Analysis of The Substance of Public Complaints and The Popularity of Public Service External Monitoring Institutions in The Region

Abstract

Big Data analysis is considered a smart solution for capturing information on the priority scale of public service oversight planning, both from a substance, regional, and institutional perspective. It can be obtained from strategic public service issues which receive much attention from the public and the media within the scope of big data. This paper aims to present a portrait of the problem of the substance of public services and Ombudsman institutions in the regions as a consideration for determining policies for external oversight of public services in Indonesia. The analytical method used is quantitative by optimizing the Intelligence Media Analytic. The aim of the paper is also to assess the level of popularity of the Ombudsman in region. The analysis found 3 agencies that received the highest public service complaints from the media were the Office of Social Affairs, Education, and the Office of Health. The highest complaint is related to Social Assistance matters which can be a priority reference for the supervision of the Ombudsman. In addition, the level of popularity of the Ombudsman in the regions is still low. This paper recommends socialization, strengthening regulations, and focusing supervision on the social, education, and health sectors.