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Regulation Of The Minister Of State For Administrative Reform And Reform Of The Bureaucracy Of Number 24 By 2014

Original Language Title: Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 24 Tahun 2014

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REPUBLIC OF INDONESIA NEWS

No. 1170, 2014 NIECE RB. Public Service. Complaint. Management. Guidelines.

MINISTER REGULATION

ATONEMENT FOR THE STATE APPARATUS

AND THE REPUBLICAN BUREAUCRACY REFORM OF INDONESIA

NUMBER 24 YEAR 2014

ABOUT

THE GUIDELINES FOR THE MANAGEMENT OF THE COMPLAINT

PUBLIC SERVICE NASAS

WITH THE GRACE OF GOD ALMIGHTY

MINISTER OF THE MINISTER OF STATE APARATUR AND

REFORMS OF THE REPUBLIC OF INDONESIA BUREAUCRACY,

DRAWS: THE that to implement the provisions of Article 18 paragraph (3) of Presidential Regulation No. 76 of 2013 on the Complaint Management Of Public Services, it needs to establish the Regulation of the State of Personnel and the Bureaucratic Reforms of the Guidelines. Nationwide Public Service Management:

Given: 1. Law No. 25 of the Year 2009 on Public Service. (sheet State of the Republic of Indonesia Year 2009 Number 112, Additional Gazette of the Republic of Indonesia No. 5038);

2. Rules of the President of the Republic of Indonesia No. 76 Years

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2013 on the Complaint Management Of Public Service Complaints. (State of the Republic of Indonesia 2013 No. 191);

DECIDED:

Establishing: REGULATION OF THE MINISTER OF STATE AFFAIRS AND BUREAUCRATIC REFORM OF THE GUIDELINES FOR MANAGING PUBLIC SERVICE COMPLAINTS. NASMAN.

Article 1

In order to improve the quality of public service nationwide each organizer is mandatory:

a. providing institutional support;

b. managing the means of complaint;

c. Create a complaint mechanism;

d. Create a method of managing management; and

e. Assign a competent executor in accordance with the guidelines for the nationwide public service complaint guidelines.

Section 2

Terms on the guidelines for the management of the complaint The public service as referred to in Section 1 is set forth in the Attachment that is an integral part of this Minister's Regulation.

Section 3

The provisions of the Technical Guide are the management of a service complaint the public is nationwide set further by the public service embamine in environment each in accordance with the needs.

Article 4

The Minister ' s Regulation shall begin in effect on the date of the promulctest.

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For Everyone to know, ordered the Minister of the Ordinance with its placement in the News of the Republic of Indonesia.

Set in Jakarta

on 24 July 2014

MINISTER OF ATONEMENT

STATE AND BUREAUCRATIC REFORM

REPUBLIC OF INDONESIA,

AZWAR ABUBAKAR

promultored in Jakarta

on 20 August 2014

MINISTER OF LAW AND HUMAN RIGHTS AZASI

REPUBLIC OF INDONESIA,

AMIR SYAMSUDIN

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ATTACHMENT OF THE MINISTER OF MINISTERS OF STATE APPARATUS AND BUREAUCRATIC REFORM NUMBER 24 OF 2014 ON THE GUIDELINES FOR NATIONAL PUBLIC SERVICE COMPLAINT MANAGEMENT GUIDELINES

BAB I

INTRODUCTION

A. BACKGROUND

Before publication of Law No. 25 of 2009 on Public Service, many government agencies are less partisally in the management of public complaints. In order to address it was published by the Minister of Personnel Ordinance No. 5 of 2009 on the General Guidelines of Public Treatment for Government Instancy, and the Ordinance of the Minister of Personnel of Aparatur State Number 13 Year of the Year 2009 on the Guidelines for Public Service Quality Improvement with Community Participation.

After the Law No. 25 Year 2009 on Public Service was passed and enacted, public service organizers were mandated to continue improving quality in order to guarantee simplicity, ease, range, and provides benefits for the community.

To ensure continuous and continuous improvement of public service quality is required management of complaint management. There are two (two) viewable aspects of this complaint, namely: first, the organizers 'interest aspect (service providers) and second, aspects of the service recipient's interest (customers).

From the aspect of the organizers' interests, Complaint management is a means of improving the quality of public service organizers. Conversely, from the aspect of the recipient of service and society is the means of conveying a complaint to better service.

