Abstract
This study aims to evaluate the service component standard of the Directorate General of Tax Information and Complaints Service Office and to identify the factors supporting the success of services at the Information and Information Services Office Complaints from the Directorate General of Tax. This study uses qualitative methods through interviews. The results show that there are several service standard components not included in the Information and Complaints Service Office's Standard Standards, namely cost/tariff requirements, infrastructure and/or facilities, implementing competencies, internal control, complaint handling, service guarantees, security guarantees, and performance evaluation executor. However, the Ministry of Finance has further stipulated which components must be included in the Standard Operating Procedures in the Regulation of the Minister of Finance of the Republic of Indonesia Number 131 / PMK.01 / 2015 concerning Guidelines for the Preparation of Business Processes, Decision Making Framework and Standard Operating Procedures in Ministry of Finance environment. Even though it does not meet the components in the Public Service Act it is not considered a problem as long as it fulfills the components in the PMK. Supporting factors for service success begins with determining Strategic Targets and Key Performance Indicators, then supported by activities needed to achieve the targets of each of the Key Performance Indicators.
Highlights
President Jokowi'sfamous for the Nawacita program that has been designed since the campaign period
In carrying out its service activities, it is a must for every public service provider to have service standards
Some service standard components in Law Number 25 of 2009 concerning Public Services, some of which are not included in the Operational Information and Complaints Service Office Standards, are cost / tariff requirements, infrastructure and / or facilities, implementing competencies, internal supervision, complaint handling, service guarantees, security guarantees, and performance evaluators
Summary
President Jokowi'sfamous for the Nawacita program that has been designed since the campaign period. This program is an operational form of one of the cabinet visions of 20142019 under the leadership of President Joko Widodo and Vice President M. Improving the quality of public services is included in the Nawacita priority program namely at point 2, "Making the government absent by building clean, effective, democratic and reliable governance." This is where the role of the State Civil Apparatus is needed in the success of the Nawacita priority program. The big vision of bureaucratic reform is "Realizing World Class Government." The goal is to create a clean and accountable bureaucracy, an effective and efficient bureaucracy, and a bureaucracy that has quality public services
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
