Portrait of Public Service Issues and Recognition Rate of Ombudsman Representative Office in Big Data Perspective


  • Andi Setyo Pambudi Directorate for Monitoring, Evaluating and Controlling Regional Development, Ministry of National Development Planning/ National Development Planning Agency (Bappenas), the Republic of Indonesia, Jakarta, Indonesia
  • Istiqlal Abadiyah Sukma Putri Directorate for Monitoring, Evaluating and Controlling Regional Development, Ministry of National Development Planning/ National Development Planning Agency (Bappenas), the Republic of Indonesia, Jakarta, Indonesia
  • Devy Paramitha Agnelia Directorate for Monitoring, Evaluating and Controlling Regional Development, Ministry of National Development Planning/ National Development Planning Agency (Bappenas), the Republic of Indonesia, Jakarta, Indonesia




big data, media, Ombudsman, public service


Public service providers and their supervisory agencies (Ombudsman RI), both at the centre and the representatives, are required to be able to map and resolve public service issues. However, during the Covid-19 they are limited in scope for conducting investigations. Big data is considered one of the solutions to obtain information on the priority scale of handling public service supervision through strategic issues of public services that get lots of attention from the public and the media. This paper aims to present a portrait of public service issues and the recognition rate of the Ombudsman Representative in the big data perspective as input in development planning related to public service supervision. The analytical method used is big data which utilizes the Intelligence Media Analytics developed by Indonesia Indicator. Analysis of strategic issues of public service in the regions, types of problems, the reported agencies, and the level of popularity of the Ombudsman RI in representatives in the community and the media, are the main discussion in this analysis. The results show that based on the classification of the reported parties, the three agencies that received the highest complaints during the period March 2020 – March 2021 are the Social Affairs Agency, Education Agency, and Health Agency. Problems related to Social Assistance were the most widely reported complaints by the public to the Ombudsman RI during the Covid-19. In addition, the analysis shows that until the latest data in 2021, the level of popularity of the Ombudsman in the regions is still low.


Download data is not yet available.


Achmad, D. (2006). Concept and good corporate governance implementation: In Indonesian Context. Jakarta: Ray Indonesia

Alinea.id. (2021) Ombudsman: Tak Ada Perda Atur Pengelolaan Limbah Medis. Indonesia: 4 February 2021. Available from https://www.alinea.id/nasional/ombudsman-tidak-ada-perda-atur pengelolaan-limbah-medis-b2cxP90HC [Accessed March 20, 2021]

Batalli, M. (2015). Role of Ombudsman Institution Over the Administration. SSRN Electronic Journal, 1 (3): 232-240.

Boyd, D., and Crawford. K. (2012). Critical Questions For Big Data. Information, Communication & Society, 15 (5): 662-679.

Chen, M., Mao, S., & Liu, Y. (2014). Big Data: A Survey. Mobile Networks and Applications, 19 (2): 171-209.

Creutzfeldt, N., and Kirkham, R. (2020). Understanding how and when change occurs in the administrative justice system: the ombudsman/tribunal partnership as a catalyst for reform? Journal of Social Welfare and Family Law, 42 (2): 1-21.

Dewi, D., and Tobing, T. (2021). Optimalisasi Penyelenggaran Pelayanan Publik Dalam Masa Perubahan Melawan COVID-19 Di Indonesia. Journal of Information System, Applied, Management, Accounting And Research, 5 (1): 210-214.

Dewi, D. C., Vidya Y. U., & Yusuf, S. Y. M. (2021). Re-modeling Sistem Pelayanan Publik Sebagai Bentuk Tanggap Kebijakan Dalam Mendukung Tatanan Normal Baru (Studi pada Dinas Kependudukan dan Pencatatan Sipil Kota Mataram). Jurnal Ranah Publik Indonesia Kontemporer (Rapik), 1 (1): 1-12.

Gadlin, H. (2000). The Ombudsman: What's in a Name? Negotiation Journal, 16 (1): 37-48.

Gill, C., Mullen, T., & Vivian, N. (2020). The Managerial Ombudsman. The Modern Law Review, 83 (4): 797-830.

GoI. (2016). Peraturan Ombudsman RI Nomor 22 Tahun 2016 Tentang Penilaian Kepatuhan terhadap Standar Pelayanan Publik. (Indonesian Ombudsman Regulation Number 22 of 2016 Regarding Compliance Assessment of Public Service Standards). Jakarta: Government of Indonesia.

GoI. (2014). Undang-Undang Nomor 23 Tahun 2014 tentang Pemerintahan Daerah (Law Number 23 of 2014 concerning Regional Government). Jakarta: Government of Indonesia

GoI. (2009). Undang-undang Nomor 25 Tahun 2009 tentang Pelayanan Publik (Law Number 25 of 2009 concerning Public Service). Jakarta: Government of Indonesia

GoI. (2008). Undang-undang Nomor 37 Tahun 2008 tentang Ombudsman Republik Indonesia (Law Number 37 of 2008 concerning Indonesian Ombudsman). Jakarta: Government of Indonesia

Hanafi, T. (2019) Penerapan Propartif dalam Pengelolaan Pengaduan Pelayanan Publik, Pengarusutamaan Pelayanan Publik dalam Perencanaan Pembangunan (Paparan Kementerian PPN/Bappenas). Presented in National Seminar Ombudsman RI. Jakarta: 27 November 2019. Available from https://www.ombudsman.go.id/file_service/lihatx/anno/fanno_5dde3bad08d34_1574845357.pdf [Accessed March 24, 2020]

Imbaruddin, A., Saeni, A.A., & Muttaqin (2021). The Role of Ombudsman in Improving Accountability of Government Public Services. Proceedings of the 2nd International Conference on Administration Science 2020 (ICAS 2020). Series: Advances in Social Science, Education and Humanities Research, 564: 195-197.

