Improving the Quality of Public Services

1. Service standards

• There is a service standard policy
• Server standards have been announced
• There is a standard operating procedure (SOP) for the implementation of service standards
• Reviews and improvements have been made for service standards and SOPs

2. Culture of Service Excellence

• Socialization/training has been carried out as an effort to implement the culture of service excellence
• Information about available services is easily accessible through various media
• There has been a system of punishment (sanctions)/reward for service implementers
• Integrated service facilities are available
• There are service innovations

3. Assessment of Service Quality Satisfaction

• A survey of community satisfaction regarding the service quality has been carried out
• The results of the community satisfaction survey can be accessed openly
• Follow up on the result of community satisfaction survey has been conducted