Description Description of Satisfaction of Technical Assistant Training Participants at the Indonesian Ombudsman
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Background: The fulfillment of the competency development rights of Assistant employees at the Indonesian Ombudsman, amounting to 20 Learning Hours (JP) per year, achieved the target in 2022. However, the 2022 community satisfaction survey indicated that Assistant employees were still perceived as lacking competence in handling public complaints. This is a concern because they are at the forefront of public complaint services and directly influence service quality.
Objectives: This study aims to evaluate the implementation of technical competency development through training for Assistant employees at the Indonesian Ombudsman.
Method: This study employed a qualitative approach, with data collected through interviews. The evaluation used Kirkpatrick’s (2006) four-level model: reaction, learning, behavior, and results.
Result: The findings show that participants were generally satisfied with the technical training, particularly the training materials, resource persons/facilitators, and supporting facilities. However, competency development still needs to be aligned with employees’ actual competency needs. The HRMU Bureau needs to strengthen the existing competency standards and competency dictionary and conduct competency assessments to identify gaps between employees’ competency profiles and established standards.
Conclusion: Technical competency development through training has received positive responses from participants. However, a more systematic competency-based development process is needed to ensure that training effectively improves employee competence and the quality of public complaint services.
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