Applicable Local Number 6 In 2010

Original Language Title: Peraturan Daerah Nomor 6 Tahun 2010

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The DRAFT of the REGULATION REGION of WEST JAVA PROVINCE number 6 in 2010 ABOUT the ORGANIZATION of the PUBLIC SERVICE with the GRACE of GOD ALMIGHTY the GOVERNOR of West Java, Considering: a. that in order to improve the quality and ensure the provision of public services as well as to provide protection for citizens from abuse of authority in the Organization of the public service, should apply the principles of good governance; b. that the local government is obliged to organise public services are integrated and continuously in an attempt to meet the expectations and demands of society on quality public services; \ c. that to improve the quality of public services as stated on the letter b, needs to be consideration of legal norms regulating the Organization of the public service are of high quality, integrated and continuous in an effort to provide protection of public rights; 5 d. that based on considerations as referred to in consideration of the letters a, b, and c, it is necessary to form West Java Region Regulation about the Organization of the public service; Remember: 1. Act No. 11 of 1950 on the establishment of the province of West Java (Republic Indonesia on 4 July 1950), jo. Act No. 8 of 1950 the Government of Jakarta Raya (Indonesia Country Sheet Republic of 1950 the number 31, an additional Sheet of the Republic of Indonesia number 15) as amended several times, the last by Act No. 29 of 2007 about the Government of the province of Jakarta as the capital of the State Union of Republic Indonesia (State Gazette of the Republic of Indonesia Number 93 in 2007, an additional Sheet of the Republic of Indonesia Number 4744) and Act No. 23 of 2000 on the establishment of Banten Province (State Gazette of the Republic of Indonesia year 2000 Number 182, additional sheets of the Republic of Indonesia Number 4010); 2. Law number 5 in 1962 about the company area (Gazette of the Republic of Indonesia number 10 in 1962, an additional Sheet of the Republic of Indonesia Number 2387); http://www.bphn.go.id/2 3. Act No. 8 of 1974 about Staffing issues (State Gazette of the Republic of Indonesia Number 55 in 1974, an additional Sheet of the Republic of Indonesia Number 3041) as amended by Act No. 43 of 1999 regarding the change in the law No. 8 of 1974 about Staffing issues (State Gazette of the Republic of Indonesia year 1999 Number 169, additional sheets of the Republic of Indonesia Number 3890); 4. Law No. 8 of 1981 on the law of criminal procedure (State Gazette of the Republic of Indonesia Number 76 of 1981, additional sheets of the Republic of Indonesia Number 3209); 5. Act No. 28 of 1999 about the organizers of a country that is clean and free from corruption, Collusion and Nepotism (State Gazette of the Republic of Indonesia Number 75 in 1999, an additional Sheet of the Republic of Indonesia Number 3851); 6. Act No. 31 of 1999 regarding the eradication of criminal acts of corruption (State Gazette of the Republic of Indonesia Number 78 in 1999, an additional Sheet of the Republic of Indonesia Number 3854) as amended by Act No. 20 of 2001 about a change in the Law Number 31 of 1999 regarding the eradication of criminal acts of corruption (State Gazette of the Republic of Indonesia Number 134 in 2001, an additional Sheet of the Republic of Indonesia Number 4150); 7. Act No. 17 of 2003 about State Finances (State Gazette of the Republic of Indonesia Number 47 in 2003, an additional Sheet of the Republic of Indonesia Number 4286); 8. Act No. 1 of 2004 on the Treasury of the State (State Gazette of the Republic of Indonesia in 2004, an additional Sheet No. 5 of the Republic of Indonesia Number 4355); 9. Act No. 10 of 2004 concerning the formation of Legislation (State Gazette of the Republic of Indonesia Number 53 in 2004, an additional Sheet of the Republic of Indonesia Number 4389); 10. Act No. 3 of 2004 concerning the examination of the management and Financial Responsibility of the State (State Gazette of the Republic of Indonesia Number 66 in 2004, an additional Sheet of the Republic of Indonesia Number 4400); 11. Law Number 32 of 2004 concerning Regional Government (State Gazette of the Republic of Indonesia Number 125 of 2004, an additional Sheet of the Republic of Indonesia Number 4437) as amended several times, the last by Act No. 12 of 2008 about the second amendment in the Law Number 32 of 2004 concerning Regional Government (State Gazette of the Republic of Indonesia Number 59 in 2008, an additional Sheet of the Republic of Indonesia Number 4844); http://www.bphn.go.id/3 12. Law number 11 Year 2008 of the information and electronic transactions (State Gazette of the Republic of Indonesia Number 58 in 2008, an additional Sheet of the Republic of Indonesia Number 4928); 13. Act No. 14 of 2008 about the openness of public information (State Gazette of the Republic of Indonesia Number 61 in 2008, an additional Sheet of the Republic of Indonesia Number 4846); 14. Act No. 25 of 2009 about public service (State Gazette of the Republic of Indonesia Number 112 in 2009, an additional Sheet of the Republic of Indonesia Number 5038); 15. Act No. 43 of 2009 about Archives (State Gazette of the Republic of Indonesia Number 152 in 2009, an additional Sheet of the Republic of Indonesia Number 5071); 16. Government Regulation Number 68 of 1999 regarding the procedures for the implementation of the community's Participation in the Organization of the State (State Gazette of the Republic of Indonesia Number 129 in 1999, an additional Sheet of the Republic of Indonesia Number 3866); 17. Government Regulation Number 58 in 2005 about the financial management area (State Gazette of the Republic of Indonesia Number 140 in 2005, an additional Sheet of the Republic of Indonesia Number 4578); 18. Government Regulation Number 65 in 