PENGAWASAN OMBUDSMAN TERHADAP PELAYANAN PUBLIK BERBASIS APLIKASI: EVALUASI MALADMINISTRASI DALAM PERSPEKTIF HUKUM ADMINISTRASI NEGARA

• Refania Varetta Sugiarto

  Universitas Pamulang

  Author

• Dede Ika Murofikoh

  Universitas Pamulang

  Author

The Indonesian Ombudsman's supervision of application-based public services and an evaluation of forms of maladministration from the perspective of State Administrative Law. The digitalization of public services thru e-government is driving a paradigm shift in service delivery from face-to-face interactions to electronic services that emphasize efficiency, speed, and data integration. However, in practice, application-based services also raise new issues, including prolonged delays due to system disruptions, unclear procedures and application status, rejections without adequate reason, minimal response from complaint channels, the digital divide, and the risk of personal data protection. This issue has the potential to violate the principle of legality and the General Principles of Good Governance (AUPB), such as legal certainty, transparency, accuracy, accountability, and good service. This research uses a normative legal research method with a limited legislative, conceptual, and case study approach. Primary legal materials include regulations on public services, government administration, the Ombudsman, as well as the SPBE framework and personal data protection; while secondary legal materials come from books and journals related to Administrative Law, digital governance, and public service oversight. The research findings indicate that the Ombudsman plays a strategic role as an external supervisor for receiving reports, examining allegations of maladministration, and issuing improvement recommendations. However, the effectiveness of supervision faces challenges related to digital evidence-based proof, the complexity of cross-agency system integration, third-party (vendor) involvement, and follow-up on recommendations that is not always optimal. This research concludes that strengthening the Ombudsman's oversight and improving digital service governance are necessary thru transparency of decision-making rationale, measurable digital service standards, inclusive alternative channels, strengthening complaint mechanisms, and compliance with personal data protection, so that application-based public services align with the principles of Administrative Law.

Keywords: Ombudsman, digital public service, e-government, maladministration, AUPB, State Administrative Law.

Abstrak

Pengawasan Ombudsman Republik Indonesia terhadap pelayanan publik berbasis aplikasi serta evaluasi bentuk-bentuk maladministrasi dalam perspektif Hukum Administrasi Negara. Digitalisasi layanan publik melalui e-government mendorong perubahan paradigma pelayanan dari tatap muka menjadi layanan elektronik yang menekankan efisiensi, kecepatan, dan integrasi data. Namun, dalam praktiknya, layanan berbasis aplikasi juga memunculkan persoalan baru berupa penundaan berlarut akibat gangguan sistem, ketidakjelasan prosedur dan status permohonan, penolakan tanpa alasan yang memadai, minimnya respons kanal pengaduan, kesenjangan akses digital divide, serta risiko perlindungan data pribadi. Persoalan tersebut berpotensi melanggar prinsip legalitas dan Asas-Asas Umum Pemerintahan yang Baik (AUPB), seperti kepastian hukum, keterbukaan, kecermatan, akuntabilitas, dan pelayanan yang baik. Penelitian ini menggunakan metode penelitian hukum normatif dengan pendekatan perundang-undangan, konseptual, dan kasus secara terbatas. Bahan hukum primer meliputi peraturan mengenai pelayanan publik, administrasi pemerintahan, Ombudsman, serta kerangka SPBE dan perlindungan data pribadi; sedangkan bahan hukum sekunder berasal dari buku dan jurnal terkait Hukum Administrasi Negara, tata kelola pemerintahan digital, dan pengawasan pelayanan publik. Hasil penelitian menunjukkan bahwa Ombudsman berperan strategis sebagai pengawas eksternal untuk menerima laporan, memeriksa dugaan maladministrasi, dan menerbitkan rekomendasi perbaikan, namun efektivitas pengawasan menghadapi tantangan pembuktian berbasis bukti digital, kompleksitas integrasi sistem lintas instansi, keterlibatan pihak ketiga (vendor), dan tindak lanjut rekomendasi yang tidak selalu optimal. Penelitian ini menyimpulkan bahwa penguatan pengawasan Ombudsman dan perbaikan tata kelola layanan digital diperlukan melalui transparansi alasan keputusan, standar layanan digital yang terukur, kanal alternatif yang inklusif, penguatan mekanisme pengaduan, serta kepatuhan perlindungan data pribadi, agar pelayanan publik berbasis aplikasi selaras dengan prinsip Hukum Administrasi Negara.

Kata kunci: Ombudsman, pelayanan publik digital, e-government, maladministrasi, AUPB, Hukum Administrasi Negara.

1. Refania Varetta Sugiarto, Universitas Pamulang

   Program Studi Ilmu Hukum, Universitas Pamulang

2. Dede Ika Murofikoh, Universitas Pamulang

   Program Studi Ilmu Hukum, Universitas Pamulang

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