Ombudsman On the Spot as a Proactive Service Model for Expanding Access to Public Service Complaint Mechanisms in Central Java
DOI:
https://doi.org/10.15294/jphi.v9i2.61538Keywords:
Ombudsman, Proactive Services, Public Service Complaints, Public Access, MaladministrationAbstract
Unequal access to complaint mechanisms may prevent members of the public from obtaining remedies for maladministration when distance, limited information, digital barriers, disability, age, or confidentiality concerns restrict contact with oversight institutions. This article examines Ombudsman On the Spot, implemented by the Central Java Representative Office of the Ombudsman of the Republic of Indonesia, as a proactive complaint access service. Using a descriptive evaluative community engagement approach, the study analyses five internal activity reports covering seven service points from April to September 2025, supported by institutional records, SIMPeL 4.0 administrative data, programme guidelines, and legislation. Across the seven service points, eight non-report consultations and six registered complaints were directly recorded through OTS, together with one recommendation for service improvement. The six registered complaints subsequently received institutional follow-up through examination and/or coordination with the reported institutions and were administratively closed. These are administrative outputs, not evidence of user satisfaction or causal effects. The findings identify three complementary modalities: facility-based service booths, community education and consultation, and targeted visits for users requiring accessibility or confidentiality adjustments. They also identify four dimensions of access: physical, informational, procedural, and relational. The article develops a six-stage framework consisting of access mapping, targeted outreach, rights education, consultation and preliminary verification, registration, referral or coordination, and monitoring and evaluation. Four stages are practice-derived, while two are normatively completed by the 2025 programme guideline. The framework offers a replicable structure for proactive complaint access while retaining privacy safeguards and cautious limits on claims of effectiveness.
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Copyright (c) 2026 Elyna Noor Dina Nazla, Martitah Martitah, Dani Muhtada, Yurida Zakky Umami (Author)
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