2005 about the drafting of the Guidelines and the application of the minimum service standard (State Gazette of the Republic of Indonesia Number 150 in 2005, an additional Sheet of the Republic of Indonesia Number 4166); 19. Government Regulation Number 38 in 2007 about Government Affairs Divisions between the Government, local governance and local governance Provincial district/city (State Gazette of the Republic of Indonesia Number 82 in 2007, an additional Sheet of the Republic of Indonesia Number 4737); 20. Government Regulation Number 41 in 2007 about the Organization of the device area (State Gazette of the Republic of Indonesia Year 2007 Number 89, an additional Sheet of the Republic of Indonesia Number 4741); 21. Government Regulation Number 53 in 2010 about the discipline of civil servants (State Gazette of the Republic of Indonesia Number 74 in 2010, an additional Sheet of the Republic of Indonesia Number 5135); 22. West Java area of Regulation No. 4 of 1999 on Local services and Tourism Province level I West Java Region (the regional Gazette in 1999 number 8 Serie D); 23. Applicable local West Java province number 26 in 2001 about the establishment of PT Jasa Sarana West Java (Regional Gazette 2001 number 26 Serie D); http://www.bphn.go.id/4 25. West Java area of Regulation No. 4 of 2002 on changes in the legal form of the company name and the industrial regions of West Java province became a limited liability company (Sheet 2002 Area number 8 Serie D); 26. the regulations of the province of West Java Area number 3 in 2005 on the establishment of Regional Regulations (Gazette No. 13 of 2005 Regional E series, an additional Sheet region number 15) as amended by regulation region of West Java province number 5 in 2010 about the changes to the regulations of the province of West Java Area number 3 in 2005 on the establishment of Regional Regulations (Gazette No. 5 of 2010 Area E series Additional Sheets, region number 71); 27. West Java area of Regulation No. 9 in 2008 about the long term Regional development plan (RPJPD) of West Java in 2005-2025 (Regional Gazette in 2008 number 8 E series, an additional Sheet region number 45); 28. West Java area of Regulation No. 10 in 2008 about the Affairs of the Government of the province of West Java (Gazette No. 9 of 2008 the area of Serie D, additional Sheets region number 49); 29. Regulation of West Java Area number 2 in 2009 about the medium term development plan (RPJM) region of West Java province in 2008-2013 (Gazette year 2009 number 2 Area E series, an additional Sheet region number 60); 30. West Java area of Regulation No. 10 of 2009 about PT. Bank West Java regional development, Tbk (the regional Sheets 2010 number 10 E series, an additional Sheet region number 66); With the approval of the HOUSE of REPRESENTATIVES along with the AREA of WEST JAVA and WEST JAVA GOVERNOR DECIDED: setting: LOCAL REGULATIONS CONCERNING THE ORGANIZATION of the public service. http://www.bphn.go.id/


5 CHAPTER I GENERAL PROVISIONS article 1 in regulation of this area, which is: 1. The area is the province of West Java. 2. The Governor is the Governor of West Java. 3. Local Government is the Governor and the Region as organizer of local governance. 4. Representatives of the regional PARLIAMENT is hereinafter referred to as the House of representatives of the regional province of West Java. 5. Organization of the Area hereinafter referred to as Device OPD is the Organization of Government in the area of the environment Devices of West Java province. 6. Business entity belonging to the Area hereinafter referred to LOCAL business entity is established by the Government of West Java province either form a limited liability company and corporate areas. 7. The public service is an activity or series of activities in the framework of the fulfilment of the needs of the service in accordance with the laws and regulations of the community of goods, services, and/or administrative services provided by the organizer of the public service. 8. Public Service Providers hereinafter referred the organizers is the head of the LOCAL GOVERNMENT Board of Directors of OPD and Implementing public service membawahkan. 9. Implementing public service Implementing is hereinafter referred to as the officials, employees, officers, and any person acting on the OPD and LOCAL GOVERNMENT who is in charge of carrying out an action or series of actions of public service. 10. Performance is a reflection of the level of achievement of the goals or purpose of the OPD and LOCAL as the elaboration of the vision, mission and strategy of the OPD and OWNED COMPANIES that indicate the level of success and failure of implementation activities in accordance with the program and the policy set. 11. Society is the individual person, group or entity that serves as the legal beneficiaries of public service, both directly and indirectly. 12. Standard service is the benchmark to be used as guidelines for conducting service and reference service quality assessment as a duty and the promise of the Organizer to the community in the framework of a quality service, quick, easy, affordable, and scalable. 13. Public service information system is a set of activities that include storage and information management as well as the mechanism of delivery information from the Organizer to the community and vice versa in the form of oral, writing, writing in Braille letters, pictures, and/or the local language, as well as served manually or electronically. http://www.bphn.go.id/6 14. Information stewardship is a written statement containing the whole details the obligations and promises contained in the standards of service. 15. Community Satisfaction Index is a measure of satisfaction community as recipients of services provided by Public Service Providers based on the established service standard. 