LAWmotion #12 - Undang-Undang No. 25 Tahun 2009 tentang Pelayanan Publik

Summary

This video script discusses public services as a basic right for citizens, highlighting the legal framework under Law No. 25 of 2009. It explains the roles of the three key actors involved: service providers, service implementers, and the public. The script emphasizes the importance of accessible and quality public services, especially for vulnerable groups. It also stresses the responsibility of both providers and citizens in maintaining service standards and ensuring feedback loops for improvements. Despite progress, challenges remain, such as discrimination against vulnerable groups, and the need for increased awareness and participation from all sectors of society.

Takeaways

• 😀 Public service is a fundamental right of citizens and is essential for the fulfillment of human rights.
• 😀 Indonesia's Law No. 25 of 2009 regulates public service, defining it as the provision of goods, services, and administrative functions by service providers.
• 😀 There are three main actors in public service: service providers (government institutions, corporations, independent agencies), implementers (individuals who deliver services), and citizens (service recipients).
• 😀 Service providers are responsible for creating and setting service standards, publishing service charters, employing competent staff, and ensuring quality service delivery.
• 😀 Good examples of service delivery include ensuring that essential services remain open on public holidays, as seen in Solo during the 2014 legislative elections.
• 😀 The law mandates special services for vulnerable groups, including people with disabilities, the elderly, pregnant women, children, and victims of natural or social disasters.
• 😀 Citizens have the right to know the service standards, monitor service delivery, and file complaints if services deviate from the established standards.
• 😀 Before this law, citizens' rights to quality public services were not explicitly protected, but now they are guaranteed by the regulations in place.
• 😀 Despite the law, issues like discrimination and inadequate accessibility for vulnerable groups remain, indicating a need for improvement in public service practices.
• 😀 Public participation plays a key role in improving service quality. Citizens must actively report deviations and hold service providers accountable to ensure service standards are met.

Q & A

What is the purpose of the Public Service Law (Law No. 25 of 2009)?

The purpose of the Public Service Law is to guarantee citizens' basic rights to public services and to enhance the implementation of human rights by establishing regulations for public service delivery.

Who are the three main actors defined in the Public Service Law?

The three main actors are: 1) The service provider, which includes government institutions, corporations, and independent agencies; 2) The implementers, who are the individuals working directly with the public; and 3) The public, who are the recipients of the service.

What are some examples of public service providers?

Public service providers include government agencies such as the police, tax offices, and other public institutions, as well as private entities with public service missions like hospitals, banks, and airlines.

What obligations do public service providers have according to the law?

Public service providers are obligated to establish service standards, publish service declarations, hire competent staff, provide quality services, and ensure that services are delivered according to the established standards.

Can you give an example of good public service delivery from the script?

An example of good public service delivery is from Solo, where despite the legislative election holiday on April 9, 2014, 17 health centers remained open to serve the public, ensuring that citizens' access to health services was not hindered.

How does the Public Service Law protect vulnerable groups?

The law mandates that specific services must be provided for vulnerable groups such as people with disabilities, the elderly, pregnant women, children, and disaster victims, ensuring their access to services.

What is an example of a facility designed to assist vulnerable individuals?

An example is the provision of Braille on public service signs to assist visually impaired individuals, making public facilities more accessible to everyone.

What rights do citizens have under the Public Service Law?

Citizens have the right to be informed about service standards, file complaints, receive responses to their complaints, and be provided with quality services that align with legal standards and principles.

What are some of the challenges mentioned in the script regarding public services?

Despite the existence of the Public Service Law, there are still issues with discrimination, especially against vulnerable groups. For example, public facilities like sidewalks are not always accessible to people with disabilities.

What role do citizens play in improving public services?

Citizens are encouraged to actively report service violations, participate in maintaining public facilities, and ensure that service providers fulfill their obligations. Their feedback plays a crucial role in improving the quality of public services.