Good Governance in Education Department Indonesia: Balanced Scorecard Framework

Abstract

The main objective of this study was to find a framework for good governance in the education department using the balanced scorecard model. The method used qualitative research with an evaluation model. Data were collected through the process of observation, interviews and documents. The data were analyzed through the process of data reduction, data presentation and concluding. The results of the study found that governance at the education office in East Kalimantan was good from the aspect of stakeholders, internal processes and financial management. The improvement that must be done is in customer service. The concept of satisfaction from parties outside the education office is an important item for improving stakeholder services. In addition, the complaint website must be made clearer through the standard operating procedure flow. So, it can be concluded that the aspect of good governance has been realized in the management of the education office. The recommendations given to the education office in East Kalimantan are the concept of transparent performance appraisal, development of information and communication technology.