16. Accountability is the embodiment of public service obligations of Public Service Providers to be accountable to the public regarding the achievement of the objectives that have been established, through the mechanism of accountability on a periodic basis. 17. The complaint is the recipient of the notification service that contains information about the mismatch between the services received with the standard of service that has been determined. 18. The complainant is a society that does the complaint over the conduct of the public services provided by the organiser and Executor. 19. Public Service Disputes are disputes arising in the field of public services between the recipient of the service with the Public Service Providers due to the mismatch between the services received by the standards of public service that has been established. 20. Corruption eradication Area action plans in West Java Province hereinafter called RAD-PK is the Foundation and guidelines for the Government of West Java province in carrying out the prevention and eradication of corruption relating to the Organization of the public service. 21. Budget revenue and Spending areas hereafter GRANT income and Expenditure Budget is an area of West Java province. CHAPTER II the INTENTIONS, goals, principles, and is considered part of the SCOPE of the purpose and Objectives article 2 Setting the Organization of public services intended to provide legal certainty towards the Organization of the public service and the fulfilment of the rights of society as a high quality, integrated and sustainable. Article 3 the Organization of public services aimed at: a. the realization of tatakelola principles of good governance; b. attainment of service quality, efficiency and effectiveness of the Organization of the public service and the prevention of corruption, Collusion and Nepotism; http://www.bphn.go.id/7 c terwujudkan legal certainty and the fulfilment of rights in protecting communities to get public services are high quality, integrated and continuous; d. make the RAD-to improve the quality of public services in the region; and e. be conducting the public service in accordance with the legislation of the second part of article 4 of the basic organization of the public service is based on: a. the public interest; b. legal certainty; c. equality; d. the balance of rights and obligations; e. keprofesionalan; f. participatory; g. equations treatment/non discriminatory; h. transparency; i. accountability; j. facilities and special treatment for vulnerable groups; k. timeliness; l. speed, ease, and affordability; d. efficiency and effectiveness; n. consistency; o. Justice; the intricate p.; q. the motivation; r. do not exceed the authority; s. reasonableness and appropriateness; q. legal protection; and the U.S. proportionately. The third section of article 5 Principles of organization of the public service is carried out based on the principles of: a. simplicity; b. clarity; c. the certainty of the time; d. accuracy; e. Security; f. responsibility; g. the completeness of facilities and infrastructure; http://www.bphn.go.id/h. 8 ease of access; i. discipline, politeness and friendliness; and j. comfort. The fourth part of the scope of article 6 scope of public services include the ministries of public goods and public services as well as administrative services in accordance with the legislation. Article 7 (1) the scope of the service of the public good i.e. the Ministry produces many different forms or types of goods used by the public, according to the local government authority based on the provisions of legislation and the alignment of public service implemented by the LOCAL GOVERNMENT. (2) service of public goods as referred to in subsection (1) include the following: a. the procuring and channelling public goods made by OPD that part or all of their funds sourced from the STATE BUDGET and/or BUDGETS; b. the procurement and delivery of public goods performed by a business entity that its founding capital partially or completely sourced from the wealth of the region separated; and c. the procurement and delivery of public goods are not pembiayaannya sourced from NATIONAL or business entity that its founding capital partially or completely sourced from the Region's wealth, but its availability into a mission area, which are assigned in accordance with the legislation. Article 8 (1) of the public services i.e. services that generate various forms of services needed by the public, including: a. the provision of public services by OPD that part or all of their funds sourced from the STATE BUDGET and/or BUDGETS; b. the provision of public services by a business entity that its founding capital partially or completely sourced from the wealth of the region separated; and c. the provision of public services are not pembiayaannya sourced from NATIONAL or business entity that its founding capital partially or completely sourced from the Region's wealth, but its availability into the mission area that are set in accordance with the legislation. http://www.bphn.go.id/9 (2) of the public service referred to in subsection (1) must meet the scale of the activities based on lot size specific costs are used and the network that is owned in the activities of public services to categorized as organizers. Article 9 administrative services i.e. services that generate various forms of official documents needed by the public, including: a. administrative acts of local government in order to realize the protection of personal, family, honor, dignity, and property of the community; and b. administrative actions by governmental agencies subject to the provisions of the legislation. Article 10 further Provisions regarding the scope and details of the type of public services as referred to in sections 7, 8 and 9 are governed more by Regulation of the Governor. CHAPTER III the Builder, an ORGANIZER, ORGANIZATION and EVALUATION of the PUBLIC SERVICE is considered part of the Builder and organizer of article 11 (1) Governor