Strategi Penguatan Kinerja Pengawasan dalam Mencegah Maladministrasi Pelayanan Publik di Sumatera Barat
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Abstract
The increasing incidence of maladministration in public service delivery in West Sumatra Province reflects fundamental weaknesses in governance mechanisms that have not been effectively addressed through external oversight. Over the past five years, public complaints have continued to rise, from 265 reports in 2020 and continuing to rise in the following years, reaching 538 reports in 2024, particularly in land affairs, education, and population administration. This situation underscores the urgency of reassessing the effectiveness of the Indonesian Ombudsman’s West Sumatra Regional Office in preventing maladministration. The study aims to identify the key factors contributing to the suboptimal performance of external oversight, covering five main dimensions: institutional capacity, regulatory framework, technical implementation, budgeting, and territorial context, while formulating practical strategies for institutional strengthening. Employing a qualitative descriptive approach with a case study design, data were collected through in-depth interviews, observations, and document analysis, and examined using Miles, Huberman, and Saldaña’s interactive model. The findings reveal that the Ombudsman’s oversight function remains reactive mainly due to institutional limitations, insufficient budget allocation, and regulatory disharmony. The study recommends strengthening institutional capacity through digitalization, revising regulations to ensure the binding authority of Ombudsman recommendations, increasing fiscal support, and developing localized territorial strategies. This multidimensional approach is expected to enhance the effectiveness of external oversight and foster more accountable, transparent, and citizen-centered public governance.
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