Public Satisfaction Survey (SKM)
The Public Satisfaction Survey is a comprehensive assessment of the public’s perception of the quality of services received, covering various aspects of service delivery, ranging from requirements and procedures to processing times, fees and rates, as well as the competence and behavior of service staff.
Legal Basis for the Implementation of the SKM
The implementation of SKM within ANRI is guided by the following legal provisions:
- Law No. 25 of 2009 on Public Services
- Government Regulation No. 96 of 2012 on the Implementation of Law No. 25 of 2009
- Regulation of the Minister of State Apparatus Reform and Bureaucracy No. 14 of 2017 on Guidelines for Conducting Public Satisfaction Surveys on the Delivery of Public Services
- Regulation of the Minister of State Apparatus Reform and Bureaucracy No. 4 of 2023 Amending Regulation of the Minister of State Apparatus Reform and Bureaucracy No. 29 of 2022 on the Monitoring and Evaluation of the Performance of Public Service Delivery
- Ministry of State Apparatus and Bureaucratic Reform Regulation No. 5 of 2023 on Mechanisms and Instruments for Monitoring and Evaluating the Performance of Public Service Delivery.
The regulation mandates that all public service providers must conduct periodic surveys of public satisfaction as part of their service performance evaluations.
Purpose and Use of SKM Results
The Public Satisfaction Survey aims to:
- To measure public satisfaction with the services provided;
- To identify strengths and weaknesses in the delivery of public services;
- To serve as a basis for developing policies to improve services;
- To promote continuous improvement in service quality;
- To enhance accountability and transparency in public service performance.
The results of the Public Satisfaction Survey are used for:
- A basis for evaluating and improving service quality;
- A foundation for developing policies and service innovations;
- One of the indicators used in assessing public service performance;
- A key component in the implementation of the Monitoring and Evaluation of Public Service Delivery Performance (PEKPPP).
ANRI's Commitment
ANRI is committed to conducting Public Satisfaction Surveys on a consistent and ongoing basis as part of its efforts to improve the quality of public services. All feedback provided by the public through the Public Satisfaction Survey will serve as the basis for service improvements and innovations.
Through the implementation of the SKM, ANRI hopes to continue providing high-quality, transparent, and responsive public services that are focused on public satisfaction and needs.
ANRI SKM Report
Public Communication Forum (FKP)
In this regard, the FKP serves as a forum for dialogue that brings together ANRI, as a public service provider, with stakeholders, service users, and the general public to discuss various matters related to service delivery, particularly regarding policy, service standards, and the quality of services provided.
Objectives and Benefits
The implementation of the FKP aims to:
- Improving the quality of public services through active community participation;
- Gathering feedback, suggestions, and input from service users;
- Promoting transparency and accountability in the delivery of public services;
- Delivering services that meet the needs and expectations of the community;
- Strengthening public trust in ANRI as a service provider.
The implementation of the FKP has yielded significant benefits, including:
- The availability of objective and diverse feedback to improve services;
- The identification of issues and challenges in service delivery;
- The establishment of collaboration between ANRI and the public;
- Improved quality of policies and services based on user needs.
Through the FKP, the community is not merely a recipient of services but also serves as a strategic partner in the process of improving services.
ANRI's Commitment
ANRI is committed to making the FKP an integral part of the cycle of improving public service quality. All feedback and recommendations generated by the FKP will serve as the basis for evaluation and follow-up efforts aimed at delivering better, more adaptive services that prioritize public satisfaction.
Through the ongoing implementation of the FKP, ANRI hopes to continue strengthening a culture of excellent service and building harmonious and trusting relationships with the public.