Good Achievement Should Be Maintained

The Jakarta administration has tried hard to improve the quality of its public services for about six years. At least 316 types of services have been provided to help residents. There have been improvements in the quality of public services although there are still shortcomings.

KOMPAS/ANGGER PUTRANTO

Officers serve residents at Public Service Mall in Kuningan Area, Jakarta, Friday (20/7/2018). This mall provides 329 types of services, 269 of which are under the authority of the Jakarta Investment and One Stop Service Office.

JAKARTA, KOMPAS — Six years ago, the Jakarta administration lagged behind other provinces in the issuance of permits and non-permit documents. At that time, It took at least two weeks to obtain a business permit and business registry document. Now, such documents can be obtained in less than three hours.

Citing data from the International Finance Corporation (IFC) in 2012 related to the ease of doing business, the processing of a business permit and non-permit document in Jakarta took an average of 45 days. In terms of speed, the service was longer than Yogyakarta (29 days) and Denpasar (31 days). Now, the Jakarta administration can claim such documents can be processed in at least seven days.

Similar conveniences are provided for other types of services, such as in the processing of residential documents.

The Jakarta administration should maintain the positive achievement. Appreciation and constructive feedback were expressed by residents when Kompas tracked government services in a number of places almost a week ago.

Lilis, 47, a resident of RT 015/ RW 004 neighborhood unit in Karet Tengsin ,Tanah Abang, Central Jakarta, acknowledged that it did not take long time to process a birth certificate. The woman, who came from Yogyakarta is satisfied with the service she received. "I processed two birth certificates,  for me and  for my husband. It took only two weeks to get the certificates, quite fast," said Lilis, who was met in Tanah Abang , Friday.

Similar appreciation was expressed by Dimas (24) who recently applied for a relocation document. With reference letters from the heads of  RT / RW neighborhoods and subdistrict, he did not need to wait long to obtain the required document.

Dimas obtained the document quickly without extra charges. “I was not asked to pay illegal levies to obtain the document. I also did not need to spend money for brokers," said Dimas, who lives in Kartini village,  Sawah Besar, Central Jakarta.

Another fact

In contrast to Dimas and Lilis, some other residents expressed their disappointment with the service they received. Hosea Damanik, 25, a resident of East Semper subdistrict, Cilincing, North Jakarta, was not satisfied with the One Stop Integrated Service (PTSP) of the East Semper subdistrict.

Hosea has applied for a new family card (KK) sin June but until now, he has not obtained the desired document. In fact, according to Hosea, officials at the subdistrict office promised to complete the document within one week.

KOMPAS/ANGGER PUTRANTO

Officers serve residents at Public Service Mall in Kuningan Area, Jakarta, Friday (20/7/2018).

Meanwhile, Leonardo, 25, a resident of Sumur Batu, Kemayoran district, Central Jakarta, said he had incurred difficulties when applying for the Jakarta Smart Card (KJP) Plus in February 2018. The junior high school teacher filed a certificate of low income status (SKTM) to the head of the subdistrict. The officials promised the document to be completed within one week. However, Leonardo said, I was only able to get the KTM document after a month. The delay hampered the process of the registration at the school.

Backbone

In a number of places visited by Kompas, information technology (IT) systems have served as the backbone of services. At  the Joglo  subdistrict , Kembangan , West Jakarta, an electronic machine that issued a queue number did not work. Residents there were forced to queue manually. The residents took a turn to get their service according to the queue number.

Untung Subagyo, 59, a resident of Joglo who has been living in the area since 1982, said the long queue issue was the main problem of the residents. "Mostly about the long line," said Untung who applied for a number of documents needed for his  son\'s marriage.

Similar problems occurred in Utan Panjang subdistrict, Kemayoran , Central Jakarta. Citizens were not required to take a queue number to get the service. There were three counters, but there was only one officer available.

The services in the office of the head of subdistricts  rely heavily on IT systems. If there is a disruption of the IT system, the service is disrupted.

"Long time or not, it depends on the IT system. I cannot tell you whether it will be long or not. If you want to process it by yourself, after this, you can go to the department of the population and civil registry as well as the district office and then come back here again, "said an official at the office of the subdistrict administration.

Complaints

Some residents even said the quality of the public services was on the decline. However, the complaint was refuted by the secretary of the North Petojo subdistrict,  Gambir, Dwi Catur. According to him, the subdistrict office could not issue the documents needed by the residents.  Many documents should be issued by the authority of a higher level office.

Not only relying on officers, residents should also have to provide all the requirements to be able get the required document quickly. If the residents ignore the requirement, the issuance of the required documents could not be processed.

KOMPAS/HERU SRI KUMORO

Officers serve residents at Public Service Mall in Kuningan Area, Jakarta, Friday (20/7/2018).

"There was an incident a few days ago. A man wanted to make a new ID card. Because he is a resident of Surabaya as seen in his ID card number, we asked him to  bring his original ID, but he did not care," said Catur.

Separately, the head of the city bureaucracy department (Tapem),  Premi Lasari, acknowledged there were several reports of  alleged illegal levies that were currently being investigated by the Tapem department. The Tapem department will provide clarification about the existence of the illegal levies. Some residents reported suspected levies while applying for a land registry document (PTSL).

One of the incoming reports came from West Cengkareng  subdistrict , West Jakarta. If it is proven that the extortion is made by the state civil servant (ASN), the case will be reported to the inspectorate office for examination. However, until now the grievance clarification meeting is still ongoing.

"If proven, the subdistrict head or district head will be inspected by the inspectorate, they can get a mild to severe punishment," said Premi.

In addition to West Cengkareng, the alleged practice of illegal levy collection was also found in Wijaya Kusuma subdistrict, West Jakarta. Then, there were complaints about public service in Pademangan Barat subdistrict, and about poor bureaucratic performance in Kelapa Dua Wetan subdistrict and  Pondok Labu Subsdistrict. There was also a complaint about difficulties in getting the signature of the head of  Menteng  subdistrict  in June 2018.

Related to this, Jakarta Governor Anies Baswedan has requested am evaluation of the works of the heads of subdistricts and districts. The results of the evaluation will serve as a guideline for the governor to determine whether the heads of subdistricts and districts should be replaced.

(IRE/INK/DEA/E11/E20/E09)