Throughout 2021-2025, Deputy Chairman of the Indonesian Ombudsman, Bobby Hamzar Rafinus, stated that in internal supervision, the Main Assistant for Quality Management of the Indonesian Ombudsman received 58 complaints regarding the Whistleblowing System (WBS) in 2021, 91 reports in 2022, 90 reports in 2023, 109 reports in 2024, and 78 reports in 2025.
"Of the total complaints, 62 percent contained findings of administrative, procedural, or substantive violations," he said at a Focus Group Discussion event entitled " Overseeing the Quality of Public Service Supervision " in Jakarta, Tuesday.
In addition, it was stated that quality assurance carried out in 42 work units found recurring issues such as delays in processing reports, non-compliance with procedures, incomplete documents, and minimal data updates in SIMPeL.
In terms of preventing maladministration, he continued, challenges were also found in the form of document formats that did not comply with regulations, procedures that were not followed, and writing errors that impacted the quality of the study.
Overall, the Indonesian Ombudsman identified five main risks that need to be controlled, namely compliance, operational, policy, fraud , and reputation risks.
He stated that digital transformation, accelerated report completion, and the refinement of the implementation of Ombudsman Regulation Number 51 of 2021 concerning Integrated Quality Management will be the focus of ORI's future strengthening.
He also revealed that the Indonesian Ombudsman has the idea of a National Public Service Monitoring System as a foundation for more modern, integrated, and responsive supervisory governance, as a concrete form of collaboration in public service monitoring in Indonesia.
On the same occasion, the Minister of Administrative and Bureaucratic Reform, Rini Widyantini, appreciated the steps taken by the Indonesian Ombudsman, which not only supervises other agencies but also consistently evaluates and improves the quality of its internal supervision.
He also encouraged the commitment to collaborative service monitoring to ensure that the benefits of good public services can be felt.
He did not forget to emphasize that ideal public services must be human-centered and inclusive.
Thus, he continued, the government should not be too busy creating guidelines, but must ensure the public's experience as service users.
