RESPONSIVINESS OF THE OMBUDSMAN OF THE REPUBLIC OF INDONESIA OF LAMPUNG PROVINCE IN RESOLVING PUBLIC REPORTS

(Case Study of Rapid Response to Maladministration Reports in the New Leaner Admission Selection Process (PPDB) at SMA Negeri 9 Bandar Lampung in 2022)

Abstract

The Public still does not get satisfactory result from the quality of services that have been organized by the government, especially on the substance of education with the problem of New Student Admission (PPDB) in Lampung Province which is considered less than optimal. In this case, the Rapid Response Ombudsman (RCO) is needed considering the short duration of the New Learner Admission (PPDB) organized by SMA Negeri 9 Bandar Lampung. This research aims to describe and analyze the Rapid Response of the Ombudsman (RCO) and the obstacles of the Lampung Province Ombudsman in following up the PPDB case at SMA Negeri 9 Bandar Lampung. This research uses qualitative research method with descriptive type. The data were obtained from interviews, observations, and documentation. The results showed that from the six indicators of Responsiveness according to Zeithaml, the Responsiveness of the Lampung Province Ombudsman RI in resolving community reports with a case study of New Learner Admission (PPDB) at SMA Negeri 9 Bandar Lampung was good, but not optimal because there were still a number of obstacles, namely time constraints in resolving reports and problems with the Ombudsman’s authority system.