BUREAUCRATIC BEHAVIOR AT THE LICENSING SERVICE OFFICE IN THE INTEGRATED LICENSING AND INVESTMENT OFFICE OF MAKASSAR CITY

Abstract

This study addresses issues related to bureaucratic behavior, specifically examining the cultural, design, and structural aspects, as well as the aspects of organizational human resources policy in the context of licensing service practices at the Integrated Licensing and Investment Office in Makassar. Employing a descriptive research approach with a qualitative case study method, data collection involved in-depth interviews with various informants, direct observation at the research site, and a review of relevant documentation. The findings indicate that in terms of organizational culture, there is a perceived inclination towards a culture similar to other government agencies. Additionally, organizational culture is influenced by cultural acculturation or external factors, especially if it benefits the organization, such as through regular daily and monthly meetings. In the aspects of structure and design, the work organization is formally divided and grouped into service counters and technical teams, reflecting a design identical to mechanical organizational design. Regarding human resources policy and practices, special attention is needed, particularly in addressing issues such as inappropriate employee recruitment and the capacity building of personnel, which is still awaiting an invitation from the central government. The study also emphasizes the importance of maximizing the IKM Survey (Community Satisfaction Index) for comprehensive insights.