Complex Requirements, the Main Public Complaint Regarding Public Services

A number of citizens have complained about various problems in public services. According to a survey by Populi Center, the main public service issue most frequently complained about is convoluted requirements. This was cited by 11.4% of respondents.

Next, 11.3% of respondents stated that slow service time was another major problem in public services. Furthermore, 9.7% of respondents assessed that public services lacked transparency.

Other public service complaints from citizens in the country include: convoluted bureaucracy (9.3%), inadequate facilities and infrastructure (8.6%), high costs (8.4%), services not meeting expectations (6.2%), extortion (4.8%), unclear procedures (3.8%), unresponsiveness to complaints (3.6%), low quality/competence of human resources (3%), and unfriendly service behavior (2.7%).

In addition, 5.1% of respondents mentioned other issues, and 12.3% did not know/did not answer.

This survey was conducted among 1,200 respondents aged 17 years and older or already married in 34 provinces. The survey was conducted from December 1-9, 2021, using a simple random sampling method with a margin of error of ± 2.83% at a 95% confidence level.