As a follow-up Act No. 25 of 2009 on Public Service and in Order to improve the quality of public service through the management of public complaints, the Government has published the Presidential Regulation No. 76 of 2013 on the Complaint Management of Public Service that needs to be actionable by the Regulation. Minister of Personnel Minister of Personnel and the Bureaucratic Reforms of the Republic of India coordination, coaching and managing oversight

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nationally public service complaint.

B. UNDERSTANDING

In this guideline referred to:

1. Public service is the event or suite of activities in order to fulfill the basic rights of the service in accordance with the laws for each citizen and resident of the goods, services and/or administrative services held by the United States. by the Public Service Organizer.

2. The Minister is the minister in charge of the country's apparatus of the apparatus.

3. The Ministry is the ministry that has the task of organizing affairs in the field of Personnel Personnel within the government to assist the President in organizing the government of the State.

4. The next public service layer is called Pembina, the head of the state agency, the head of the ministry, the head of the non-ministerial government agency, the head of the state or the type of the agency, the chief of the other institutions, and the governor on the provincial level, bupati at the county level as well as the mayor at the mayor level.

5. The organizers of the next public service are called the Organizers of any country, corporation, independent agency that is created under the law of public service, and other legal entities that are created. solely for public service activities.

6. Complaint management is the handling of the complaint according to the mechanism and management of the complaint management.

7. A complaint manager is an official, employee or person assigned by the Organizer to manage the complaint and public service dispute.

8. A complainants are all citizens and residents of either individual persons, groups or legal entities that convey the complaint to the public service manager's complaint.

9. Special needs are individuals with physical limitations (disable citizen), among others: blind, deaf and non-deaf.

10. A complaint is the delivery of a complaint that is delivered to the public service manager of the executor of the service that does not comply with the Service Standards, or

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waiver of liability and/or violation of the ban by the Organizer.

11. Service standards are benchmarks used as service organizer guidelines and reference quality assessment of service quality as a duty and appointment of an organizer to a community in the framework of a qualified, fast, easy service, affordable, and measurable.

12. A Pengaduan means is a place or room and any of its agility is provided specifically to receive a complaint from a complainants or recipient of a service.

13. The next National Public Service Management System (SP4N) is a system integrated in the management of each Organizer within the framework of the public service information system.

14. The Public Service Information System (SIPP) is a suite of activities that includes the storage and management of information as well as the mechanism of delivery of information from the Organizer to the public and vice versa in the form of oral, Latin writing, writing. in braille, image language, and/or local language, as well as being presented manually or electronically.

C. Intent

The national public service complaint management guidelines mean for:

1. Provide a guide to the Organizer in the management of public service complaints delivered by all citizens, residents, individuals including those with special needs, groups and legal entities; and

2. Build a public service complaint management system integrated with SP4N.

D. Objectives

The nationally public service complaint management guidelines aim to:

1. The organizer can manage the complaint of the public as a service user is simple, fast, precise, tuntated, and well coordinated;

2. The organizer provides access to community participation in delivering the complaint; and

3. Improving the quality of public services.

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E. SCOPE

The scope of this guideline includes:

1. Institutional and a means of public service adcoding;

2. Public service complaint management mechanism;

3. Monitoring, evaluation and reporting of public services;

4. Accountability, transparency, and participation in the management of public service complaints;

5. Coaching and supervision of public services;

6. Integrations of the national public service management system.

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BAB II

INSTITUTIONAL AND MEANS OF MANAGEMENT OF PUBLIC SERVICE COMPLAINTS OF NATIONAL SERVICES

A. ORGANIZATIONAL STRUCTURE

1.Structure of national service complaint management organizations may be conducted through organizing patterns as follows:

a. Attached to an existing organizational function and/or

b. Structured in a particular organization is tailored to the needs and workload.

2. Coordinating Management of the National Public Service Management.

a. The Ministry has a duty to coordinate the management of public service complaints nationally.

b. In carrying out its duties, the Ministry of the Ministry of Commerce:

1) conducted a periodic evaluation of the development of national public service complaint management;

2) coordinated with the Ombudsman. The Republic of Indonesia for the evaluation of the follow-up public service complaint;

3) conducts network development and integrates the management of national public service complaints;

4) provides a system of information that Facilitate the evaluation of the development of public service complaints. nationally; and

5) reported the development of public service complaints nationally.

