PATTIRO Annual Report 2005
affordable complaint management mechanism. Observation took focus group discussion method, which was held five times. The second domain was service providers. Research method with structured interviews was applied to obtain description of policies on services they provide, minimum standard of service, and complaint management. Workshop on model setting. This workshop involved various parties, namely scholars, public figures, legislative members and NGOs. This workshop discussed the complaint mechanism model proposed by people at grass roots level. On the other hand, workshop also created commitment to bring complaint management issue into advocacy effort. Thus, in each city, complaint management issue is no longer PATTIRO’s, it belongs to all relevant parties. Those who were involved in this workshop also
agreed to be steering committee for the next event, namely seminar in their localities. Seminar. Seminar was held to collect inputs from various sources on complaint mechanism model set in the previous stage. This seminar was held in each Program’s areas and Jakarta. Book publishing. Journals of process and achievement of this program will be compiled in a book. The book will be published to share our experience in complaint management mechanism on public services. After went through all processes mentioned above, Program managed to achieve: A team (a kind of city-level coalition) of NGOs, scholars, public figures, and those who commit to perform advocacy effort on complaint management mechanism to be applied by local government, and
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