Abstract
The objective of this descriptive qualitative research is to explore and to analyze the institutional problems in regional public services. It employed direct observation and interview focusing on the issues of the regional public service institutions. This study was conducted at One-stop Administration system (henceforth called Samsat) in Gorontalo City. The results show that the implementation of the services is carried out according to the standard operation of the services, ranging from the procedures, work duration, service products, and innovation. Nevertheless, the problems surrounding the institution are inevitable. The issues revolve around a) the system and organization of the implementation, b) limited qualified human resources, c) lack of facilities and infrastructures, as well as d) the service strategy.
Highlights
A government plays a significant role in providing quality public services to the society (Janita & Miranda, 2018; Sá, Rocha, & Pérez Cota, 2016; Sharma & Mishra, 2017; Wirtz, Weyerer, & Schichtel, 2018)(Nilwana, Akib, Rusdi, & Tahmir, 2015; Sunusi, Makmur, Tawe, & Tahir, 2014)
This notion has been constituted in the Act Number 25 of 2009 considering the Public Services Article 1
The regulation signifies the task of the public services is to ensure its work quality to serve the community (Akib & Ihsan, 2017; Batley & Mcloughlin, 2015; Caloghirou, Protogerou, & Panagiotopoulos, 2016; Kunda, Akib, Tahmir, Malik, & Arifin, 2015; Ocampo et al, 2017; Van Gobel, Akib, Tahmir, & Made, 2015)
Summary
A government plays a significant role in providing quality public services to the society (Janita & Miranda, 2018; Sá, Rocha, & Pérez Cota, 2016; Sharma & Mishra, 2017; Wirtz, Weyerer, & Schichtel, 2018)(Nilwana, Akib, Rusdi, & Tahmir, 2015; Sunusi, Makmur, Tawe, & Tahir, 2014). The one-way administrative system office of Gorontalo City distributes the tasks and authority of the regional tax revenue to optimize the Local own-source revenue, including a) vehicle tax administration by regional financial department (Badan Keuangan Daerah or BKD), b) the receipt of retribution by criminal investigation of regional police office (reskrim polda), c) the payment of Compulsory Contribution to Traffic Accident Insurance Fund by Jasa Raharja insurance (SWDKLLJ). These three institutions are integrated into one site to enhance the efficiency, i.e., maximizing professional, quality services and promoting accountability. Several approaches that have been attempted are a rejuvenation in sectors, such as system and strategy of services, facilities, and infrastructures (including technology innovation), capacity enhancement (development of human resources), and developing the performance of institution as the public service provider in committing to create a better change
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