3. Execution at the Host level:

a. A tamper or authorized officer is required to assign an officer/employee or an organization unit to perform a public service complaint management task.

b. The Pengaduan maintainer has a function:

1) accepts both written and unwritten complaint of the occurrence of a breach of the Service Standard or the waiver of duty and/or violation of the prohibition by the alignment;

2) provides a response as a follow-up to the complaint; and

3) suggested the follow up to the Organizing leadership as appropriate

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provisions.

c. Pembina is required to provide a public service complaint officer.

4.PembiEnries:

a. It is required to provide a budget for the financing of managing the management of public services.

b. Such financing is budgeted on every year of the budget.

5.Resource Human Resources (SDM) Public Service Complaint Managers.

a. Pembina provides the SDM of the public service complaint.

b. Pembina sets out the standard SDM competency of public service complaints.

c. Pembina increased the capacity of the public service complaint management system.

B. Public Service Complaint Management Tool:

1. Pembina is required to provide a means of management of public service complaints.

2. The management of public service complaints is provided to pay attention to special needs groups.

3. Public service management tools can be:

a. Place/Ruangan;

b. Complaint Box;

c. The complaint form and the stationery; and

d. Communications Information Technology (TIK).

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BAB III

MECHANISM MANAGEMENT MECHANISM OF PUBLIC SERVICE NATIONALLY

A. ACCEPTANCE OF COMPLAINT

1. General:

a. The organizers are obliged to accept the complaint according to the policy "no wrong door policy", which is to accept any complaint from any and any type and guarantee that the complaint will be channeled to the authorities of the public service. handle;

b. The acceptance of the complaint includes:

1) The complaint directly to the Organizer, i.e., orally delivered complaint;

2) The complaint indirectly to the Organizer, i.e. through:

a) the complaint box,

b) letters,

c) information technology, such as: telephone, facsimile, website, electronic mail (e-mail), broadcast media, short message services (SMS/Short Message Service), or social networking and the like.

2. The Direct Complaint Acceptance Procedure to the Organizer, includes:

a. The maintainer received the complainants at the Host;

b. The identity of the complainer is guaranteed to be kept secret;

c. The maintainer is required to listen to the complainants, record the substance of the complaint, and provide a response/response directly;

d. The manager examines the substance of the imitation of the authority aspect. If the substance of the complaint is outside the organizer's authority, then the complaint file is required to be passed on to other authorities, and should be informed to the complain;

e. The maintainer must record any complaint containing the security-lack of identity of the complainants consisting of the name and the full address, the complaint number, the complaint description of the service, and the venue, delivery time, and the signature.

f. If a particular condition of the complainants cannot write and/or read, then the manager is required to assist the complainants to fill out the complaint form.

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3. The Complaint Acceptance Procedure is not Direct to the Organizer, as follows:

a. The manager examines the substance of the imitation of the authority aspect. If the substance of the complaint outside of the Organizing authority is required, then the complaint is required to another of the authorities in charge, and this must be informed by the maintainer of the complain;

b. If the complaint does not mention an identity or is anonymous and no contact number can be contacted, then the complaint can be ignored;

d. The complaint manager provides an initial response or response to the 3-day slow-work complainants since the complaint was received;

e. The complaint manager provides a complaint number to the complainants to be referenced in the complaint resolution;

f. The organizers are required to provide a means for the complainants to be able to monitor the completion status of the complaint.

B. THE COMPLETION OF THE PUBLIC SERVICE COMPLAINT.

1. The organizer is responsible for the completion of the complaint.

2. Completion or solution taken must meet specific, measurable, achievable, and realistic criteria.

3. The solution may be the completion of a complaint and/or a service improvement plan.

4. The solution was a part of the maintenance work performance of the organizers.

5. The manager of the complaint is required to keep the information private, and according to his authority is the secret of the state/office in accordance with the laws.

6. The complaint manager provides access to the public to see the status of the completion of the complaint.

7. Delivery of the complaint settlement to the complainants of 60 calendar days since the completion of the complaint.

C. Complaint & Archival.

1. The complaint document and reporting are stored securely and successfully using a digital facility, making it easier for rediscovery if needed.

