Information about the length of time for administration and the high cost of population administration, or the complicated bureaucratic mechanism in the administration of poverty certificates has certainly been experienced by most people. Such cliché problems are still common around us, this is because the implementation of public services that currently exist still does not uphold the principles and apply good public service standards.
Basically, in the implementation of public services there are several principles that must be upheld. Some of these principles are:
1. Openness
Public services are open, easy and accessible to all parties. All information related to the person in charge/work unit implementing the service, service procedures/requirements, details of time and cost of completion and matters related to public services must be informed openly so that they are easily known and understood by the public.
2. Simplicity
Public services are carried out with procedures that are not complicated, easy to understand, easy to implement, fast and precise.
3. Clarity
In the implementation of public services, clarity must be provided regarding the deadline for completing the implementation of public services, details of costs and payment procedures, work units authorized to provide services, and information on technical and administrative requirements.
4. Accessibility
Places and service locations are easily accessible, the availability of work facilities and infrastructure and other adequate supporting facilities. In addition, to support public services, it comes to the ease of utilizing information systems and the availability of telecommunication access.
5. Security
Public service processes and products must be able to provide a sense of security and legal certainty to service recipients.
In addition to referring to the principles of public service delivery, it is also important to apply minimum standards in public services. The standards that must be applied include:
1. Procedure
2. Service Time
3. Cost
4. Products / Results
5. Sarana Prasarana
6. Officer Capacity
Provision of Public Services
In order to encourage the fulfillment of citizen needs through public services, of course it requires a party as a public service provider. Public service providers in Indonesia are carried out by three parties, namely the State, the Business World and Independent Institutions.
In addition to the organizers, there are also organizations that organize and implement public services. To encourage the optimization of the public service process, these organizers are also supervised by a state institution known as the Ombudsman Institution. Through the Ombudsman Institution, the public can submit complaints related to public service issues received.
Apart from state institutions such as the ombudsman, there are still several social accountability tools that can be used, namely:
1. Government supervision by the DPR/DPRD.
2. Administrative/procedural supervision.
3. Audit system by state institutions BPKP and BPK as well as government internal auditors (inspectorate / Bawasda).
4. Law enforcement through the police and prosecutors.
5. Formation of a supervisory commission.
To complete the formal supervision process that has been carried out by the state, the community as beneficiaries/stakeholders also have the right to supervise the performance and process of implementing public services to make them better. We can do this supervision directly, such as the method that has been developed in Indonesia in recent years, namely Social Audit.
By: Wasingatu Zakiyah and Hernindya Wisnuadji (Pocket Book 'When Citizens Supervise the State')
English 
Bahasa Indonesia