IMPROVING PUBLIC SERVICE QUALITY THROUGH THE ESTABLISHMENT OF A LOST AND FOUND UNIT IN POLRI

Losing personal items such as identification cards, wallets, and mobile phones is common in Indonesia. Currently, reports made to the Indonesian National Police (Polri) primarily serve administrative purposes namely, the issuance of a Loss Report Letter rather than facilitating the recovery of lost property. Polri lacks a dedicated unit and standardised procedures for managing lost items, leading to public dissatisfaction and diminished trust in the institution. This study explores the feasibility, organisational structure, and societal implications of establishing a Lost and Found unit within Polri. Employing a qualitative descriptive method, the research draws on literature reviews and comparative case studies of best practices from institutions such as the Singapore Police Force, the UK Metropolitan Police Service, PT Kereta Api Indonesia, and Angkasa Pura. The analysis uses Problem Oriented Policing (POP) and New Public Service (NPS) theories to emphasise proactive problem-solving and citizen-centred service delivery. Findings suggest that implementing a technology-based Lost and Found system, supported by a clear legal framework and trained personnel, could enhance operational efficiency, improve transparency, and rebuild public trust in the police.