Pontianak has instructed all units of the public service to implement Indonesia’s Online Public Satisfaction Survey (SKM Online) in 2026. The centralized platform sends the residents’ feedback directly to the national government, reducing the need for manual input. Administration officials trained 104 operators to monitor responses, handle reports and translate survey results into measurable service improvements across Pontianak.

PONTIANAK, thekabrnews.com—In 2026, the Pontianak City Administration will require all local public service units to use Indonesia’s Online Public Satisfaction Survey (SKM Online). The city will move from traditional survey methods to a single digital platform.

The policy comes after instructions from the Administrative and Bureaucratic Reform Ministry (PAN-RB). The goal is to improve the accuracy, transparency, and practical use of public feedback.

The Organization Division of the Pontianak Regional Secretariat on Tuesday, July 21, trained 104 operators to prepare local agencies. The technical workshop was held at the Sultan Syarif Abdurrahman Hall, Pontianak City Hall. Public service units, technical service units, and urban villages attended the workshop.

“This year, we are fully utilizing SKM Online under the mandate of the PANRB Ministry. We are now explaining how it should be implemented in each technical service unit and urban village,” said Organization Division Head Margaretha, as quoted from the Pontianak City Administration.

The results are transferred directly to the system of the PANRB Ministry after the resident completes the survey. Unlike the previous mechanism, the local service provider cannot control the submitted data manually.

Operators, said Margaretha, need to be constantly monitoring incoming feedback for technical problems and emerging service issues.

“We cannot control the data submitted for SKM Online. Operators of every public service unit should perform regular checks—daily if possible, or at least weekly,” she said.

In the workshop, Hendri and Anggi, as the trainers, trained the participants on how to create surveys, manage data, monitor dashboards, prepare reports, and complete the required report-authorization process.

Participants also learned the hierarchy of the system accounts. Level-one and level-two accounts are responsible for service-unit and agency-level reporting. Agency operators are responsible for service categories and survey instruments.

PANRB Ministerial Regulation No. 14/2017 requires public service providers to conduct a satisfaction survey at least once a year.

SKM Online is an initiative by the Ministry of PANRB to directly connect the experience of citizens to government decision-making. It helps agencies to more quickly identify priority service issues and apply validated feedback to evidence-based improvements.

7.5 million respondents participated in satisfaction surveys nationally in 2024. The PANRB Ministry added that the online platform may integrate surveys to facilitate over 80% of administrative processes. Moreover, this integration could cut associated national expenditure by over 90%, although those are ministry figures.

Pontianak scored 93 in the Community Satisfaction Index in 2018. Margaretha said the city wants to keep that result or do better with stronger monitoring and follow-up.

The Organization Division will continue to assist and evaluate each public service unit. Its goal is to ensure that the platform operates properly. It will ensure that officials turn residents’ feedback into concrete service improvements.