 |
| Friendlier and Clearer Land Services, Minister Nusron Pushes Front Desk Staff to Be More Professional. |
Jakarta – Improving public land services is once again in the spotlight. Minister of Agrarian Affairs and Spatial Planning/Head of the National Land Agency (ATR/BPN), Nusron Wahid, emphasized that the quality of land service counters must continue to improve. According to him, the key lies in two main aspects: strong product knowledge and excellent hospitality from front desk officers.
Minister Nusron explained that front desk staff are the first point of contact between the government and the public. For that reason, they must have a solid understanding of land service products while also being able to serve the public in a friendly, polite, and communicative manner. This effort, he added, must be supported by strong coordination between the service counters and the back office at Land Offices.
“There needs to be a re-assessment of front desk officers at major Land Offices. They will receive special training, focusing on product knowledge and hospitality. These two elements must go hand in hand,” Nusron said during a coaching session for the BPN Regional Office of DKI Jakarta at the East Jakarta Administrative City Land Office on Tuesday (01/13/2026).
He noted that having a uniform understanding of service products is crucial so the information delivered to the public remains consistent. With strong product knowledge and good hospitality, people will no longer have to make repeated visits due to changing or unclear requirements.
“If today someone is told they’re missing requirement A, then tomorrow it becomes requirement B, and the next day it changes again, that means the information isn’t comprehensive. That’s why hospitality and a shared understanding of services are so important,” he explained.
Minister Nusron also highlighted that during his visits to various regions, coordination issues between front desk officers and back office staff were still being found. To address this, integrated training through the Human Resources Development Agency (BPSDM) will be provided, especially for front office staff who interact directly with the public.
Sharing the same view, Director General of Land and Spatial Survey and Mapping (Dirjen SPPR), Virgo Eresta Jaya, stressed the important role of Land Office Heads in ensuring strong internal communication and coordination.
“The Head of the Land Office must align the duties of front desk officers, counter managers, and the back office. If an application is rejected due to certain requirements, everyone must be on the same page,” Virgo explained.
During the coaching session, Heads of Land Offices within the BPN Regional Office of DKI Jakarta presented updates on service performance as well as the challenges they face in the field. The event was also attended by Director General of Land Rights Determination and Registration (PHPT) Asnaedi, Special Staff to the Minister for Strategic Communication and Inter-Institutional Cooperation Muda Saleh, along with senior and administrative officials from the Ministry of ATR/BPN.
Through this initiative, the Ministry of ATR/BPN hopes land services will become more professional, transparent, and truly responsive to public needs.