Efektivitas Pengelolaan Keluhan Masyarakat Pada Lembaga Ombudsman Daerah (LOD DIY) Daerah Istimewa Yogyakarta.

AZHAR, Fauzani Rafdiani, Nunuk Dwi Retnandari

2013 | Tesis | S2 Magister Administrasi Publik

ABSTRACT This research entitled “effectiveness of public complaint management in local ombudsman of the special region yogyakarta (LO SRY)”. Local Ombudsman of is external complaint agency that facilitate and following up people complaint regarding poor service delivery in the Province of Yogyakarta. LO SRY presents a as response to the lack of peple trust to complain to bureaucracy. Therefore, this writing was intended to present effectiveness of LO SRY in handling and following up people complaint. It was descriptive qualitative research. Data was gathered through interview, observation and documentation. The result indicated that LO SRY was effective in responding and following up. The effectiveness is revealed from five aspects. First aspect ,facilitation of the complaint, grievance procedures are easy and informed clearly and free of complaint cost make people easy to submit their complaint to LO SRY. Second, credibility aspect, LO SRY has strong commitment to discover fact of the complaint so that complaint resolution can be accounted. In addition, LO SRY is impartial and cannot be intervened by any interest so that leads people trust to resolve their complaint on LO SRY.Third, in responsiveness aspect, LO SRY has clear timer standard in following up people complaint. During the follow up process of complaint, LO SRY builds communication with the complainant so the complainant knows their case progress. Fourth, in privacy and confidentiality aspect, data and information related to the complainant cannot be accessed by anyone without permit from the complainant. LO SRY also protect the confidentiality of whistle blower that encourage people to submit information and complaint to LO SRY. And fifth, in performance improvement aspect. Through his recommendation, LO SRY providing solutions and advice to the accused as resolution to the peoples complain . Implementation of the recommendation is controlled by monitoring and coordination with government. Suggested recommendation is first, LO SRY should open free toll complaint line so the media complaint of SMS and phone can be used maximally, particularly for people whose domicile away from LO SRY office. Second, LO SRY should add personnel of assistant and staff of secretariat so all complains can be resolved fast. Third, LO SRY should determine clear and firm regulation on protection for whistle blower to prevent deviation in execution in the future. Fourth, LO SRY should make persuasive approach to governmental bureaucracy to increase bureaucrat awareness to implement LO SRY recommendation. Fifth, government should make amendment of legal base for LO SRY to be local regulation to strengthen existence of LO SRY. Keywords: complaint, complaint handling mechanism, LO SRY, effectiveness

Kata Kunci : Pembangunan Daerah