<![CDATA[This study aims to analyze the role of the Ombudsman of the Republic of Indonesia, North Sumatra Provincial Representative Office, in preventing maladministration in public services at the Department of Population and Civil Registration (Disdukcapil) of Medan City. This study employed a descriptive qualitative approach, with data collected through interviews, observations, and documentation. The informants consisted of representatives from the Ombudsman of the Republic of Indonesia, North Sumatra Provincial Representative Office, the Department of Population and Civil Registration of Medan City, public service users, and complainants. Data were analyzed using the role theory proposed by Jim Ife and Frank Tesoriero (2016), which includes the roles of facilitator, educator, representative, and technical expert. The findings indicate that the Ombudsman has implemented all four roles in preventing maladministration through the provision of complaint channels, educational activities, coordination with relevant institutions, and systematic complaint-handling procedures. However, their implementation has not yet been fully optimal due to limited resources, the suboptimal follow-up of the Ombudsman's recommendations, and the public's limited understanding of the Ombudsman's functions and authority. Therefore, strengthening public outreach and enhancing collaboration with relevant stakeholders are necessary to improve the effectiveness and sustainability of maladministration prevention in public services at the Department of Population and Civil Registration of Medan City.]]>
Copyrights © 2026