because his post is a Builder of organizing the public service in the area. (2) the Builder have a job doing construction, supervision, control and evaluation of the implementation of the tasks of the Organizer. (3) mandatory Builder reported the results of the development of the performance of public services to the PARLIAMENT and Minister of State for Administrative Reform and the bureaucratic State apparatus. Article 12 (1) the Governor appoints the head of the LOCAL GOVERNMENT Board of Directors and the OPD as the Organizer. (2) the organisers have a duty: a. coordinate the smooth organization of the public service in an environment of OPD and the directors of LOCAL standards of service; b. evaluate the Organization of public services; and c. report on the Organization of the public service in an environment of OPD and the corresponding LOCAL to the Constructor. http://www.bphn.go.id/


10 the second part the Organization of organizers of sections 13 (1) the Organization convene public service Providers in accordance with the basic tasks and functions of OPD and LOCAL GOVERNMENT. (2) the Organization of the public service referred to in subsection (1), at least include the following: a. the exercise of Ministry; b. management of public complaints; c. management of information; d. internal oversight; e. outreach to communities; and f. the service of consultation. (3) the organiser is responsible for the violation and incompetence, failures of the Organization of the public service. The third part of accountability clause 14 (1) any mandatory decision accountable Organizers issued to the Trustees in accordance with the legislation. (2) the organiser is obliged to conduct surveillance and control of the Ministry based on those powers. The fourth part of the evaluation of the conduct of the public service of article 15 (1) organizers of mandatory carrying out evaluation of Implementing performance in an environment of OPD and the concerned LOCAL GOVERNMENT periodically and sustainable. (2) based on the results of the evaluation as referred to in paragraph (1), the organizer of the obligatory Implementing capacity building efforts and/or completeness of facilities and infrastructure. (3) evaluation of performance of Executor as referred to in subsection (1) is done with a clear and measurable indicators, with attention to the improvement of procedures and/or refinement of the Organization in accordance with the principles of public service based on the provisions of the legislation. Article 16 (1) Organizer is obliged periodically hold performance evaluation organization of the public service. (2) Performance referred to subsection (1) is measured as a whole of aspects: http://www.bphn.go.id/11 a. inputs, is an indicator of the success of the efficiency of the resources to produce outputs and results; b. process, is an indicator of the clarity of procedures, the simplification of procedures, speed, accuracy and costs; and c. the exodus, is an indicator of the level of satisfaction of service and improved service. Article 17 (1) organizers of the obligatory selection against the Executor in a transparent, non-discriminatory and equitable manner, in accordance with the legislation. (2) the Organizer is obligated to give the prize to Implementers have work achievement. (3) the organisers mandatory sanction Implementers who did the violation of internal organization of the public service. (4) further Provisions regarding the mechanism of selection, giving awards and penalties as referred to in paragraph (1), (2) and (3), established by regulation of the Governor based on the provisions of laws-invitation. Antarpenyelenggara Relationship part five Article 18 (1) in order to improve the efficiency and effectiveness of service relating to the operational technical services and/or supporting service, can be made of cooperation antarpenyelenggara. (2) in case the organizer that has a scope of authority and duties of the public service cannot do on its own because of limited resources and/or in an emergency, the organizer may request the assistance of other Organizers. (3) the grant of aid as referred to in paragraph (2) may be made in the event that: a. the existence of legal reasons that public services cannot be carried out alone by the Organizers ask for help; b. the lack of resources and facilities owned by the organizers, which resulted in the public service cannot be carried out alone by the organizers; c. the organisers did not have the knowledge and ability to carry it out himself; d. in order to perform a public service activity, the organizers need a certificate or a document required of other Providers; 12 e. http://www.bphn.go.id/and in the matter of the public service can only be implemented with the cost, equipment and facilities that are not able to be borne by the organizers. (4) in the event of an emergency, another organizer of the request referred to in subsection (2) is required by the Organizer giver assistance, in accordance with the duties and functions of the organization concerned the Organizers based on the provisions of legislation. The sixth part of Co-operation with the other organizers of article 19 (1) the organizers can do cooperation in the form of a partial surrender of the stewardship public service to another party, provided that: a. the cooperation of the Organization of the public service agreement forms poured in upon the provisions of the regulations and standards of service; b. the organiser shall be obliged to inform the agreement to the community; c. the responsibility of implementation of specific areas of cooperation are on the partner cooperation, whereas the responsibility of organizing the public service as a whole is at the organisers; d. information about the identity of partner cooperation and Organizers as the responsible public services must be attached by the organizers in place clear and easily known to the public; and