On 30 September 2026, Kanwil DJP Bengkulu-Lampung conducted a public consultation forum to evaluate service quality across its 14 tax offices, inviting taxpayer representatives, tax consultants, business associations, and academics. This annual exercise fulfills the mandate of Government Regulation No. 96/2012 on Public Service Quality and DJP’s Service Level Agreement (SLA) framework. The forum utilizes the Community Satisfaction Index (IKM) methodology, assessing eight dimensions: requirements, procedures, time, cost, product, competence, behavior, and complaint handling. Real-time polling via the “Pajakku” mobile app captured 1,240 responses, identifying priority gaps in queue management at KPP Pratama Bengkulu and e-Faktur helpdesk responsiveness at KPP Madya Bandar Lampung.
Key Takeaways
- Data-Driven Service Reform: IKM results directly inform the 2027 office-level work plans (Renja KPP), with budget allocations tied to improvement targets for lowest-scoring dimensions.
- Complaint Resolution Transparency: Introduction of a public complaint tracking dashboard (accessible at djp.go.id/pengaduan) shows real-time status of 1,847 pending cases, reducing duplicate submissions and building trust in the grievance mechanism.
Disclaimer: This article is compiled and summarized by the AI based on publicly available information and is for general information purposes only. It does not constitute any form of formal tax advice, legal opinion, or basis for performance. Please consult a qualified professional tax advisor or legal counsel for tax advice.
Source: Read Official Announcement