Ombudsman RI Perwakilan Kalimantan Utara mencatat masih ada berbagai kewajiban instansi penyelenggara pelayanan publik di kabupaten/kota belum dilakukan sesuai Undang-undang Nomor 25 tahun 2009 tentang pelayanan publik sehingga perlu adanya perbaikan-perbaikan sehingga pada masa sekarang yaitu pandemi Covid-19, maladministrasi kemungkinan besar banyak terjadi di Kalimantan Utara dan terkhusus Kota Tarakan. Penelitian ini menggunakan jenis penelitian normatif, dengan teknik pengambilan bahan hukum yang digunakan dalam penelitian ini adalah studi kepustakaan dan wawancara. Penelitian ini dilaksanakan di Kantor Ombudmsan wilayah Kalimantan Utara. Pelaksanaan pengawasan pelayanan publik pada masa pandemi Covid-19 oleh Ombudsman Perwakilan Kalimantan Utara khususnya wilayah Kota Tarakan Ombudsman Republik Indonesia melakukan pengawasan kebijakan layanan pemerintah bagi masyarakat dengan membuka saluran pengaduan daring (online) baik melalui Whatsapp ataupun akun e-mail yang dimiliki Ombudsman untuk melaporkan dugaan maladministrasi dalam pelaksanaannya tentang keluhan publik untuk sektor-sektor terdampak Covid-19. Dan dalam pelaksanaan upaya pencegahan maladministrasi pada masa pandemi Covid-19, Ombudsman melakukan supervisi pelayanan publik diberbagai lembaga ataupun kantor yang ada di Kota Tarakan serta melakukan sosialisasi pada momen-momen atau acara tertentu maupun melalui web-seminar. Sehingga penerimaan laporan masa pandemi Covid-19 dikantor Ombudsman hanya diterima pada April hingga akhir Juli 2020 dan dilanjutkan dengan pengawasan menggunakan 2 (dua) metode yakni secara online maupun tatap muka. Selain terkendala Sumber Daya Manusia (SDM) yang sekaligus menjadi tantangan bagaimana Asisten Ombudsman yang saat ini baru berjumlah 10 orang harus melaksanakan pengawasan penyelenggaraan pelayanan publik se-Kalimantan Utara yang terdiri dari 4 (empat) Kabupaten yakni Malinau, Bulungan, Tana Tidung dan Nunukan, serta 1 (satu) Kota yakni Tarakan sebagai lokasi kantor wilayah Ombudsman Republik Indonesia Pewakilan Kalimantan Utara, kendala yang sering terjadi di Ombudsman Republik Indonesia Perwakilan Kalimantan Utara khususnya wilayah Kota Tarakan pada masa Pandemi Covid-19 Pada saat melakukan Penerimaan Verifikasi Laporan (PVL), pelapor sulit untuk melengkapi syarat formil dan materiil (berupa bukti pendukung).

The Indonesian Ombudsman representative of North Kalimantan noted that there are still various obligations of public service organizing agencies in districts / cities have not been carried out in accordance with Law No. 25 of 2009 on public services so that there needs to be improvements so that at this time the Covid-19 pandemic, maladministration is most likely a lot in North Kalimantan and especially Tarakan City. The study uses a normative type of research, with legal material retrieval techniques used in this study being literature studies and interviews. The study was conducted at the Ombudmsan Office of North Kalimantan region. The implementation of public service supervision during the Covid-19 pandemic by the North Kalimantan Representative Ombudsman, especially the Tarakan City Ombudsman area of the Republic of Indonesia, supervises government service policies for the public by opening online complaint channels either through Whatsapp or e-mail accounts owned by the Ombudsman to report alleged maladministration in its implementation of public complaints for sectors affected by Covid-19. And in the implementation of maladministration prevention efforts during the Covid-19 pandemic, the Ombudsman supervises public services in various institutions or offices in Tarakan City and socializes at certain moments or events or through web-seminars. So that the receipt of the Covid-19 pandemic report in the Ombudsman office is only received in April to the end of July 2020 and continued with supervision using 2 (two) methods, namely online and face-to-face. In addition to being constrained by Human Resources (HR) which is also a challenge how the Assistant Ombudsman who currently only numbers 10 people must carry out supervision of the implementation of public services in North Kalimantan consisting of 4 (four) regencies namely Malinau, Bulungan, Tana Tidung and Nunukan, and 1 (one) city namely Tarakan as the location of the regional office of the Ombudsman of the Republic of Indonesia Pewakilan North Kalimantan, Obstacles that often occur in the Ombudsman of the Republic of Indonesia Representative of North Kalimantan, especially the Tarakan City area during the Covid-19 Pandemic at the time of receiving Verification Report (PVL), the complainant is difficult to complete the requirements formil and materiil (in the form of supporting evidence).