e. the organizers and partners of cooperation obligatory list the address of the place of the complaint and the means to accommodate complaints that are easily accessible, inter alia by telephone, short message service (short message services), page (website), e-mail (e-mail), and the complaint box. (2) the cooperation Partners as referred to in paragraph (1) legal Indonesia-body is obliged in accordance with the legislation. (3) the selection of partner cooperation as referred to in paragraph (2) was carried out with the mechanism in accordance with the legislation. (4) cooperation as referred to in paragraph (1) and paragraph (2) should not burden the public. http://www.bphn.go.id/13 CHAPTER IV rights, obligations and RESTRICTIONS section of the Union the rights and obligations of the Organizer the Organizer have the right article 20: a. provide service without other parties is impeded not authorized; b. cooperation; c. managing the budget financing of the Organization of the public service; d. do the defense against complaints, claims and lawsuits that do not correspond to the reality in the public service; and e. the Ministry rejected the request is contrary to the provisions of the legislation. Article 9 the organizers shall be obliged to: a. develop and set standards of service; b. compose, assign, and publish the Information Ministry; c. provide a guarantee of legal certainty over the product of service; d. place the competent Executor; e. provide the means, tools, and/or public service facilities that support the creation of a healthy climate services; f. provide a quality service in accordance with the principles of organization of the public service; g. assists the public in understanding their responsibilities and rights; h. actively participate and abide by the laws and regulations related to the Organization of the public service; i. accountability against organized; j. accountable services that have been performed, in which case the corresponding resigned or relinquished; k. fulfilling the call or represent the OPD and OWNED COMPANIES to present or executing commands based on the provisions of the legislation, at the request of Patrons; b. provide information associated with the service; and m. respond to and manage public complaints through the mechanism in accordance with the legislation. 14 http://www.bphn.go.id/part two obligations and Implementing the ban on Implementing section 22 shall be obliged to: a. perform the services in accordance with the assignment given by the Organizer; b. is responsible for the implementation of the service in accordance with the regulations; c. meet the call or represent the OPD and OWNED COMPANIES to present or executing commands based on the provisions of the legislation, at the request of the organizers; d. account for services that have been performed, in which case the corresponding resigned or relinquished; e. perform the evaluation as well as the drawing up of financial statements and performance to the organizers at regular intervals; f. provide information associated with the service; and g. to respond to and manage public complaints through the mechanism in accordance with the legislation. Article 23 Implementing prohibited: a. doubles as the Commissioner or Superintendent for business Commissioning organisations that come from LOCAL GOVERNMENT and the environment of OPD; b. leave the duties and obligations, unless it has a clear, rational reasons, and in accordance with the valid legislation; c. Add Executing without the approval of the Organizer; d. make a cooperation agreement with other parties without the consent of the Organizer; e. violate the principles of organization of the public service; and f. receive remuneration in any form from the community related directly or not by organizing the service. The third part of the rights and obligations of the community Article 24 the Community reserves the right to: a. gets a quality service in accordance with the principle and purpose of the service; b. know the truth stewardship standard substance; c. supervise the execution of the service standard; d. obtain a guarantee of legal certainty over the product of service; e. obtain a response to the complaint filed; f. get advocacy, protection, and/or fulfillment services; http://www.bphn.go.id/


15 g. suggested to the leadership of the organisers and/or executor for repair service if the service provided does not correspond to the standard service; h. suggested to Implementers to repair service if the service provided does not correspond to the standard service; i. sue the organizer and/or Implementing service standard deviation that is doing and/or did not improve service to builders of the organisers and the Ombudsman; j. received the information associated with the service; and k. sue the organizers and Executors of the perceived harm, through a mechanism in accordance with the legislation. Article 25 of the Community shall be obliged to: a. abide by and fulfill the conditions as required in standard service; b. maintain the means, tools, and/or public service facilities; and c. participate actively and comply with the regulations related to the Organization of the public service. Chapter V ORGANIZATION of the PUBLIC SERVICE is considered Part of the pattern of Services Article 26 (1) Pattern of organizing the public service includes the following: a. functional, i.e., a pattern of public services provided by the Organizer in accordance with the tasks, functions and those powers; b. centralized pattern, i.e. the public service given singly by the Organizer based on pelimpahan authority in accordance with the regulations; c. integrated, consisting of: 1. an integrated one-stop integrated service pattern, i.e., one roof is held in one place that includes various types of service that do not have the processes and linkages are serviced through several doors; and 2. integrated one door integrated service