The Move toward Dynamic Governance in Indonesian Public Service - Case Study of the Dynamic Capabilities of the Immigration Office Class I Surabaya Regions in Pasport Service

Abstract

This paper aims to examine the dynamic capabilities of public institution, in order to improve the quality of public services in Indonesia. In doing so, it is based on a research on the capability of the Immigration Office Class I, Surabaya region in the perspective of dynamic governance; and factors that drive such dynamic capability, especially in immigration's core service, namely, passport services. The dynamic capabilities are examined through three criteria namely, thinking ahead, thinking again, and thinking across. Qualitative research method was employed in this research, involving interview, observation, and document analysis. A total of 31 informants were interviewed in this research. The informants were chosen with purposive and snowball sampling, taken from the officersof the immigration office and its affiliation partners for passport services (i.e. staff from Post Office and mass media). This research finds that overall, the Immigration Office Class I Surabaya Regions has move towards dynamic capabilities, and thus dynamic governance. Such movement was driven by the influence of strong leadership roles, supported by the use of information technology. As this research highlights, the strong leadership role has, in turn, created more motivated, and innovative staff (or followers) that eager to initiative change or create various innovations. This is also the realization of thinking ahead criteria. Moreover, the leadership roles has intensified service performance evaluation in the immigration office, and later make the evaluation not only becoming more routine, but also impacted on the changes of various service policies. This is the realisation of thinking again. Finally, this research has observed the realization of thinking across mindset, shown by the staff’s attitude towards their eagerness to learn (or ‘the will to learn’) from others and doing comparative study or sight visit to other immigration office across areas in Indonesia. Ultimately, this research has shed a light to the more fact that Indonesian bureaucracy and institution has move towards dynamic capabilities, and thus, may advance the global competitiveness of Indonesia’s public service.