KINERJA KEASISTENAN PEMERIKSA LAPORAN DALAM PROSES PENYELESAIAN LAPORAN MASYARAKAT DI PERWAKILAN OMBUDSMAN RI PROVINSI BALI

Abstrak

Penelitian ini bertujuan untuk menganalisis kinerja Keasistenan Pemeriksa Laporan (PL) dalam proses penyelesaian laporan masyarakat di Perwakilan Ombudsman Republik Indonesia Provinsi Bali. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui wawancara, observasi, dokumentasi, dan kajian pustaka. Informan penelitian terdiri dari Kepala Keasistenan Pemeriksa Laporan dan Asisten yang terlibat langsung dalam proses pemeriksaan laporan masyarakat. Analisis data dilakukan melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa kinerja Keasistenan Pemeriksa Laporan ditinjau berdasarkan delapan indikator kinerja, yaitu kuantitas kerja, kualitas kerja, efisiensi kerja, inisiatif dan kreativitas, disiplin, kemampuan bekerja dalam tim, kemampuan pemecahan masalah, serta komunikasi, secara umum telah berjalan dengan cukup baik. Keasistenan Pemeriksa Laporan Perwakilan Ombudsman RI Provinsi Bali mampu menangani laporan masyarakat sesuai dengan target yang ditetapkan, menyusun hasil pemeriksaan berdasarkan Peraturan yang telah ditetapkan dan regulasi yang berlaku, serta mengelola waktu dan sumber daya secara relatif efektif. Selain itu, kerja sama tim, kemampuan analisis, dan komunikasi yang terjalin dengan pelapor maupun instansi terlapor mendukung kelancaran proses pemeriksaan. Meskipun demikian, masih terdapat kendala berupa keterlambatan respons dan koordinasi dari instansi terlapor. Secara keseluruhan, kinerja Keasistenan Pemeriksa Laporan telah mendukung pelaksanaan fungsi pengawasan pelayanan publik di Provinsi Bali.

This study aims to analyze the performance of the Report Examination Assistance Unit (PL) in the process of resolving public complaints at the Representative Office of the Ombudsman of the Republic of Indonesia, Bali Province. The study employs a descriptive qualitative approach, with data collected through interviews, observations, documentation, and literature review. The research informants consist of the Head of the Report Examination Assistance Unit and assistants directly involved in the examination of public complaints. Data analysis was conducted through the stages of data reduction, data presentation, and conclusion drawing. The results show that the performance of the Report Examination Assistance Unit, assessed based on eight performance indicators namely work quantity, work quality, work efficiency, initiative and creativity, discipline, teamwork ability, problem-solving ability, and communication has generally been fairly good. The Report Examination Assistance Unit of the Ombudsman RI Representative Office in Bali Province has been able to handle public complaints in accordance with the established targets, compile examination results based on stipulated regulations and applicable laws, and manage time and resources relatively effectively. In addition, teamwork, analytical capability, and communication with both complainants and reported institutions contribute to the smoothness of the examination process. Nevertheless, there are still obstacles in the form of delayed responses and coordination from the reported institutions. Overall, the performance of the Report Examination Assistance Unit has supported the implementation of the public service oversight function in Bali Province.