Partisipasi Masyarakat dan Mekanisme Komplain dalam Penyelenggaraan Pelayanan Publik
Abstract
This paper describes the importance of public participation and complaint mechanism in the public service delivery. Society can participate in public service on three aspects: (1) community participation in planning public services, (2) community participation in organizing special service, (3) community participation in overseeing the public service. In addition, people can also make complaints on the public service to internal and external agencies. One of the external agencies that are expected to organize complaint is ombudsman. Ombudsman should be able to ensure that complaints submitted by the community followed by public service providers.
Moraref