pattern, i.e., one door is held in one place which includes many types of services that have linkages and process served through one door. http://www.bphn.go.id/16 d. Task forces, namely the public service officer individually or in the form of a task force that is placed at the location of the service and the giver of the Agency granting a specific service. (2) the provisions on the application of a pattern of conduct of the public service referred to in subsection (1) are set by regulation of the Governor. The second part of Paragraph 1 the General Service standard of article 27 (1) the Organizer is obligated to develop and set standards of public service, in accordance with the laws-invitation. (2) in the preparation and determination of standards of public services as referred to in paragraph (1), the Organizer is obligated to include the community with a non discriminatory principles. (3) including this sort of society referred to in subsection (2) is conducted with the principles of non discrimination, directly related to the type of service, having competence and give priority to the deliberations, as well as paying attention to diversity. (4) the organiser shall be obliged to apply the standard of public services as referred to in paragraph (1). (5) the provisions on the public service standard established by regulation of the Governor. Article 28 the least service standard Components include: a. legal basis; b. requirements; c. the systems, mechanisms and procedures; d. period of completion; e. costs/rates; f. product stewardship; g. the means, tools, and/or facilities; h. Implementing competence; i. internal oversight; j. handling complaints, suggestions and input; k. number of Executor; b. warranty service that provides assurance that the Ministry is exercised in accordance with the standard of service; http://www.bphn.go.id/17 m. guarantees security and safety services in the form of a commitment to provide a sense of security, free from danger, and the risk of doubt; and n. Implementing performance evaluation. Article 29 the public service standard as referred to in article 27 and article 28 must be published, as a guarantee of legal certainty for the recipient of the service. Paragraph 2 of article 30 Organizers Conduct mandatory Organizers have conduct as a code of conduct in providing public services, as follows: a. acting honest, disciplined, professional and proportional; b. Act fair and non-discriminatory; c. caring, conscientious and meticulous; d. be friendly and welcoming; e. be assertive and do not provide services that are not straightforward; f. acted independently and are prohibited from receiving remuneration in any form; and g. other behaviors that support the implementation of the 56th public service is fast, precise and accurate. The third part of improving the quality of public services Paragraph 1 General article 31 (1) a mandatory increase of Public Service Providers in accordance with the basic tasks and functions. (2) for the improvement of public services, the organizers as referred to in paragraph (1), should pay attention to: a. the commitment of the Organizers and implementers; b. change of mindset towards the functions of the Ministry; c. participation of users of the service; d. trust; e. consciousness organiser and Executor; f. openness; g. availability of the budget; h. the growing sense of belonging; i. community satisfaction survey; j. honesty; http://www.bphn.go.id/18 k, realistic and fast; b. feedback and community relations; m. courage and habit of accepting complaints/complaints; and n. success in using the method. Paragraph 2 of article 32 quality control Cluster (1) to produce the quality of service in the Public Service Providers are required the application of quality control in the process of organizing the public service. (2) the application of quality control of public service referred to in subsection (1), the organizers can form a cluster of quality control. (3) quality control Cluster consists of Implementing a competency based on units of the Organizer. (4) further Provisions regarding Cluster quality control defined by regulation of the Governor. The fourth part of community Satisfaction Index of article 33 (1) to achieve the quality of public services, the required assessment upon the opinion of the community through the preparation of community satisfaction index (2) the basis of measurement of the satisfaction index of the community as referred to in paragraph (1), include: a. the procedures of service; b. the terms of service; c. the clarity services officer; d. discipline officer of the Ministry; e. responsibility of officers of the Ministry; f. the ability of officers of the Ministry; g. speed of service; h. Justice get Ministry; i. the politeness and hospitality of the officer; j. the reasonableness of the cost of the service; k. the certainty service charge; b. the certainty of outline Ministry; m. environmental comfort; and n. Security Service. (3) further Provisions regarding the preparation of the index measures the satisfaction of the community as referred to in paragraph (2) are defined by regulation of the Governor. the fifth Section 19 http://www.bphn.go.id/Information Service of Article 34 (1) the Organizer is obligated to draw up and establish a Ministry of Information statement capable Organizer in performing services in accordance with the standards referred to in article 27 and article 28. (2) service of a notice referred to in subsection (1) is required to be published. The sixth public service information system of article 35 (1) in order to provide support information against the Organization of the public service, held an easily accessible information system community. (2) any information should be obtained of the community with a quick, precise, easy and simple. (3) the information system referred to in paragraph (1) contains information the public service, which consists of