BANYUWANGI – Banyuwangi Regency Government's high commitment in responding to public complaints quickly, get the attention of a number of parties. No exception, State Cyber and Code Agency (BSSN) who specifically came to the eastern tip of Java Island to learn about this.
The Head of Operational Services for the National Cyber Security Operations Center BSSN Satryo Suryantoro said:, The public complaint service in Banyuwangi is one of the best in Indonesia.
This is evidenced by the crowning of Banyuwangi as a Top 10 Acceptance of Public Service Complaints from the Ministry of State Apparatus Empowerment and Bureaucratic Reform (KemenPAN-RB) some time ago in Jakarta.
“This is our reason for going to Banyuwangi, for benchmarking on public complaint services handled by the district government. We also want to see how far Banyuwangi's infrastructure and application assets are,” said Satryo when he was received by the Expert Staff in the field of Community and Human Resources of the Banyuwangi Regency Government, Sudjani, in the Public Service Lounge, Thursday (22/11/2018).
The BSSN itself is a non-ministerial technical institution established by President Joko Widodo through Presidential Regulation No 53 year 2017 which was later revised by Presidential Decree No 133 year 2017. BSSN is tasked with implementing cyber security effectively and efficiently by utilizing, develop, and consolidate all elements related to cybersecurity.
Satryo confessed, as a relatively new government agency, BSSN is currently making new regulations, one of which is related to public complaints.
“We will use the results of this visit from Banyuwangi as material for making regulations related to public complaints,” Satryo said.
Satryo, who came with five of his entourage, was in Banyuwangi for three days, from Wednesday-Friday (21-23 November). They will visit a number of public service locations and related SKPD. Among them, Public Service Lounge, Regional Secretariat Organization Section, and Banyuwangi Communication and Encryption Service.
When visiting the Public Service Lounge, This group saw firsthand a number of public service applications built by the district government. One of them, integrated public complaint service application from the district level to the village level. With this app, community complaints incoming via SMS, WhatsApp, or the website will be directly forwarded to the relevant SKPD for immediate handling. Besides that, This group was also shown the technical service of public complaints through social media.
“We apply, All complaints that come in must be handled as soon as possible 4 jam. Either through public complaints on our website, instagram, twitter, or facebook we try to respond well and quickly. If the deadline is not handled, the relevant officials will receive punishment,” explained Sudjani.
Not only that, said Sudjani, Banyuwangi also has regulations that specifically regulate public complaints. Namely Regent Regulation No 40 year 2010 regarding the management of public service complaints. “So the SOP is clear,” he added.
Sudjani added, reporting that received the most attention was the handling of the poor. Start reporting on health conditions, his place, to children who have difficulty attending school.
“It's been systemized automatically when there is an incoming complaint, all cross-agency moving. Starting from the village head, babinsa, All SKPD directly work together to handle. Anyway it should be a matter of hours, except for reports that require certain mechanisms, such as reports of damaged schools, it takes time to allocate repair funds,” he said.
Hear the explanation, Satryo also expressed his appreciation. “We see that the application makes it very easy for officers to respond to complaints from the public. The community is also greatly helped because their complaints are immediately responded to. This is very good, especially since it was built by the local government,” he said.
“The Perbup on the management of public service complaints is also very inspiring. We will use this as an example to make proper and effective regulations. Because so far we have opened a complaint service, but there are no rules,” he said.