Izzati, N.F. (2020). Ombudsman Sebagai Lembaga Pengawas Pelayanan Publik Di Indonesia (Ombudsman as a Public Service Supervisory Agency in Indonesia). SASI, 26 (2): 176-187.

Kirkham, R. (2016). The Ombudsman, Tribunals and Administrative Justice Section: a 2020 Vision for the Ombudsman Sector. Journal of Social Welfare and Family Law, 38 (1): 103-114.

Kompas.com. (2021) Lemahnya Verifikasi Data Peserta Vaksinasi COVID-19 di Pasar Tanah Abang. Jakarta: 8 March 2021. Available from https://megapolitan.kompas.com/read/2021/03/08/06150001/lemahnya-verifikasi-data-peserta-vaksinasi-covid-19-di-pasar-tanah-abang- [Accessed March 21, 2021]

Margariti, V., Anagnostopoulos, D., Papastilianou, A., Stamati, T., & Angeli, S. (2020). Assessment of organizational interoperability in e-Government. Presented in the 13th International Conference on Theory and Practice of Electronic Governance. Athens, Greece: 1-3 April 2020. Available from https://www.researchgate.net/publication/344404883_Assessment_of_Organizational_Interoperability_in_e-Government_A_new_model_and_tool_for_assessing_Organizational_Interoperability_maturity_of_a_public_service_in_practice [Accessed March 21, 2021]

Michener, G., Velasco, R. B., Contreras, E., & Rodrigues, K. F. (2019). Googling the requester: Identity?questing and discrimination in public service provision. Governance: 1-19.

Musriza, Purnama, E, & Mahfud. (2021). The Recommendation or the Adjudication Authority of the Ombudsman of the Republic of Indonesia. Kanun Jurnal Ilmu Hukum, 23 (2): 295-308.

Nor, R., Gani, A. J. A., Saleh, C., & Amin, F. (2021). Organizational commitment and professionalism to determine public satisfaction through good governance, public service quality, and public empowerment. International Review on Public and Nonprofit Marketing, 19 (1): 191-217.

Ombudsman RI. (2022). Laporan Tahunan Ombudsman RI Tahun 2021 “Mengawasi Kepatuhan dan Kesigapan Penyelenggara Pelayanan Publik dalam Menghadapi Ketidakpastian”. Jakarta: Ombudsman Republik Indonesia

Ombudsman RI. (2021a). Surat Kepala Biro Perencanaan dan Keuangan Ombudsman RI Nomor 519/PR.07.03/III/2021 tanggal 8 Maret 2021, perihal Penyampaian Data Pencapaian Prioritas Nasional terkait Ombudsman Republik Indonesia. Jakarta: Ombudsman Republik Indonesia.

Ombudsman RI. (2021b). Ringkasan Eksekutif Penilaian Kepatuhan Standar Pelayanan Publik Tahun 2021. Jakarta: Ombudsman Republik Indonesia.

Pambudi, A. S., & Sitorus, R.P.S. (2021). Omnibus Law dan Penyusunan Rencana Tata Ruang: Konsepsi, Pelaksanaan dan Permasalahannya di Indonesia. Jurnal Ilmiah Wahana Bhakti Praja, 11 (2): 198-217.

Pambudi, A. S. (2021). Optimalisasi Pemanfaatan Big Data dalam Evaluasi On Going DAK Fisik Bidang Kesehatan saat Pandemi COVID-19. Bappenas Working Papers, 4 (2): 201-217.

Septianingtiyas, D. A., & Sulistyowati. (2020). Analisis Peran Ombudsman Republik Indonesia Periode Tahun 2016-2021 Sebagai Pengawasan Pelayanan Publik. Journal of Politic and Government Studies, 10 (1): 25-36.

Taumoepeau, A. H. (2019). The Ombudsman and good governance: Tonga's experience. Asia Pacific Journal of Public Administration, 41 (1): 33-41.

Toba, H. (2015). Big Data: Menuju Evolusi Era Informasi Selanjutnya (Big Data: Towards the Next Evolution of the Information Age). Presented in Conference Paper The 3rd Seminar Teknik Informatika dan Sistem Informasi (SETISI). Bandung: 9 April 2015. Available from https://www.researchgate.net/publication/274712686_Big_Data_Menuju_Evolusi_Era_Informasi_Selanjutnya [Accessed March 21, 2021]

Uggla, F. (2004). The Ombudsman in Latin America. Journal of Latin American Studies, 36 (3): 423-450.



2022-12-31 — Updated on 2023-08-14


How to Cite

Pambudi, A. S., Putri, I. A. S., & Agnelia, D. P. (2023). Portrait of Public Service Issues and Recognition Rate of Ombudsman Representative Office in Big Data Perspective . Jurnal Perencanaan Pembangunan: The Indonesian Journal of Development Planning, 6(3), 369–385. https://doi.org/10.36574/jpp.v6i3.299 (Original work published December 31, 2022)