Surabaya City Police Achieve 78% Crime Report Resolution Rate Through Enhanced Service Responsiveness

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FORMOSA NEWS - Surabaya - A new study from Universitas Pembangunan Nasional "Veteran" Jawa Timur reveals that the Surabaya City Police successfully resolved nearly 80% of criminal reports in 2025 by prioritizing service responsiveness. The research, published in the Formosa Journal of Multidisciplinary Research, was conducted by Ario Dewandaru and Agus Widiyarta to evaluate how law enforcement handles public complaints in one of Indonesia’s busiest urban centers.

The findings emphasize that the effectiveness of a police force is measured not just by arrests, but by its "responsiveness"—the willingness to assist the public and provide services with sincerity and speed. As public expectations for transparent and high-quality government services grow, the ability of police officers to react quickly to reports has become a critical indicator of good governance and social justice.

Background: The Shift Toward Quality Public Service

Public service in Indonesia is undergoing a transformation aimed at fulfilling the basic rights of citizens and creating social prosperity. In the context of law enforcement, services are no longer viewed as mere administrative tasks but as essential indicators of government success.

Current social and policy trends demand that institutions move beyond standard bureaucracy to embrace the "servqual" model, which evaluates performance based on reliability, empathy, and responsiveness. This research highlights that when police provide consistent and responsive services, it strengthens government legitimacy and accelerates the realization of clean, professional governance.

Methodology: Inside the Surabaya Police Headquarters

Researchers Ario Dewandaru and Agus Widiyarta utilized a descriptive qualitative approach to gain an in-depth understanding of police operations. The study involved:

• In-depth Interviews: Engaging with key informants, including service officers and investigators such as the Head of Human Resources and unit leaders.
• Direct Observation: Monitoring the actual service flow at the Surabaya Police Headquarters, specifically within the Integrated Police Service Center (SPKT).
• Documentation Review: Analyzing official 2025 crime report archives and internal Standard Operating Procedures (SOPs).

Key Findings: High Resolution Rates and Humanistic Policing

The study found that the Surabaya City Police maintained a strong performance record throughout 2025, handling 1,007 criminal reports with a 78.43% resolution rate.

• Diverse Case Handling: The police managed a wide range of reports, including domestic violence (129 cases), fraud (342 cases), and motor vehicle theft (106 cases).
• Efficiency in Reporting: The investigation process is highly structured; once a report is filed at the SPKT, data collection is typically completed within a 24-hour window.
• Alternative Justice: Officers are increasingly using "restorative justice" and amicable settlements as humanistic alternatives to resolve conflicts quickly without prolonged legal battles.
• Inclusive Service: The researchers observed that officers provide clear explanations and assistance to all reporters regardless of ethnicity, religion, or social background, adapting their communication style for those who are panicked or emotional.
• Despite these successes, a backlog of 21.54% remains, often due to the complexity of specific cases or a lack of immediate evidence.

Real-World Impact and Policy Implications

The research suggests that the "Surabaya Model" of responsiveness can serve as a template for other metropolitan police departments. By implementing a 24-hour shift schedule and a digital reporting system, the Surabaya City Police have minimized service delays and fostered greater public trust.

Furthermore, the study highlights the importance of psychological health in law enforcement. Surabaya officers undergo Mental and Spiritual Psychological Tests every six months to ensure they remain resilient and empathetic when handling the public's most stressful moments. This holistic approach to officer development directly improves the quality of service, as mentally stable officers are more likely to be consistent and effective in the field.

Expert Insight

Reflecting on the professional standards within the department, Ario Dewandaru and Agus Widiyarta of Universitas Pembangunan Nasional "Veteran" Jawa Timur note the significance of internal guidelines:

"Police services are always carried out in accordance with Standard Operating Procedures (SOPs)... With this multi-layered checking mechanism, it is hoped that the potential for errors in the case handling process can be minimized, so that the results of the investigation can be legally accounted for".

Author Profile

Ario Dewandaru is a researcher at Universitas Pembangunan Nasional "Veteran" Jawa Timur. He specializes in the field of Public Administration, with a specific focus on the quality and responsiveness of public services within Indonesian law enforcement agencies.

Source:

Article Title: Responsiveness of the Surabaya City Police in Handling Reports of Criminal Acts in Surabaya City

Journal: Formosa Journal of Multidisciplinary Research (FJMR)

Year: 2026

DOI: https://doi.org/10.55927/fjmr.v5i1.673