PERANAN OMBUDSMAN REPUBLIK INDONESIA PERWAKILAN PROVINSI SUMATERA BARAT DALAM MENYELESAIKAN LAPORAN MALADMINISTRASI PELAYANAN PUBLIK DI PROVINSI SUMATERA BARAT

Abstract

According to Article 4 Paragraph 4 of Law No. 37 of 2008, the Indonesian Ombudsman is mandated to prevent and eradicate maladministration, discrimination, collusion, corruption, and nepotism. One notable case in Padang was the designation of RSUP M. Djamil Hospital as the perpetrator of maladministration in connection with an incident involving an online motorcycle taxi driver who forcibly carried the body of an infant. This research addresses three main questions: (1) How does the Ombudsman of the Republic of Indonesia, West Sumatra Representative, play its role in resolving reports of maladministration in public services in West Sumatra Province? (2) What are the challenges and efforts undertaken by the Ombudsman in handling such reports? (3) What are the impacts of these resolutions on improving public services in the province? This study employs a sociological legal research method, based on primary data analyzed qualitatively. The findings indicate that the Ombudsman of West Sumatra plays an active role in resolving maladministration reports, yet faces challenges such as limited staff, budget, and facilities. These constraints are mitigated through task distribution, the use of technology, public education, inter-agency cooperation, and budget proposals. Such measures have contributed positively to enhancing public services and protecting citizens’ rights.