Malang (malangkota.go.id) – Grounding the ideal of providing equal public complaint services for every citizen of Malang City requires collaborative steps from all parties. Simple innovations in the micro scope that are adaptive to the needs of people with disabilities such as what is being pioneered by the Janti Health Center can be a learning forum that drives progress.
This was conveyed by the Mayor of Malang, Drs. H. Sutiaji when explaining the innovation of Janti Health Center services in the Advanced Evaluation stage of the 4 Ministry of PAN-RB Public Service Complaint Management Competition (P2022) online from Bandar Lampung, Friday (27/5/2022).
"We want our brothers and sisters with disabilities to also have easier access to complaint services. This is what we are trying to pioneer through braille-based complaints at the Janti Health Center," said Sutiaji to the P4 competition jury.
Through the complaint innovation, the health center provides signs equipped with braille to guide people with visual impairments who want to submit complaints related to services. Then by accessing a special QR Code, service users will be directed to the website and further procedures that can be accessed by voice through the smartphone settings used and or additional applications for people with visual impairments.
"Puskesmas as FKTP has an important role in public health and sanitation. In Janti, an average of 150 patients per day and of course in the process, it is our commitment that complaint services in the digital era must adapt. Including Malang City must be more disability-friendly," added Sutiaji.
Furthermore, the Head of the Janti Health Center, Endang Listyowati, S.Kep.Ners, M.MKes, said that the breakthrough in the complaint channel with Braille letters was initiated in 2021.
"We are trying to present this feature to increase the independence of people with disabilities who come to the Janti Health Center. Assistance is prepared and so far the response has been good," explained Endang.
This initiative, which is full of messages of inclusive service, is also a form of development of the Braille E-Ticket and Extraordinary Access for Visual Disabilities (BREXIT) innovation, which was first launched in 2017 and won the Top 45 National Public Service Innovations 2020.
Endang added, in the period 2019-2021, his party also continued to strengthen the complaint response via social media channels for the general public. In addition, complaints have been integrated with the national SP4N LAPOR! system so that they are more accountable and measurable.
"The percentage of complaint resolution was successfully increased from 78 percent in 2019 to 100 percent in 2020 and 2021. For the speed of response time, 72,2 percent were resolved within a maximum of two working days," said Endang.
In the 4 P2022 competition, two Public Service Units (UPP) from Malang City, namely Janti Health Center and Perumda Tugu Tirta, passed to the next evaluation stage for the top 51 participants from all over Indonesia. A number of experts with integrity from various scientific fields also served as judges in this competition. Among them, Gita Wirjawan, Meuthia Gani Rochman, Taufiq Rahman, Eva Kusuma Sundari, and Sad Dian Utomo. (ndu/ram)