electronic information systems and non-electronics, at least include the following: a. profile of the organizers; b. Managing profile; c. service standard; d. the Information Ministry; e. management of complaints; and f. the assessment of performance. The seventh part of the management of the means, Tools, and/or public service Facilities of article 36 (1) the organiser and Executor is obliged to manage and maintain a means, infrastructure facilities, and/or the public service effectively, efficient, transparent, and accountable. (2) Implementing a mandatory report to the organizers about the condition and needs of the means, tools, and/or public service facilities, appropriate standards of service. The eighth section of the Ministry of special access to article 37 (1) Organizers sought mandatory infrastructure and facilities that cater for vulnerable groups, including the disabled, elderly, pregnant women and toddlers as well as disaster victims. http://www.bphn.go.id/


(2) the provision of infrastructure and facilities referred to in subsection (1) is obligated to guarantee the accessibility of the service user is done gradually, in accordance with the legislation. Part the ninth Article 38 special service Conducting certain types of public service it is possible to provide special service to the provisions organizing the balance with the costs incurred, in accordance with the legislation. The tenth section of the Bureau of Services Article 39 (1) management of the public service is basically done by society, however with certain considerations and as a form of public participation, can be carried out by the Bureau's services. (2) the Bureau of Services referred to in subsection (1) must have a business license of the authorized agencies, provided in convening his Ministry must coordinate with the organizers, with regard to the terms of service, rates and time of service. The eleventh section of the cost/price of the public service of article 40 (1) of the public service Costs is the responsibility of the regional and/or the community, in accordance with the laws-invitation. (2) the determination of the cost of public services as referred to in paragraph (1) established with the approval of PARLIAMENT, according to the provisions of the legislation. Article 41 the Organizer is entitled to the allocation of the budget in accordance with the level of service needs. The twelfth part of the handling of Complaints Article 42 (1) local government is obliged to draw up a complaints handling mechanism and provides a means of complaints, in accordance with the legislation. http://www.bphn.go.id/21 (2) the system of handling complaints referred to in subsection (1) must meet: a. institutional aspects; b. procedural aspects; c. integrative in nature; and d. are comprehensive. (3) the principle of handling the complaint referred to in subsection (1) include the following: a. objectivity; b. coordination; c. effectiveness and efficiency; d. accountability; and e. the transparent. (4) provisions must be set in the procedure and a complaints handling mechanism as referred to in subsection (1) at least include the following: a. the determination of the competent authority to perform the management of complaints; b. determination of the procedures for transfer of complaints from the recipient of the complaint to the authorized technical officials; c. determination of the procedures for the granting of the information to the complaint about the obstacles that arise in the process of solving problems; d. determination of the procedures for the granting of information from field officers to administration officials about the unfinished already or problem and penginformasian existing barriers; and e. penginformasian to the complaint, in which case the problems complained of has been completed successfully. (5) the complaint referred to in subsection (1) is carried out at the latest 30 (thirty) days from the party that filed the complaint receiving service. (6) the procedure and a complaints handling mechanism as referred to in paragraph (1) and paragraph (4) was set by regulation of the Governor. Article 43 (1) Organizer is obliged to handle and follow up complaints that originate from the recipient of service within a certain limit. (2) the organiser is obliged to handle and follow up complaints that originate from the recipient of the service in a given time limit. (3) the process of handling complaints is conducted by the organizers via: http://www.bphn.go.id/22 a. confirmation and clarification; b. research and examination; and c. reporting the results of research and examination. (4) the process of handling complaints referred to in subsection (3) is carried out in accordance with laws-invitation. Article 44 (1) the community can sue the organizers or Executor through the State judiciary, in terms of public services provided result in losses in the areas of the country. (2) in the event the organizers do a tort in the Organization of the public service, the public can file a lawsuit to the Court, in accordance with the legislation. (3) in the event the organizers allegedly committing criminal acts in the public service, the public can report Providers to the authorities, in accordance with the legislation. CHAPTER VI INFORMATION TECHNOLOGY UTILIZATION of article 45 (1) to increase the effectiveness and efficiency of public services, the organizer can make use of information technology. (2) the utilization of information technology as mentioned in subsection (1) becomes a tool in implementing the transparency and accountability of public service, to bring about good governance within the framework of electronic government or the electronic government (e-government). (3) the organizers provide ease of access to the community against the utilization of information technology in accordance with the legislation. (4) further Provisions on the utilization of information technology