Malang (malangkota.go.id) – Complaint services are an important part and a commitment of the Malang City Government (Pemkot) together with the Regional Public Company (Perumda) Tugu Tirta in providing public services that satisfy the community.
Malang Mayor Drs. H. Sutiaji in his presentation said that the commitment and complaint services are planned by the system so that they are directed and monitored routinely. Including the acceleration and strengthening of complaint services related to the provision of drinking water for the community.
This was conveyed by Mayor Sutiaji at the follow-up evaluation representing Perumda Tugu Tirta in the Public Service Complaint Management Competition (P4) held by the Ministry of State Apparatus Empowerment and Bureaucratic Reform (PANRB) at the Ngalam Command Center (NCC), Wednesday (25/5/2022).
"Based on the recapitulation of complaints in 2022, there were 792 complaints from internal channels owned by the Malang City Government, namely Sambat Online, 378 complaints from LAPOR-SP4N. Alhamdulillah, 93% have been handled and the 7% are not unhandled but are still in process because they cannot be handled directly," he said.
Furthermore, Sutiaji explained why this was strengthened because the fourth mission in the 2018-2023 RPJMD ensures public satisfaction with government services that are orderly, professional and accountable. This is also translated by Perumda Tugu Tirta in the company's vision to become a healthy drinking water company and be proud of with sustainable excellent service.
"In serving, we are ready to accept the community who contribute by way of suggestions and complaints. Perumda Tugu Tirta is the mainstay of Malang City in providing drinking water for the community with a service coverage of almost 100% to encourage the SDG's program that has been initiated by the president with a number of customers of 172.212, and with a minimum customer complaint resolution rate of 95% every month," explained Sutiaji.
Based on the period of July-December 2021, there were 3730 complaints from 171.602 active customers with a monthly realization achievement of 99,53%. Where the majority of complaints were resolved in less than one day. Although regional companies are oriented towards how net profit can be achieved, Sutiaji emphasized that the goal is service, one of which is realized in the absence of tariff increases in the last five years.
"Various communication channels with customers are provided, adaptive to the dynamics of information and communication technology and social media. There are various applications and complaint services that can be accessed by the public either through the city government or complaints directly to Perumda Tirta for 24 hours. Of course we continue to innovate, we continue to strengthen the application system that has been integrated with SP4N Lapor, centralized and real time," he continued.
The aspect of sustainability is also one of the things emphasized through various plans and efforts. The hope is that innovation is not static so that the program can be sustainable with the support of legal foundations, linkages, connectivity, main SP4N channels, sustainable plans and routine coordination.
"What we are doing is the goal of implementing Law Number 25 of 2009 concerning Public Services in addition to Law Number 14 of 2008 concerning Public Information Disclosure. So what we are doing together is a form of public service that is getting higher day by day, the level of public trust in us is getting stronger," he concluded. (eka/ram)