2. Archiving is done in electronic data form (softcopy). If the hardcopy data is required to be converted into a softcopy data and be stored in a database.

3. The complaint manager is required to publish the number, and the status of resolving the complaint to the community.

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BAB IV

MONITORING, EVALUATION, AND REPORTING OF PUBLIC SERVICE COMPLAINT MANAGEMENT

A. MONITORING OF PUBLIC SERVICE COMPLAINTS

1. Monitoring is conducted continuously and unannounced by Pembina to see the development of complaint management among others the amount of complaint received, the cause of the problem, as well as the completion of the complaint.

2. Monitoring results are used as materials for the improvement of public services.

B. EVALUATION OF PUBLIC SERVICE COMPLAINT MANAGEMENT

1. The evaluation of the management of public service complaints is at the level of the organizer by Pembina and at the national level by the Minister.

2. Evaluations are performed regularly at least 6 months in a year.

3. Evaluation results are used as materials for the improvement of public services.

C. PUBLIC SERVICE COMPLAINT MANAGEMENT REPORTING

1. Evaluation of the evaluation results is integrated with the SP4N.

2. The reporting of national evaluation results was reported by the Minister to the President and announced to the public once a year.

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BAB V

ACCOUNTABILITY, TRANSPARENCY AND PUBLIC PARTICIPATION IN THE MANAGEMENT OF PUBLIC SERVICE COMPLAINTS

In the framework of accountability, transparency, and community participation:

1. Organizers of the public service complaint are required to carry out accountability principles, transparency and participation.

2. The organizers of the public service complaint are required to host the complaint according to the provisions.

3. The organizers are required to convey information about the status of the complaint settlement to the public in either a solution or an improvement plan.

4. The organizers are required to provide access to the community to address the complaint and obtain the complaint settlement information.

5. The organizers are obliged to give the public an opportunity to engage in the process of drafting the policy, staging, monitoring and evaluation of the management of the complaint.

6. Community participation can be done through among other stakeholder forums, communication channels between the government and residents as well as other means.

7. The organizers facilitated the formation of a group of tapestry groups specifically formed to oversee the completion of the complaint.

8. The organizers are obliged to increase the capacity of the public to understand the right and dare to do public service complaints.

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BAB VI

COACHING AND SUPERVISION OF COMPLAINT MANAGEMENT

NATIONAL PUBLIC SERVICE

A. COACHING

1. The coaching holding of the management of public service complaints is conducted, at the national level by the Minister and at the organizers level by Pembina.

2. The results of the coaching on the national level are delivered by the Minister to the President.

3. The results of the coaching at the organizer level were delivered by Pembina to the Minister through the SP4N.

B. SUPERVISION

1. Supervision is carried out by the Minister at the national level and Pembina at the organizing level of public service complaint management.

2. The results of the supervision were delivered by the Minister at the national level to the President and announced to the public.

3. Pembina conveyed the results of the supervision to the Minister and announced to the community periodically through the SP4N.

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BAB VII

INTEGRATION OF THE NATIONAL PUBLIC SERVICE COMPLAINT MANAGEMENT SYSTEM

THE INTEGRATION OF THE NATIONAL PUBLIC SERVICE COMPLAINT MANAGEMENT SYSTEM (SP4N) aims to build a unified The integration of public service management management, so management of the complaint can be effective, efficient, and ease its use.

In order of integrations, the Ministry builds and develops. SP4N landscaped asas easy, cheap, fast, affordable, transparent, and Accountable. The establishment of SP4N by the Ministry is coordinated with the Ombudsman of the Republic of Indonesia, the Ministry of the Interior, other Ministry/Institutions, and the Local Government.

The system is a service management information management system web-based public that can be accessed easily by the organizers and the community according to its needs and needs. Thus, the organizers did not need to create their own system.

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BAB VIII

CLOSING

In order to implement this guideline:

1. The organizers to immediately implement these guidelines in accordance with the conditions in each of the Organizers.

2. The national hosting of public service management, as referred to in the guidelines, is held at the slow six (six) months since the promulgition.

3. Pembina is obligated to guarantee the establishment of a nationwide public service complaint which includes organizations, human resources and adequate budgets.

MINISTER OF MINISTER OF APPARATUS

STATE AND BUREAUCRATIC REFORM

REPUBLIC OF INDONESIA,

AZWAR ABUBAKAR

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