SURVEI PENGADUAN MASYARAKAT
TAHAPAN SURVEI PENGADUAN
CONTOH MANFAAT SURVEI PENGADUAN
Apa itu survei pengaduan?
Mengapa survei pengaduan penting?
Survei yang dilakukan penyedia pelayanan (missal puskesmas, sekolah) untuk mengumpulkan pengaduan masyarakat/ pengguna layanan.
Survei pengaduan adalah sebuah alat yang sesuai untuk mengidentiikasikan persoalan yang dialami pengguna layanan. Survei pengaduan lebih efektif dari pada kotak saran dan mekanisme pengaduan lain karena langsung mendekati anggota masyarakat dan minta umpan balik terkait mutu layanan.
Pengaduan dan saran masyarakat membantu penyedia layanan meningkatkan mutu pelayanan publik melalui penemuan masalah
Sesuai Permenpan 13/ 2009 tentang Pedoman Peningkatan
Pelayanan Publik
Penyedia layanan dan forum masyarakat mendaftar pengaduan dari
masyarakat dan membuat daftar pertanyaan.
1. 5.
10. 2.
7. 6.
11. 3.
8.
4.
9. Pengguna layanan
menjawab pertanyaan dalam survei pengaduan.
Penyedia layanan dan forum masyarakat membuat ranking pengaduan dan menganalisis penyebabnya.
Penyedia layanan bersama
forum masyarakat memilah masalah yang dapat diatasi internal dan masalah yang perlu diatasi bersama pihak luar seperti dinas.
Penyedia layanan melakukan diskusi dan
kesepakatan internal tentang masalah yang bisa diatasi secara internal oleh penyedia layanan.
Forum masyarakat melakukan diskusi mengenai cara mengatasi
keluhan masyarakat (dilakukan paralel dengan penyedia layanan
berdiskusi secara internal)
Penyedia layanan dan forum masyarakat membuat kesepakatan
cara mengatasi pengaduan masyarakat.
Penyedia layanan dan forum masyarakat membuat Janji Perbaikan Layanan.
Kepala Penyedia Pelayanan menandatangani Janji Perbaikan Layanan dan memasangnya di tempat umum.
Penyedia layanan dan forum masyarakat membuat Rekomendasi Teknis kepada dinas terkait.
Forum masyarakat harus mengawasi dan membantu penyedia pelayanan memenuhi Janji Perbaikan Pelayanan dan Rekomendasi Teknis.
Sekolah punya cukup banyak
guru
Petugas kesehatan atau guru datang
tepat waktu
Puskesmas punya ambulans
Air bersih tersedia di puskesmas atau
sekolah U S A I D K I N E R J A
kinerja USAID
www.kinerja.or.id
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Complaint Survey
How to run a Complaint Survey
exampleS of How Complaint SurveyS Help ServiCe providerS
what is a complaint survey?
why are complaint surveys important?
A complaint survey is a survey carried out by a service delivery unit (such as a school or health center) to collect complaints from service users and others community members.
A complaint survey is one way of identifying problems that are experienced by service users. Surveys are more effective than suggestion boxes and other forms of complaint collection because community members are directly approached to give their feedback on service quality.
Complaints and suggestions from the community can help public service providers improve the quality of services through identifying problems
and potential areas of improvement.
Complaint surveys are mandated by the Indonesian government by Regulation no 13/2009 of the Minister for State Apparatus.
Service providers and community forums develop a list of complaints and
corresponding questions.
1. 5.
10. 2.
7. 6.
11. 3.
8.
4.
9. Service users answer
the questions in the complaint survey.
Service providers and community forums rank the frequency of complaints and analyse their root causes.
Service providers and community forums separate problems that can be solved internally from those that require external assistance from the local government.
Service providers hold a discussion and decide how they will solve the complaints that can be ixed internally.
Community forums also hold their own discussion to identify potential
solutions.
Service providers and community forums make an agreement on how to overcome the problems identiied.
Service providers and community forums work together to develop a service charter.
The head of the service unit signs the service charter and displays it in a public place (such as on a standing banner).
Service providers and
community forums make a list of technical recommendations for the government (based on problems that cannot be solved internally).
Community forums oversee the fulillment of the service
charter and technical recommendations.
Schools have enough teachers
Health workers arrive and leave
on time
Health centers have ambulances
Schools and health centers
have clean running water
U S A I D K I N E R J A
kinerja USAID www.kinerja.or.id
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