EVALUASI PROGRAM PENILAIAN KEPATUHAN STANDAR PELAYANAN PUBLIK OLEH PERWAKILAN OMBUDSMAN RI PROVINSI BALI PADA INSTANSI PEMERINTAH DI BALI

Abstrak

Pelayanan publik yang berkualitas merupakan elemen penting dalam mewujudkan tata kelola pemerintahan yang akuntabel. Untuk mendorong pemenuhan standar pelayanan dan mencegah maladministrasi, Ombudsman Republik Indonesia melaksanakan Program Penilaian Kepatuhan Standar Pelayanan Publik, termasuk di Provinsi Bali. Penelitian ini bertujuan mengevaluasi pelaksanaan program tersebut oleh Perwakilan Ombudsman RI Provinsi Bali pada instansi pemerintah daerah. Penelitian menggunakan pendekatan kualitatif deskriptif dengan metode evaluasi program model CIPP (Context, Input, Process, Product). Data diperoleh melalui wawancara, observasi, dokumentasi, dan studi literatur. Hasil penelitian menunjukkan bahwa secara konteks program telah memiliki landasan hukum yang kuat dan relevan. Dari aspek input, sumber daya manusia, pedoman, serta sarana prasarana dinilai cukup memadai meskipun masih terdapat keterbatasan anggaran dan SDM. Pada aspek proses, pelaksanaan program telah mengikuti mekanisme yang ditetapkan, namun masih ditemukan kelemahan pada publikasi maklumat pelayanan dan dokumentasi. Dari aspek hasil, nilai kepatuhan instansi di Bali cenderung meningkat, meskipun pengaduan masyarakat masih relatif tinggi, yang menunjukkan adanya kesenjangan antara pemenuhan administratif dan kualitas pelayanan yang dirasakan masyarakat. Oleh karena itu, diperlukan penguatan pembinaan, monitoring, dan tindak lanjut rekomendasi agar program penilaian kepatuhan tidak hanya berorientasi pada capaian nilai, tetapi juga berdampak nyata terhadap peningkatan kualitas pelayanan publik.

High-quality public service is a crucial element in achieving accountable governance. To encourage compliance with service standards and prevent maladministration, the Ombudsman of the Republic of Indonesia implements the Public Service Standards Compliance Assessment Program, including in Bali Province. This study aims to evaluate the implementation of the program by the Bali Provincial Representative of the Ombudsman of the Republic of Indonesia within local government institutions. The study employs a descriptive qualitative approach using the CIPP (Context, Input, Process, Product) program evaluation model. Data were collected through interviews, observations, documentation, and literature review. The findings indicate that, in terms of context, the program is supported by a strong and relevant legal framework. From the input perspective, human resources, guidelines, and supporting facilities are considered adequate, although budget limitations remain. In the process aspect, the implementation has generally followed established mechanisms; however, weaknesses persist in the publication of service charters and administrative documentation. In terms of outcomes, compliance scores of government institutions in Bali tend to increase, while public complaints remain relatively high, indicating a gap between administrative compliance and the quality of public services perceived by the community. Therefore, strengthened guidance, monitoring, and follow-up on recommendations are necessary to ensure that the compliance assessment program not only focuses on score achievement but also produces tangible improvements in public service quality.