EduAsiaNews, Surabaya — To strengthen the quality of public services, Universitas Negeri Surabaya (Unesa) is organizing a “Service Quality Improvement” program through Integrated Service Hearings with work units across Unesa. The program is being conducted in stages from September to October 2026.
The first hearing session was held on Monday, September 14, 2026, in the smart classroom on the seventh floor of the Faculty of Psychology and Graduate School Building, Lidah Wetan Campus II. The activity was attended by six newly appointed staff members of the Unesa Integrated Service Unit (ULT), who were given an opportunity to gain first-hand knowledge of the various services available across Unesa’s work units.
The program is a collaborative initiative involving four directorates: the Directorate of Public Relations, Public Information, and Protocol; the Directorate of Branding, Marketing, and Media; the Directorate of Legal Affairs, Organizational Management, and Bureaucratic Reform; and the Directorate of Human Resources.
Director of Public Relations, Public Information, and Protocol at Unesa, Vinda Maya Setianingrum, explained that strengthening integrated services has become increasingly important in response to changes in how the public accesses information and services.
“Unesa is not only an educational institution but also an institution that continues to adapt to current trends. People need information quickly, so the ULT plays an important role in coordinating services with all units,” she said.
According to her, efforts to strengthen public services are also aimed at supporting the realization of good university governance. Therefore, the role of the ULT cannot be separated from a comprehensive understanding of the services available across all work units.
Meanwhile, Vice Dean II of the Faculty of Psychology at Unesa, Onny Fransinata Anggara, said that the hearing was important for establishing a shared understanding and perception, particularly among newly appointed ULT staff.
According to him, the ULT does not merely serve as a point for receiving or forwarding service requests. It also represents the face of the faculty and university in providing services to students, lecturers, education and administrative staff, and other service users.
He emphasized the importance of understanding service procedures before assisting users, including requirements, processes, designated persons in charge (PICs), and referral mechanisms when a service falls outside the authority of ULT personnel.
Nuril Huda, a newly appointed ULT staff member at Unesa, said that he gained a great deal of new information after participating in the first hearing session. According to him, the activity provided an opportunity to gain direct insight into service delivery, including processes, standards, and evaluations conducted by the respective work units.
He also gained a better understanding of the duties and functions of each work unit, the types of services available, and the importance of standard operating procedures in supporting effective service delivery.
“My target after participating in this month-long series of hearings is to gain a more comprehensive understanding of and identify service indicators, enabling me to contribute to efforts to improve service quality across Unesa,” he concluded.
