VI. Improving the Quality of Public Services
VI.1. Service standard
- (1) SERVICE DELIVERY, namely: REQUIREMENTS, MECHANISM SYSTEMS AND PROCEDURES, COMPLETION TIME PERIOD, FEES/TARIFFS, SERVICE PRODUCTS, HANDLING COMPLAINTS AND FEEDBACK; And
- (2) MANUFACTURING, namely: LEGAL BASIS, MEANS AND INFRASTRUCTURE AND/OR FACILITIES, COMPETENCE OF IMPLEMENTERS, INTERNAL SUPERVISION, NUMBER OF IMPLEMENTERS, SERVICE GUARANTEES, GUARANTEES OF SERVICE SECURITY AND SAFETY, EVALUATION OF PERFORMANCE OF IMPLEMENTERS.
- VI.1.a.1. Dean's Decree FT No. 137/UN8.1.31/HM/2020 regarding Public Service Standards within the ULM Faculty of Engineering
- VI.1.a.2. Dean's Decree FT No. 125/UN8.1.31/HM/2021 regarding Public Service Standards in the FT ULM Environment
- VI.1.a.3. 2020 SPP Document Diploma Legalization Service Standards Academic Transcript Legalization Service Standards Service Standards for Legalization of Study Program Accreditation Certificates Service Standards for Requesting a Certificate of Still Studying Service Standards for Requests for Replacement Certificates for Academic Transcripts Service Standards for Requests for Experts/Resources
- VI.1.a.4. 2021 SPP Document FT Post Box Service Standards FT Reporting Service Standards Ask FT Service Standards Collaboration Service Standards
- VI.1.a.5. Documentation Public Test Activities
Public Service Standards Document:
- VI.1.b.1 Decree of the Dean of FT No. 138/UN8.1.31/HM/2020 regarding Public Service Information within the ULM Faculty of Engineering
- VI.1.b.2 Page screenshots FT information on FT website
- VI.1.b.3. Page screenshots FT information on Instagram FT
- VI.1.c.1. Diploma Legalization Service Standards
- VI.1.c.2. Academic Transcript Legalization Service Standards
- VI.1.c.3. Service Standards for Legalization of Study Program Accreditation Certificates
- VI.1.c.4. Service Standards for Requesting a Certificate of Still Studying
- VI.1.c.5. Service Standards for Requests for Replacement Certificates for Academic Transcripts
- VI.1.c.6. Service Standards for Requests for Experts/Resources
- VI.1.c.7. FT Post Box Service Standards
- VI.1.c.8. FT Reporting Service Standards
- VI.1.c.9. Ask FT Service Standards
- VI.1.c.10. Collaboration Service Standards
FT carries out reviews and improvements to SPPs and SOPs in accordance with those determined by ULM, FT has also taken the initiative to review and improve service standards and SOPs through the Monev mechanism
VI.2. Excellent Service Culture
Activities to implement a culture of excellent service are carried out referring to PANRB Ministerial Regulation No. 39/2012 concerning Guidelines for the Development of Work Culture with steps to develop work culture including:
- Value formulation AGILE TO SERVE
- Implementation of socialization is carried out through various activities,
- Monitoring and evaluation, and
- Conditions for success.
Apart from that, it also refers to PANRB Ministerial Regulation No. Per/01/M.PAN/01/2007 concerning Guidelines for Evaluation of the Implementation of Work Culture Development in Government Agencies. Activities in the form of socialization of use and training in operating the service to both service managers and service users.
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Supporting Evidence of Socialization/Training in implementing a culture of excellent service:
- VI.2.a.1. Si Gesit's socialization during the ZI Development evaluation and with service users (activity recording, presentation material)
- VI.2.a.2. Socialization of FT Online Services as a Follow-up to RB and ZI Evaluation (activity recording, presentation material)
- VI.2.a.3. FT Excellent Service Culture Training/Workshop (activity recording 1, activity recording 2)
Information on FT services can be accessed via the website and Instagram media.
The use of Instagram media is due to the majority of FT students having Instagram accounts, being followers of the FT IG account
(https://www.instagram.com/p/CQVLzzJAeQO/) and based on statistical data, interactions and engagement via Instagram is quite high.
The system of sanctions/rewards for service implementers as well as providing compensation to service recipients if services do not meet standards has been implemented and has been implemented. Sanctions are given in the form of a SP (Warning Letter) against staff who provide services that do not meet standards. Compensation is provided through policy
FT ULM carries out all public services online, covering 46 services including 4 main service components, namely:
- educational services,
- research services,
- Dedicated service, and
- Administrative services in accordance with Minister of Education and Culture Regulation No. 3 of 2020 concerning National Higher Education Standards (SN Dikti).
Currently, the types of online services continue to grow along with needs. Service facilities fully use integrated Information and Communication Technology (ICT). This integration includes a portal to access public services through website FT ULM (https://ft.ulm.ac.id/id/ jasa/).
