In order to continuously provide the best services, the Directorate of Marketing and Partnerships (Direktorat Pemasaran dan Kerja Sama – DPKS) of Universitas Terbuka (UT) continues to learn and broaden its insights. One way is by conducting benchmarking studies. On this occasion, UT DPKS team visited IPB University on Tuesday (24/10/2023).
The visit by the DPKS team, led by Director of Marketing and Partnerships, Mr. Ali Tarigan, S.E., along with the delegation including Dr. Maya Maria, S.E., M.M., Arief Mulyana, S.Kom., M.M., Dora Sophianingtyas, S.E., MBA., Nabila Meutia Pratiwi, S.Hum, and Muhamad Saputra, S.Kom., was warmly welcomed by the Head of the IPB University Communications Bureau, Ir. Yatri Indah Kusumastuti, and the team including Mrs. Siti Nuryati, S.TP, M.Si., Mrs. Yulia Dwi Indriani, S.Kom., M.M., Mr. Rio Fatahillah Chita Putra, S.I.Kom., M.Si., at the IPB University Rectorate Building. The benchmarking study covered areas such as Public Information and Documentation Services (PPID), Public Relations, Publications, and Integrated Services.
Mr. Ali Tarigan expressed gratitude for the warm welcome from IPB University, allowing the UT DPKS team to conduct benchmarking studies to achieve prime services for students and stakeholders. Currently, UT serves 525,360 students spread across Indonesia. With the increasing number of students, there is a need for more efficient services. Moreover, in terms of public relations, PPID management, and integrated services, improvements are also necessary.
In response to the visit by UT DPKS team, Mrs. Yatri expressed that as fellow State Universities, UT and IPB University can share knowledge with each other. The IPB Communication Bureau oversees several sections including Public Relations, Broadcasting, and the Leadership Secretariat. The Public Relations Section includes Integrated Services, Publications, and Promotion. As for the PPID, IPB University initiated it in 2010. Over time, it has grown, and in 2016, it ranked third during monitoring and evaluation conducted by the Central Information Commission (Komisi Informasi Pusat).
The meeting proceeded warmly. Mrs. Yatri and the Communication Bureau team explained the activities in the Communication Bureau. From this benchmarking study, it was found that Human Resources (HR) are crucial for activities. Furthermore, HR must continue to be prepared with knowledge through training or workshops. In the field of Integrated Services, information support from units and faculties at IPB is crucial for response time to students especially, and the public in general. Another lesson from the visit is in public information management, where there are several regulations governing it and a strong organizational structure supported by cross-unit resources. In improving public services, the deadline for complaint resolution on the PPID website is 10 days, for PPID-related visit it is 1 day, while the deadline for ticket complaint resolution at the help center is 3 days. The IPB Communication Bureau also conducts public service satisfaction surveys, with average results rated as A. From the benchmarking study at IPB, the DPKS team is more determined to provide the best public services to stakeholders, especially students. Moreover, now that UT has status as a Legal Entity State University (PTNBH), it is hoped that all UT business processes will become faster, cheaper, and better.
