Pencapaian Standar Kualitas Pelayanan (Quality of Service) Yang Harus Dipenuhi Oleh Setiap Operator Telekomunikasi

Berdasarkan Permenkominfo NO.12 / 2008 telah ditentukan Pencapaian Standar Kualitas Pelayanan (Quality of Service) yang harus dipenuhi oleh setiap Operator telekomunikasi, yaitu meliputi:

Kinerja Pelayanan Parameter Tolak Ukur Nilai Jan-Des Tahun
1

 

 

 

 

 

 

Standar Kinerja Tahunan

 

 

 

 

 

Prosentase Keluhan atas akurasi tagihan dalam satu bulan ≤ 5%  
Prosentase penyelesaian keluhan atas akurasi tagihan yang diselesaikan dalam 15 hari kerja ≥ 90%  
Prosentase penyelesaian keluhan atas akurasi charging pra bayar yang diselesaikan dalam 15 hari kerja ≥ 90%  
2   Prosentase pemenuhan permohonan aktivasi pasca bayar dalam waktu 5 hari kerja ≥ 90%  
Prosentase pemenuhan permohonan aktivasi pra bayar dalam waktu 24 jam ≥ 98%  
3 Standar Penanganan Keluhan Umum Pelanggan Prosentase Penanganan Keluhan Umum Pelanggan Yang ditanggapi dalam periode 12 bulan. ≥ 85%  
4 Standar Tingkat Laporan Gangguan Layanan Jumlah laporan gangguan layanan untuk setiap 100 pelanggan ≤ 50 %  
5 Standar Service Level Call Center Layanan Pelanggan Prosentase jawaban operator Call Center terhadap panggilan pelanggan dalam 30 detik ≥ 75%  
6 Standar Endpoint Service Availability Prosentase Jumlah panggilan yang tidak mengalami dropped call dan blocked call ≥ 90%  
Prosentase dropped call ≤ 5%  
7 Standar Kinerja Layanan Pesan Singkat Prosentase jumlah pesan singkat yang berhasil dikirim dengan interval waktu antara pengiriman dan penerimaannya tidak lebih dari 3 menit ≥ 75%  

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About the Author

Obbie Afri Gultom, SH, MA, LLM, CHFI, is the Editor-in-Chief at "Gultom Law Consultants", now a part of Gading and Co, a leading firm in corporate management and consulting. A graduate of Erasmus University Rotterdam in 2019 through the StuNed scholarship program, he completed his Master of Law at the University of Auckland in 2022. With four years of experience in Corporate Business Law, including two years in the private sector and two years in a law firm, along with nine years in State Financial Law and Public Audit as an Auditor, Obbie possesses deep expertise in contract writing and review, legal research, merger and acquisition processes, corporate management, Good Corporate Governance (GCG), and public auditing. Additionally, he has three years of experience as a Development Policy Researcher at Erasmus University Rotterdam. For professional services, Obbie Afri Gultom can be contacted via WhatsApp at 08118887270.

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