Pemantauan dan Evaluasi Kinerja Penyelenggaraan Pelayanan Publik

Monitoring and Evaluation of Public Service Delivery Performance
(PEKPPP)

In order to achieve professional, accountable, and service-oriented governance, the National Archives of the Republic of Indonesia (ANRI) consistently conducts Monitoring and Evaluation of Public Service Delivery (PEKPPP) as part of its efforts to improve the quality of services provided to the public.
PEKPPP is a systematic and structured process for measuring the performance of public service delivery within a work unit over a specific period. This initiative aims to provide an objective assessment of the quality of services provided, while also serving as the foundation for developing ongoing improvement measures.
The implementation of PEKPPP produces the Public Service Index (PSI), an indicator that reflects the quality and effectiveness of public services provided by government agencies. The PSI score is calculated based on data collection, performance analysis, and a comprehensive assessment of various aspects of service delivery.

Legal Basis for Implementation

The implementation of PEKPPP within ANRI is based on the provisions of laws and regulations, including:

Law No. 25 of 2009 on Public Services;
Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform No. 4 of 2023 Amending Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform No. 29 of 2022 on the Monitoring and Evaluation of the Performance of Public Service Delivery;
Ministry of State Apparatus and Bureaucratic Reform Regulation No. 5 of 2023 on the Mechanisms and Instruments of the PEKPPP

The regulation emphasizes that monitoring and evaluation are integral to ensuring that public services are delivered in accordance with standards and continue to improve in quality.

Scope and Assessment Tools

The PEKPPP is implemented through evaluation tools that cover various key aspects of public service delivery, including:

Service Policies;
Human Resource Professionalism;
Facilities and Infrastructure;
Public Service Information System (SIPP);
Complaint and Consultation Management;
Service Innovation.

In addition, the PEKPPP instrument was developed to incorporate aspects of inclusivity, community engagement, and user experience in order to ensure that services are responsive to public needs.

Implementation Phases

The implementation of PEKPPP is carried out through several key stages, namely:

Collection of Service Performance Data;
Performance Analysis and Evaluation;
Determination of the Public Service Index (PPI) Score;
Formulation of Recommendations for Service Improvement.

In addition, there is a follow-up monitoring activity for the recommendations, aimed at ensuring that the evaluation results are actually followed up by the work units as part of continuous improvement.

Benefits and Strategic Objectives

The implementation of the PEKPPP plays a strategic role in:

Objectively measuring the quality of public services;
Encouraging improved performance among service providers;
Strengthening a culture of excellent and innovative service;
Supporting the national bureaucratic reform agenda;
Serving as the foundation for data-driven policy-making.

Nationally, the Public Service Index (PSI) results are also part of the development indicators in the Medium-Term National Development Plan (RPJMN) and the Long-Term National Development Plan (RPJPN), reflecting the quality of public service governance in Indonesia.

ANRI's Commitment

As a public service provider, ANRI is committed to continuously improving the quality of its services through the ongoing implementation of PEKPPP. These efforts are undertaken not only to comply with regulatory requirements but also as a concrete demonstration of our commitment to providing services that are transparent, responsive, inclusive, and focused on the needs of the public.
Through the implementation of PEKPPP, ANRI hopes to continue delivering excellent public services and contribute to the realization of a modern and competitive bureaucracy.

Hasil PEKPPP Tahun 2025