Indonesian ombudsman's role in supervising public services and preventing legal violations: a study of the East Java Representative Office
Keywords:
Maladministration, Performance of state apparatus, Public service, Role of ombudsman, SupervisionAbstract
Public service delivery is a fundamental manifestation of the state’s responsibility to its citizens. Within the social contract framework, the state is obligated to provide accessible, fair, and high-quality public services. To prevent maladministration, the state established the Ombudsman as an independent supervisory institution. The Ombudsman of the Republic of Indonesia, particularly the East Java Provincial Representative Office, plays a strategic role in ensuring accountability, improving service standards, and preventing legal violations by state officials. This study aims to examine the supervisory role of the Ombudsman in public service delivery and its efforts to strengthen service quality as a preventive mechanism against legal violations. This research employed an empirical juridical method with a qualitative approach and descriptive analysis. Primary data were collected through in-depth interviews with officials and staff of the Ombudsman of the Republic of Indonesia, East Java Provincial Representative Office, while secondary data were obtained through library research encompassing legislation, Ombudsman recommendations, and relevant academic publications. Data were analyzed using descriptive qualitative techniques to provide a comprehensive and contextual understanding of the Ombudsman’s role. The findings indicate that the quality of public services is significantly influenced by the competence, integrity, and performance of state apparatus. Preventive supervision by the Ombudsman has contributed to service improvement, increased accountability, and reduced potential legal violations. However, institutional and operational constraints, including limited structural recognition, budget dependence, and weak enforcement of recommendations, continue to hinder optimal performance. Strengthening the Ombudsman’s institutional capacity and coordination mechanisms is therefore necessary to ensure more effective and sustainable public service governance.
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