Abstract
This study aims to analyse public service transformation from One Stop Integrated Service (PTSP) to Online Single Submission (OSS) model. The study was conducted at The Office of Investment and Integrated Services (DPMPTSP) Magelang Municipality. Using case study as a research strategy, the data was collected from in-depth interviews and documentation. The data were analysed using taxonomic analysis techniques. The results show some changes in several dimensions of services such as data input, service focus, issuing business licenses process, service systems and the time needed in the licensing service process. From the functional-structural theory perspective, service transformation from PTSP to Online Single Submission at The Office of Investment and Integrated Services Magelang Municipality underwent due to regulations from the central government with the aim of accelerating and facilitating business services. However, the licensing application system integration has not been running well due to application system transition. Thus, the service transformation process from manual to online should pay attention to the integration of the old system into the new one.
Highlights
Public services according to Sinambela (2008) is any activity undertaken by the government to serve human needs and offer satisfaction to the citizens
In the process through One Stop Integrated Service (PTSP) service, data input is done by the service staff
After the existence of the Online Single Submission service System, the input of data is done by the business actors
Summary
Public services according to Sinambela (2008) is any activity undertaken by the government to serve human needs and offer satisfaction to the citizens. This service activity is organized by the government, both the central government, provincial and regency/municipality according to the level and type of services respectively. This mechanism is regarded as multilevel governance system in public service delivery. Indonesia has a total of 54.81 points, while Singapore 100, Malaysia 76.44, and Thailand 66.83 This ranking shows that public service conditions in Indonesia still need to be improved
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