Abstract
Public service quality has always been a problem in all government lines. This is even more pronounced when it is linked to the government's obligation to provide the best services for its people. This condition is also experienced by Bonebone Village, which feels the need to improve the problem of citizen complaint services. Various challenges and obstacles overshadow the process of finding solutions, but the tenacity of the Bonebone Village Head to innovate has yielded equal results for improving the governance of the village government. This study explores the transformation of public services in Bonebone Village through the "MALAPEAKA Innovation". Through a qualitative-descriptive approach, data/information were collected which were then analyzed using the interactive data analysis technique of Miles dkk. The results of the analysis show that the implementation of the MALAPEAKA Innovation has changed the governance of the public service field in Bonebone Village. The complaint service procedure becomes more practical, meaningful, accountable, and transparent, and felt its usefulness to the last beneficiary in the community. The innovation also contributes to the growth of the responsibility and accountability of the village staff, building public awareness, and even opening up space for public involvement in maintaining service quality. Challenges in the implementation of the innovation were also revealed, including limited resources, the absence of policies that form the basis for the implementation of village innovation, and the lack of public awareness to provide suggestions for improving service quality. Recommendations are addressed to the Mayor of Baubau to prepare the Baubau Mayor's Regulation that stimulates innovation. Bappeda Kota Baubau as the planning and budgeting unit of the local government can provide a special activity budget (MAK) for village innovation so as to encourage villages to innovate to improve the governance of the government in their area. Specifically, Balitbangda Kota Baubau stimulates the creation of innovation through education, advocacy, and assistance in the creation of innovation by each regional apparatus so that there is an improvement in the performance of the implementation of local government, especially public services at the village level.
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 callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
