753–773.

Sigit, S. (2003). Esensi Perilaku Organisasi. Lukman Offset. Singh, S., Darwish, T. K., & Potočnik, K. (2016). Measuring Organizational Performance: A Case for Subjective Measures. British Journal of Management, 27(1), 214–224. https://doi.org/10.1111/1467-8551.12126

Steers, R. M. (1976). When is an organization effective? A process approacht to understanding effectiveness. Organizational Dynamics, 5(2), 50–63. https://doi.org/10.1016/0090-2616(76)90054-1

Steers, R. M., Mowday, R. T., & Shapiro, D. L. (2004). Introduction to special topic forum: The future of work motivation theory. The Academy of Management Review, 29(3), 379–387. https://doi.org/10.2307/20159049

T.F., M. A., Mahanani, A. E. E., & Permatasari, N. A. (2018). Formulation of Law Education by Higher Education for Local Bestuurs Orgaan for The Embodiment of Nationalism Based Human and Law Development. Proceedings of the 1st International Conference on Social Sciences (ICSS 2018). https://doi.org/10.2991/icss-18.2018.260

Tham, S. Y., & Wong, H. M. (2021). The Big Five Personality Traits on Job Satisfaction Mediated by Procedural Justice. European Journal of Humanities and Social Sciences, 1(6), 55–63.

Uhl-Bien, M., & Arena, M. (2018). Leadership for organizational adaptability: A theoretical synthesis and integrative framework. The Leadership Quarterly, 29(1), 89 104. https://doi.org/10.1016/j.leaqua.2017.12.009

University of Cape Town. (2014). Annual Reports 2014. (n.d.). Ombud’s Office University of Cape Town. Retrieved August 16, 2022, from http://www.ombud.uct.ac.za/sites/default/files/image_tool/images/29/annual_report/UCTCM047-Ombuds-Annual-Report-2014_ENGLISH.pdf

Walsh, K. (1991). Quality and Public Services. Public Administration, 69(4), 503–514. https://doi.org/10.1111/j.1467-9299.1991.tb00917.x

West, H. (2020). MP Firefighting and the Partisan Logic. Scandinavian Political Studies, 43(1), 1–23. https://doi.org/10.1111/1467-9477.12157

Download

Share

COinS
 
 

To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.