Public Services
The implementation of public services as referred to in paragraph (1) of Law No. 5 of 2009, at least includes: Service Implementation, Management of public complaints, information management, internal supervision, outreach to the public and consultation services. To fulfill these requirements, the Faculty of Engineering plans to implement several work plans to improve the quality of public services, including:
A. Service Standards
- Establish standards for various public services that refer to Law No. 25 of 2009 concerning public services, which have often been implemented, such as integrated laboratory services and community service/training/mentoring services. Determining service standards for the community in the ZI-WBK program aims to improve the quality of services, both integrated laboratory services and community service/training/mentoring services.
- Review and improve integrated laboratory service standards and community service/training/mentoring service standards. Improvement of standards through questionnaire data collection involving respondents from stakeholders such as the business world of industry (DUDI), society, academics and non-governmental organizations (NGOs).
- Carrying out socialization of service standards, both integrated laboratory service standards and community service/training/mentoring service standards, in print and online media.
B. Excellent Service Culture
- Carrying out programs to increase the competency skills of lecturers and staff through a professional certification program to increase competency in excellent service which is carried out once a year.
- Publish on websites or social media regarding the professional competencies of lecturers and staff with the aim of facilitating access to services for the public
- Prepare service schedules for people who need services, both laboratory services and community service/training/mentoring services.
- Create an integrated/integrated service unit at the Faculty of Engineering level.
C. Complaint Management
- By creating an integrated service unit at the Faculty of Engineering level, it is hoped that it can handle all forms of services (Complaints/Consultations) both offline and online.
- Appoint an Integrated Service Unit Team at the Faculty of Engineering level whose task is to manage consultation and complaint services.
- The Integrated Service Team is also tasked with conducting regular evaluations twice a year regarding handling complaints/feedback and consultations.
D. Assessment of Satisfaction with Services
- Conduct community satisfaction surveys with services at least 4 times a year.
- Publish the results of community satisfaction surveys which can be accessed online and offline
- Carry out follow-up actions in the form of improvements to all community satisfaction survey results
E. Utilization of Information Technology
- Developing service systems by utilizing information technology such as excellent service software or intelligent service software from the Faculty of Engineering
- Creating a database of integrated excellent/intelligent service software from the Faculty of Engineering
- Regularly upgrade the engineering faculty's excellent/intelligent service software through information technology
UDAYANA UNIVERSITY