The Ministry Of ATR/BPN Mau Complaint Service Can Jangkau 33 Province

Photo by Pawel Czerwinski on Unsplash

JAKARTA - The Ministry of Agrarian Affairs and Spatial Planning/National Land Agency (ATR/BPN) will expand the complaint service hotline to make it easier for people to get information related to land and spatial planning.

Head of the Public Information and Complaint Management Section (IP3) Adhi Maskawan said, so far the complaint service hotline with the number 0811-1068-0000 is still being handled by the Ministry of ATR/BPN Pusat.

The expansion plan in 33 provinces in Indonesia is intended so that all complaints at the provincial and district/city levels can be centered on one number. This is also done to facilitate the complaint process.

"It turns out that the number of complaints is from the Regional Office or Kantah (Land Office). This is what makes the handling of complaints for a long time, because the central person must coordinate with the Regional Office first. With the same number but accessible to BPN throughout Indonesia, the hope is that it can cut the process that is considered long," said Adhi in a written statement in Jakarta, Tuesday, February 14.

The Ministry of ATR/BPN through the Public Relations Bureau (Humas) of the IP3 section provides special training in managing the complaint service system, namely through the Omni Communication Assistant commonly called OCA. This activity also involved PT Telkom Indonesia.

This training is carried out so that when the complaint service hotline is re-launched, the implementation can run prime. This training was attended by the Heads of General Subdivisions and Public Relations throughout the Provincial BPN Regional Office (Kanwil), as well as the admin managing complaints from the Ministry of ATR/BPN.

Telkom Indonesia's Senior Advisor for Government Service Division, Director of Enterprise and Business Service (EBIS) Arianto A. Setiawan said, the Ministry of ATR/BPN is very active in terms of digitization.

However, he reminded that there are things that must be prepared by the Ministry of ATR/BPN to build capabilities in supporting digitalization, including connectivity, applications, and monitoring.

Furthermore, an organization should support digitalization. The first thing that needs to be done is to build connectivity through digital infrastructure, such as devices and their connectivity.

"Then the application must be built, such as land registration or other services. Next is any related supervision built in the application. For example, how many service processes are there? Is there a problem? Well, that's the monitoring process," Arianto said as quoted by Antara.

Furthermore, all participants also carried out the practice of testing the implementation of the Hotline Whatsapp Complaint Service system through OCA, which was guided directly by Account Manager OCA PT Telkom Indonesia, Arief is like this.

As said by Arief Laksana, the use of OCA is expected to accelerate the online interaction process, become a source of information about the services of the Ministry of ATR/BPN, reduce queues that come to the office, and internal communication can be more organized using one platform.