Regulatory Update: Ombudsman Circular Letter No. 3/2026 on the Use of Artificial Intelligence in Public Service Oversight

by Setyawati Fitrianggraeni and Tiara Amanda Putri

Overview

The use of Artificial Intelligence (AI) has become increasingly essential in the digital era, serving as a key driver to improve administrative efficiency, transparency, and bureaucratic responsiveness. Various studies indicate that AI adoption in the public sector, such as its implementation under the Smart City concept in Bandung through various public service applications,(2) can improve efficiency by up to 65% and accelerate data-driven decision-making processes.(3) However, despite its significant potential, AI implementation also faces systemic challenges, including data security risks, algorithmic bias, and low public trust in the protection of sensitive information.(4)

In response to these developments, the Ombudsman of the Republic of Indonesia issued Circular Letter No. 3 of 2026 (SE 3/2026) to regulate the use of Artificial Intelligence (AI) within the institution as part of the implementation of the Ombudsman of the Republic of Indonesia’s 2025–2029 Strategic Plan, particularly Strategy 6 on strengthening digital public service oversight.(1) The circular letter establishes a framework to safeguard the integrity, independence, and professionalism of Ombudsman personnel, ensuring that the use of technology remains aligned with good governance principles.(3)

 

Key Highlights

• Digital Competency Development and Tiered Supervision
  The regulation requires the improvement of AI competencies and responsible conduct in digital transformation. This applies to all Ombudsman personnel, who must possess adequate digital literacy to use AI effectively and ethically. It is implemented through official AI training modules and technical guidance, with tiered supervision by unit leaders to ensure compliance with ethical standards, codes of conduct, and employee discipline.(4)

• AI as a Supporting Tool, Not the Primary Decision-Maker
  Under SE 3/2026, AI is expressly positioned as a supporting tool to enhance information management and data analysis, and cannot replace human professional judgment. This provision applies to all Ombudsman personnel, who retain full control and responsibility in carrying out public service oversight functions. In practice, AI must not be used to steer conclusions or justify errors, but must operate in line with ethical standards, independence, and objectivity in accordance with modern public administration principles.

• Confidentiality and Personal Data Protection Protocols
  Another key focus of this regulation is the strict obligation to safeguard the confidentiality and security of Ombudsman data and public information under its management. This responsibility applies to all Ombudsman personnel who interact with AI-based systems, aiming to prevent data breaches that could undermine public trust in the institution. In practice, the technical process must apply anonymization, masking, and fictionalization techniques to ensure the protection of sensitive information.(1)

• Mechanism of Verification and Validity
  The regulation requires all AI-generated outputs to undergo manual verification and validation before being used in opinions, investigation reports, or other official Ombudsman documents. All Ombudsman personnel are required to cross-check AI results against official and authoritative sources and to follow the established AI Usage Guidelines. This mechanism aims to mitigate risks of algorithmic bias, misinformation (including technical or medical hallucinations), and data inaccuracies commonly associated with AI systems.(1)

References

1. Surat Edaran Ketua Ombudsman Nomor 3 Tahun 2026 tentang Pemanfaatan Teknologi Kecerdasan Buatan dalam Pengawasan Penyelenggaraan Pelayanan Publik.
2. Safrizal Wildan A, Nunung A, Veranita M, Framesthi DB. Tantangan dan Peluang Implementasi AI dalam Layanan Publik (Studi Kualitatif di Kota Bandung). Jurnal Ekonomi Bisnis dan Manajemen (Eko-Bisma). 2025 Mar 15;4(1):391–403. doi:10.58268/eb.v4i1.153
3. Suriadi H, Muliyono M, Lovita W. Pemanfaatan Teknologi AI untuk Meningkatkan Kualitas dan Responsivitas Pelayanan Publik di Era Digital. Jurnal Media Ilmu. 2024 Dec 29;3(2):107–32. doi:10.31869/jmi.v3i2.6069
4. Komarudin D, Tjenreng MBZ. Peran Kecerdasan Buatan dalam Meningkatkan Efisiensi Pelayanan Publik di Indonesia. Moderat :Jurnal Ilmiah Ilmu Pemerintahan. 2025 May 30;11(2):733–41. doi:10.25157/moderat.v11i2.5225

 

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Tiara Amanda Putri
Growth