Partisipasi Masyarakat dan Mekanisme Komplain dalam Penyelenggaraan Pelayanan Publik
This paper describes the importance of public participation and complaint mechanism in the public service
delivery. Society can participate in public service on three aspects: (1) community participation in
planning public services, (2) community participation in organizing special service, (3) community
participation in overseeing the public service. In addition, people can also make complaints on the public
service to internal and external agencies. One of the external agencies that are expected to organize
complaint is ombudsman. Ombudsman should be able to ensure that complaints submitted by the community
followed by public service providers.