In order to continuously improve the quality of public services, the BPOM Inspectorate conducts a Public Satisfaction Survey which is routinely conducted every year on all Public Service Units (UPP) to assess the level of quality of services provided.
The Public Satisfaction Survey was conducted from January to June 2021 with 39 respondents (pharmaceutical industry business actors). The results of the Survey on 6 public services of the Directorate of Drug, Narcotics, Psychotropic and Precursor Production Supervision as a whole were valued at 88.27, exceeding the SKM target value of 87.00. This value indicates that the quality of the Directorate's public services is categorized B (Good) and since 2018 until now the Public Satisfaction Survey value has experienced an increasing trend, which means that there is an improvement in the quality of service that can be felt by stakeholders.
Of the 6 services, 3 services received the category A (Very Good) namely Application for Pre-Inspection Document Evaluation, Inspection of Imported Drug Production Facilities and Evaluation of Corrective Action and Preventive Action of Imported Drug Production Facilities Inspection Results. Meanwhile, the other 3 services namely CPOB Certification, Approval of Use of Shared Facilities and Certificate of Good Drug Manufacturing Practices received the category B (Good).
The results of the Public Satisfaction Survey are one of the benchmarks for assessing the performance of public services of work units. Through the results of this survey, it is expected that the Directorate of Drug, Narcotics, Psychotropic and Precursor Production Supervision can continue to make continuous improvements and create breakthroughs/innovations in public services both related to service processes, officer performance and improvement of service facilities, and it is expected that all public service officers of the Directorate always provide the best service.
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