Public Service Bureaucratic Reform At The One Door Integrated Services Department of Bone District

Abstract

This research aims to identify the implementation of bureaucratic reform, while presenting solutions to improve license management services. The research method used is a qualitative approach with an informative case study that focuses on the Licensing Service Agency in Bone Regency covering several aspects. From an institutional perspective, licensing services have developed into a One Stop Service. However, from the aspect of human resources, employee qualifications do not match the needs of the organization, and employee discipline and responsibility are still low. In terms of systems and procedures, there are delays in completing permits, discrimination and contradictions. This study also confirms the concept of formalism as a characteristic of prismatic society described by Fred W. Riggs. This phenomenon has been confirmed in research as “Regulatory Heresy.” Thus, this research not only identifies the problems of implementing bureaucratic reform, but also contributes to the verification of relevant concepts and theories in the context of this research.