Minister of Investment Regulation No. 177/2024 on Service Standards of the Investment Coordinating Board (hereinafter referred to as “Kepmenves 177/2024”) aims to improve the quality of public services within the Ministry of Investment/Investment Coordinating Board (BKPM). This regulation is based on Law No. 25/2009 on Public Services and various other relevant regulations, including Government Regulation No. 96/2012 on the Implementation of the Public Services Law. The main objective is to realize professional, transparent, and accountable service delivery, as well as to provide certainty of rights and obligations for various parties involved in investment service delivery.
This service standard covers several main components, including facilities and infrastructure, competence of implementers, internal supervision, number of implementers, service guarantees, and service security and safety. The legal basis of this regulation refers to various relevant laws and government regulations, such as Law Number 25 of 2009 on Public Services and Presidential Regulation Number 63 of 2021 on the Ministry of Investment. It aims to ensure that the services provided are in accordance with the provisions of the applicable laws and regulations.
Facilities and infrastructure provided include air-conditioned guest rooms, computers with internet access, printers, scanners, and various other facilities that support the smooth delivery of services. The competence of implementers is also emphasized, where employees involved must have adequate knowledge of laws and regulations, human resource management capabilities, and skills in conveying information in a complete, open and responsible manner. In addition, employees must also be able to operate computers and other facilities that support services.
Internal supervision is carried out in stages up to the supervisory level of the relevant Associate High Leadership Position, with a government internal control system and functional supervision by the Inspectorate. This supervision is carried out on an ongoing basis to ensure that service standards are adhered to and improved. The number of implementers is set at a minimum of 2 people for each work unit, with a guarantee that the information provided is in accordance with the specified timeframe, precise, complete, and accountable.
Service performance evaluation is carried out at least once a year, with the implementation of satisfaction surveys to improve and enhance service performance. In addition, there is a guarantee of security and safety for officials/employees of service providers and service users, with the provision of various security facilities such as fire extinguishers, emergency stairs, medical officers, and security officers. This regulation also establishes procedures for handling complaints submitted by the public, which can be resolved directly or through the stages of field inspection and coordination meetings if further study is required.
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Kepmenves 177/2024 is effective as of May 31, 2024.
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