Visit to Makassar port facilities highlights service improvements, while officials stress the need for stronger governance, transparency, and anti-maladministration practices to sustain public trust and operational performance.
Indonesia’s Ombudsman has commended PT Pelabuhan Indonesia (Persero), or Pelindo, for efforts to improve public services at its port facilities in Makassar, while urging the company to further strengthen a culture of integrity and prevent maladministration.
The remarks followed a visit by Ombudsman Robert Na Endi Jaweng and his delegation to Makassar New Port’s Makassar Terminal 2 and the Anging Mammiri Passenger Terminal on Wednesday. The delegation reviewed port operations, customer service facilities and ongoing service transformation initiatives.
Robert said the visit showed Pelindo’s commitment to developing more modern, transparent and user-oriented services.
“Our direct observations at Makassar New Port and the Anging Mammiri Passenger Terminal indicate positive progress in facilities, service systems and operational governance,” Robert said. “The key challenge is ensuring these improvements are maintained consistently so service users receive certainty, convenience and fair treatment.”
He said public service quality should be measured not only by infrastructure and technology, but also by an organization’s ability to foster accountability, transparency and procedural certainty.
“Ports represent the face of public services because they serve as gateways for economic activity and public mobility,” he said. “Service standards in the port sector therefore need to be continuously improved.”
Following the site visit, the Ombudsman held a seminar on preventing maladministration and improving public service quality at Pelindo Regional 4’s office in Makassar. The event was attended by officials and employees from Pelindo Group operations in the region.
Robert said preventing maladministration requires commitment from all levels of an organization, from senior management to frontline service personnel.
“Excellent public services must be built on good governance, compliance with service standards and a culture of integrity,” he said. “Preventing maladministration cannot rely solely on oversight mechanisms; it must become part of the organization’s daily culture.”
He added that the Ombudsman continues to encourage public service providers to regularly evaluate and improve their services to ensure they meet public expectations.
Yusida M. Palesang, Operations Division Head at Pelindo Regional 4, welcomed the Ombudsman’s visit and said the feedback would support the company’s ongoing service transformation efforts.
“We appreciate the Ombudsman’s attention and constructive input regarding our public services,” Yusida said. “The visit provides valuable insights as we continue strengthening governance, transparency and accountability across our operations.”
Yusida said Pelindo has implemented a range of initiatives to improve service quality, including infrastructure upgrades, digitalization programs, business process simplification and workforce development.
“We remain committed to placing public service at the center of our operations,” she said. “Through collaboration with stakeholders, including the Ombudsman, we aim to deliver more effective and efficient port services that benefit the public and service users.”
The visit forms part of broader efforts by the Ombudsman and Pelindo to strengthen professional and integrity-based public service governance while supporting the competitiveness of Indonesia’s port sector.