Systemically, integrated service integration with all ecosystem features Workspace for education ULM, especially the @ulm.ac.id account as a single sign on. Apart from that, to strengthen services on line, Integrated Service Unit (ULAT) facilities are also provided on the FT campus.
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Proof of Support for Integrated/Integrated Service Facilities:
- VI.2.e.1. Education, research and service component service portal: https://ft.ulm.ac.id/id/layanan-ft-e-services/
- VI.2.e.2. Administration component service portal: https://ft.ulm.ac.id/id/layanan-ft-e-office/
The Faculty of Engineering has had 5 (five) public service innovations. Innovation is built based on existing values, namely:
- The FT e-Services innovation is an innovation in academic administration services based on enterprising values.
- The FT Command Center innovation is an innovation to monitor and control FT services based on efficient values. ,
- The FT e-Response innovation is an innovation to make it easier to submit complaints/reports and requests for public information.
- FT e-Commerce innovation is an innovation for the FT community to disseminate their intellectual work and for the public to receive the intellectual work of FT lecturers
- FT e-Office Innovation is an innovation for electronic office tools that helps FT staff provide excellent service to the public.
Paying attention to the PANRB Ministerial Regulation 30 / 2014 concerning Guidelines for Public Service Innovation, the characteristics of service innovation in the FT environment are:
- Collaborative work system (Cloud & online). [Single data (same source); Shared data (complement each other); Work output standards (uniform)]
- Utilization of the Suite for Edu ecosystem in administrative services. [Familiar (Docs; Sheet; Slide); Tailor made based on main duties; Solutions according to problems (application grows); Free of charge (Rp.0,-); Time efficiency.]
- Single and integrated account system (@ulm.ac.id). [Centralized database (Drive & FT Server); Ease of coordination (label; group); Speed of delivery of information (email)]
- Paperless Policy –> (disposition). [24×7 service (anytime & anywhere; Easy and fast process control (can be browsed at any time & easy search)
- Online Lecturer & Staff Services [24×7 service (anytime & anywhere); Facilitate reporting (performance); Analysis (performance)]
Evidence to Support Service Innovation:
- VI.2.e.1. External/Internal Public Service Innovation FT e-Services
- VI.2.e.2. Information System Innovation Performance Achievement FT e-Command Center
- VI.2.e.3. Information and Complaints Service Innovation FT e-Response
- VI.2.e.4. Intellectual Work Commercial Service Innovation FT eCommerce
- VI.2.e.5. Digital Office System Innovation FT e-Office
FT e-Services
FT ULM External/Internal Public Service Innovation
FT Command Center
Information Systems Innovation
FT ULM Performance Achievements
FT e-Response
Information Service Innovation
and FT ULM Complaints
FT eCommerce
Commercial Service Innovation
Intellectual Work of FT ULM
FT e-Office
Office System Innovation
Digital FT ULM
VI.3. Assessment of Satisfaction with Services
The survey was carried out in 2020 and 2021 using instruments that refer to PANRB Ministerial Regulation No. 14 of 2017 concerning Guidelines for Preparing Community Satisfaction Surveys. The survey was carried out online via the link: https://docs.google.com/forms/d/e/1FAIpQLSefpNw-8QjaUvzaC6KB4A5R9jdIx_xO61q1Ny4viLO4fUEgeg/viewform
In 2020 the community satisfaction survey (IKM) produced a value of 78,64%, while in 2021 the IKM value increased to 90,98%. This increase in satisfaction scores is the result of monitoring and evaluation in 2020 which was followed up with service improvements.
The results of the public satisfaction survey can be seen directly on the FT website. The survey results are displayed as a very detailed infographic so that it can attract the reader's attention and provide information that is not boring because the data is always updated in real time.
- Integrated survey method (embedded) into each service, so that every time a service user uses an online service they will automatically fill out a satisfaction survey. In this way, the satisfaction survey will more specifically determine the level of satisfaction with each service.
- Statistics available databases very complete and real time.
- To clarify what improvements need to be made and to know the response to the service, testimonials are also presented as information for improvements.
Evidence to Support Survey Follow-up:
- VI.3.c.1. 2021 IKM Survey Results Report
- VI.3.c.2. User testimonials on FT services
SME Service Unit (2021)
Distribution of Perceived Values of Service Elements
Number of Survey Fillers
Public service
The survey was carried out in 2020 and 2021 using instruments that refer to PANRB Ministerial Regulation No. 14 of 2017 concerning Guidelines for Preparing Community Satisfaction Surveys. The survey was carried out online. In 2020 the community satisfaction survey (IKM) produced a value of 78,64%, while in 2021 the IKM value increased to 90,98%. This increase in satisfaction scores is the result of monitoring and evaluation in 2020 which was followed up with service improvements.
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