as mentioned in subsection (2), established by regulation of the Governor. CHAPTER VII the ROLE SOCIETY Article 46 (1) the role of the community in implementing public service started drafting the standard service up to the evaluation and granting of awards. (2) the role of the community as referred to in subsection (1) is manifested in the form of cooperation, the fulfillment of the rights and obligations of the community, as well as its active role in policy formulation of public service. http://www.bphn.go.id/23 (3) the society may form supervisory institution of the public service. (4) the procedures for including this sort of society in public service, governed by regulation of the Governor. CHAPTER VIII of the PLAN of ACTION of the REGIONAL ERADICATION of corruption (RAD-PK) is considered part of the Assignment and the scope of article 47 (1) in order to improve public services, the local Government set a plan of action of the regional eradication of corruption (RAD-PK) that synergize with the national policy and National Plan of action or the eradication of corruption. (2) the scope of the RAD-PK referred to in subsection (1) at least include the following: a. public service improvement efforts; b. harmonization of legislation in order to support the program for the eradication of corruption, Collusion and Nepotism; and c. the rescue efforts of goods belonging to the area. The second part of the implementation of article 48 (1) RAD-PK has to be supported and implemented by all OPD and the LOCAL GOVERNMENT in accordance with basic tasks and functions by applying the principles of coordination, integration, synchronization and simplikasi vertically, horizontally and diagonally in the respective environment as well as between units of organization units. (2) Pelaksanan RAD-PK as referred to in paragraph (1) mengikusertakan support of the community and other stakeholders in organizing efforts are accelerating the eradication of corruption, Collusion and Nepotism as well as an increase in the public service. http://www.bphn.go.id/24 CHAPTER IX CONFIDENTIALITY of DOCUMENTS Article 49 (1) organizers of mandatory guarantees the availability of authentic and reliable document appropriate principles, rules and standards of archival as needed in public services, accessible to the public. (2) the document referred to in subsection (1) may be accessed for the benefit of the utilization, for administrative and public services, having regard to the principles of integrity, safety and security archives. (3) Documents the Organization of public services can be declared closed when the meet the requirements set forth in the provisions of the legislation. (4) the organiser and Executor who open and/or does not maintain the confidentiality of the documents public services which should be kept confidential to the party that is not authorized, sanctioned in accordance with laws-invitation. (5) the provisions on the confidentiality of the documents referred to in subsection (3) and (4) set by regulation of the Governor. CHAPTER X the SUPERVISION of article 50 (1) the supervision of the Organization of the public service is carried out by internal and external supervisory watchdogs. (2) supervision of the internal organization of the public service is carried out through: a. supervision by the organizers; and b. the supervision by supervisory institutions functional. (3) the external supervision of the Organization of the public service is carried out through: a. supervision by the community; b. oversight by PARLIAMENT; and c. the scrutiny by the Ombudsman. http://www.bphn.go.id/25 CHAPTER XI is considered part of the SANCTIONS Violations of article 51 (1) acts of perversion or abandonment against authority, the procedure and the substance of the Organization of the public service, a violation can be penalized in accordance with the legislation. (2) the offence referred to in subsection (1) is against the administration. The second section of the administrative Sanctions of article 52 (1) violation of the provisions of article 14, article 15, article 16, article 17, article 18 paragraph (4), article 19 paragraph (1), article 21, article 22, article 23, article 27, article 30, article 31, article 34, article 36, article 37, article 42 and article 43, the Administration penalized. (2) the types of administrative sanctions referred to in paragraph (1) be: a. an oral warning; b. written warning; c. postponement of promotion; d. the demotion; e. Office of the mutation; f. exemption of duties and the post within a specified time; g. dismissal with respect not by own request; and/or h. dismissal not with respect; (3) the mechanism of callings, examination and the overthrow of the administration of the sanctions referred to in paragraph (2) is conducted in accordance with the legislation. CHAPTER XII TRANSITIONAL PROVISIONS Article 53 at the latest 1 (one) years counted since the enactment of the regulations in this Area, the entire holding of mandatory public services tailored to local regulations. http://www.bphn.go.id/


26 CHAPTER XIII CLOSING PROVISIONS Article 54 Regulation Guidelines this area should be established within at the latest 1 (one) years counted since the enactment of the regulations in this Area. Article 55 things haven't quite set in the regulation of this area is all about the technical implementation, further regulated by regulation of the Governor. Article 56 of the regulation of this area comes into force on the date of promulgation. So that everyone can know it, ordered the enactment of regulations in this Area with its placement in the piece area of West Java province. Set in Bandung on August 23, 2010 WEST JAVA GOVERNOR AHMAD HERYAWAN, Enacted in Bandung on August 23, 2010 SECRETARY of West Java, LEX ADMIRAL SHEET REGION of WEST JAVA in 2010 number 6 E series http://www.bphn.go.id/27. http://www.bphn.go.id/

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