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Ombudsman On the Spot as a Proactive Service Model for Expanding Access to Public Service Complaint Mechanisms in Central Java

Jurnal Pengabdian Hukum Indonesia (Indonesian Journal of Legal Community Engagement) JPHI · Vol. 9 No. 2 (2026) · hlm. 1013–1058

DOI
10.15294/jphi.v9i2.61538
ISSN
2654-8313, 2654-8305
Terbit
2026-11-02
Penerbit
Universitas Negeri Semarang
Bahasa
eng
Lisensi
creativecommons.org/licenses/by-nc/4.0

Abstrak

Unequal access to complaint mechanisms may prevent members of the public from obtaining remedies for maladministration when distance, limited information, digital barriers, disability, age, or confidentiality concerns restrict contact with oversight institutions. This article examines Ombudsman On the Spot, implemented by the Central Java Representative Office of the Ombudsman of the Republic of Indonesia, as a proactive complaint access service. Using a descriptive evaluative community engagement approach, the study analyses five internal activity reports covering seven service points from April to September 2025, supported by institutional records, SIMPeL 4.0 administrative data, programme guidelines, and legislation. Across the seven service points, eight non-report consultations and six registered complaints were directly recorded through OTS, together with one recommendation for service improvement. The six registered complaints subsequently received institutional follow-up through examination and/or coordination with the reported institutions and were administratively closed. These are administrative outputs, not evidence of user satisfaction or causal effects. The findings identify three complementary modalities: facility-based service booths, community education and consultation, and targeted visits for users requiring accessibility or confidentiality adjustments. They also identify four dimensions of access: physical, informational, procedural, and relational. The article develops a six-stage framework consisting of access mapping, targeted outreach, rights education, consultation and preliminary verification, registration, referral or coordination, and monitoring and evaluation. Four stages are practice-derived, while two are normatively completed by the 2025 programme guideline. The framework offers a replicable structure for proactive complaint access while retaining privacy safeguards and cautious limits on claims of effectiveness.

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  • State University of Semarang
  • Universitas Wahid Hasyim
  • Universitas Halu Oleo
  • State University of Malang
  • Sapienza University of Rome
  • Diponegoro University
  • Universiti Teknologi MARA
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Rekan penulisOrganisasiArtikel bersama
Slamet SumartoState University of Semarang3
Suhadi SuhadiUniversitas Halu Oleo2
Tegar Islami PutraState University of Semarang2
IsnaniAfiliasi tidak diketahui1
Ardi Sirajudin RaufState University of Semarang1
Imam BaehaqieState University of Semarang1
Asmarani RamliState University of Semarang1
Lucky Andinna SantyokoState University of Semarang1
Muhammad RidhaState University of Semarang1
Natal KristionoState University of Semarang1
Arif Nur HidayatState University of Semarang1
Arif HidayatState University of Malang1
Pujiono PujionoState University of Semarang1
Triska Rahmatul AiniSapienza University of Rome1
Kun Retno HandayaniState University of Semarang1
Indah Sri UtariState University of Semarang1
Yuli Prasetyo AdhiDiponegoro University1
Rahmawati Mohd YusoffUniversiti Teknologi MARA1
Ristina YudhantiState University of Semarang1
Muhammad Shidqon PrabowoUniversitas Wahid Hasyim1
Sudijono SastroatmodjoState University of Semarang1
Isnani IsnaniState University of Semarang1
Ratih DamayantiState University of Semarang1
Eko MukmintoState University of Semarang1
Bayangsari WedhatamiState University of Semarang1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/JPHI/oai, pertama di-harvest 5 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Ombudsman On the Spot as a Proactive Service Model for Expanding Access to Public Service Complaint Mechanisms in Central Java</dc:title>
	<dc:creator xml:lang="en">Elyna Noor Dina Nazla</dc:creator>
	<dc:creator xml:lang="en">Martitah, Martitah</dc:creator>
	<dc:creator xml:lang="en">Dani Muhtada</dc:creator>
	<dc:creator xml:lang="en">Yurida Zakky Umami</dc:creator>
	<dc:subject xml:lang="en">Ombudsman</dc:subject>
	<dc:subject xml:lang="en">Proactive Services</dc:subject>
	<dc:subject xml:lang="en">Public Service Complaints</dc:subject>
	<dc:subject xml:lang="en">Public Access</dc:subject>
	<dc:subject xml:lang="en">Maladministration</dc:subject>
	<dc:description xml:lang="en">Unequal access to complaint mechanisms may prevent members of the public from obtaining remedies for maladministration when distance, limited information, digital barriers, disability, age, or confidentiality concerns restrict contact with oversight institutions. This article examines Ombudsman On the Spot, implemented by the Central Java Representative Office of the Ombudsman of the Republic of Indonesia, as a proactive complaint access service. Using a descriptive evaluative community engagement approach, the study analyses five internal activity reports covering seven service points from April to September 2025, supported by institutional records, SIMPeL 4.0 administrative data, programme guidelines, and legislation. Across the seven service points, eight non-report consultations and six registered complaints were directly recorded through OTS, together with one recommendation for service improvement. The six registered complaints subsequently received institutional follow-up through examination and/or coordination with the reported institutions and were administratively closed. These are administrative outputs, not evidence of user satisfaction or causal effects. The findings identify three complementary modalities: facility-based service booths, community education and consultation, and targeted visits for users requiring accessibility or confidentiality adjustments. They also identify four dimensions of access: physical, informational, procedural, and relational. The article develops a six-stage framework consisting of access mapping, targeted outreach, rights education, consultation and preliminary verification, registration, referral or coordination, and monitoring and evaluation. Four stages are practice-derived, while two are normatively completed by the 2025 programme guideline. The framework offers a replicable structure for proactive complaint access while retaining privacy safeguards and cautious limits on claims of effectiveness.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2026-11-02</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/JPHI/article/view/61538</dc:identifier>
	<dc:identifier>10.15294/jphi.v9i2.61538</dc:identifier>
	<dc:source xml:lang="en">Jurnal Pengabdian Hukum Indonesia (Indonesian Journal of Legal Community Engagement) JPHI; Vol. 9 No. 2 (2026): July-December, 2026; 1013-1058</dc:source>
	<dc:source>2654-8313</dc:source>
	<dc:source>2654-8305</dc:source>
	<dc:source>10.15294/jphi.v9i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/JPHI/article/view/61538/12109</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Elyna Noor Dina Nazla, Martitah Martitah, Dani Muhtada, Yurida Zakky Umami (Author)</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by-nc/4.0</dc:rights>
</oai_dc:dc>