Efficiency Of Public Services Research Articles

Transformasi Layanan SIM Nasional Presisi (SINAR) melalui Inovasi Aplikasi Digital Korlantas Polri di SATPAS Colombo Surabaya

The implementation of public services in Indonesia is regulated by Law Number 25 of 2009, namely a series of activities to meet service needs in accordance with regulations for every citizen and resident. This service includes goods, services or administrative services provided by public service providers. In addition, through Presidential Instruction Number 3 of 2003 concerning national policies and strategies for developing E-government, communication and information technology is utilized in government processes to increase the efficiency and effectiveness of government administration. One form of e-government-based public service innovation introduced by the National Police Chief is the National Police Traffic Corps Digital application in the form of the SINAR Service with the aim of providing more effective and efficient public services in the driving license (SIM) renewal process which can be accessed online. The aim of this research is to describe the Digital Application Innovation of the National Police Traffic Corps in the SINAR (Precision National Driving License) Service at SATPAS Colombo Surabaya. This research uses a qualitative descriptive approach. The research results show that: 1) Relative Advantage, This innovation was accepted quickly, even though there were internal challenges related to the applicant's signals and devices. 2) Compatibility, acceptance of innovation is fast, but some people still don't know about SINAR services because socialization is not yet comprehensive. 3) Complexity, innovation is accepted quickly, but there are technical problems such as lag or bugs when uploading photos. 4) Triability, positive and rapid acceptance of the innovation due to internal testing by the development team, Satpas staff, as well as a two-week trial with SIM applicants that successfully identified and fixed problems, ensuring the application meets user needs. 5) Observability, innovation is accepted quickly in society, but there are still deficiencies in data collection on applicant queues by security officers that need to be considered.

Inovasi Kebijakan Publik Melalui Aplikasi Terintegrasi

This research aims to analyze the implementation of public policies through integrated applications, with a case study on the Samarinda Integrated Application (SANTER). The SANTER application is part of the Samarinda City Government's initiative to realize the smart city concept, which aims to improve the efficiency of public services, strengthen transparency, and facilitate interaction between the government and the community. This study uses Edward III's theory of public policy implementation, which includes four main elements: communication, resources, disposition, and bureaucratic structure. The analysis was conducted by collecting secondary data from annual reports, user satisfaction surveys, and news articles related to the implementation of the SANTER application. The results show that effective communication between the government, policy implementers, and the community is crucial to the success of this application. Adequate human resources and technology are also key factors, although there are still challenges in terms of limited resources at the sub-district and village levels. The disposition or attitude and commitment of public officials towards the SANTER application is very positive, as demonstrated by the full support of the mayor and heads of relevant agencies. An efficient bureaucratic structure and good coordination between agencies also played an important role in the implementation of this application.

Artificial Intelligence Chatbots in Action: Optimizing Benefits Enrollment in Public Administration

This article examines the implementation of artificial intelligence-powered chatbots in public sector benefits enrollment processes, focusing on their potential to streamline operations, enhance user experience, and reduce administrative burdens. Through a comprehensive analysis of case studies in healthcare and social security benefits programs, we demonstrate that chatbots can significantly improve efficiency, accuracy, and accessibility in enrollment procedures. Our findings indicate a 30-40% reduction in processing times and a marked increase in application completion rates. However, challenges related to data privacy, system integration, and user acceptance persist. This article contributes to the growing body of literature on digital transformation in public administration by providing empirical evidence of chatbots' effectiveness in benefits enrollment. We conclude that while chatbots offer promising solutions to longstanding issues in public sector service delivery, their successful implementation requires careful consideration of technical, ethical, and user-centric factors. Our study has important implications for policymakers and public administrators seeking to leverage AI technologies to enhance public service efficiency and accessibility

Impact of E-Governance on Public Service Efficiency

This study examines the complex relationship between e-governance implementation and public service efficiency across diverse socio-economic contexts. Through a comprehensive review of recent literature, the research investigates how digital technologies reshape government operations and citizen interactions. The analysis reveals that while e-governance generally leads to improvements in service delivery, cost reduction, and increased transparency, these benefits vary significantly based on factors such as technological infrastructure, digital literacy, and specific service domains. The study challenges assumptions about immediate efficiency gains, particularly in developing countries where initial costs may increase due to the need for parallel traditional systems. The research emphasizes the importance of context-specific approaches, continuous evaluation, and addressing digital divide issues for successful e-governance implementation. These findings contribute to a nuanced understanding of e-governance's impact on public service efficiency, offering valuable insights for policymakers and public administrators navigating the digital transformation of government services.

ANALISIS USABILITY PADA APLIKASI SISTEM PELAYANAN RAKYAT SID`OARJO (SIPRAJA) MENGGUNAKAN METODE HEURISTIC EVALUATION DAN SYSTEM USABILITY SCALE

This study aims to analyze the usability of the Sidoarjo Public Service System (SIPRAJA) application using Heuristic Evaluation and the System Usability Scale (SUS) methods. The SUS results provide an average score of 49.63. The Heuristic Evaluation identifies problems and strengths based on design principles, while SUS quantitatively assesses the application's usability. The Heuristic Evaluation results show that most usability aspects fall into the "poorly functioning features" category, with some aspects such as "Error Prevention" receiving better ratings. indicating that the SIPRAJA application requires significant improvements to enhance usability and user satisfaction. This research provides a basis for improvement recommendations to increase the efficiency and effectiveness of public services through this application.

Analysis of Regulatory Quality, Interagency Coordination, and Institutional Capacity on the Effectiveness of Public Services in Jakarta

This study examines the impact of regulatory quality, interagency coordination, and institutional capacity on the effectiveness of public services in Jakarta. Using a quantitative approach, data were collected from 100 respondents working in Jakarta’s public service sector. A Likert scale (1-5) questionnaire was employed to measure perceptions of the governance factors and service effectiveness, and the data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS 3). The results reveal that all three governance factors—regulatory quality, interagency coordination, and institutional capacity—significantly and positively affect public service effectiveness, with institutional capacity having the strongest influence. The findings highlight the importance of governance reforms aimed at improving regulatory frameworks, enhancing interagency collaboration, and strengthening institutional capacity to ensure efficient public service delivery in Jakarta. This research provides key insights for policymakers to optimize governance systems for better public sector performance.

Transformation of Business Licensing through a Single Submission System on Public Service Efficiency: A Case Study of the Indonesia National Single Window Agency (LNSW)

The Indonesia National Single Window (LNSW) Agency developed a single submission system, namely the Indonesia National Single Window (SINSW) System, as a one-stop submission facility. Before the development of SINSW, the process of applying for business permits in Indonesia was complicated and time-consuming. This is because stakeholders have to process permits directly with various relevant ministries or institutions, causing data repetition and cost and time inefficiencies in the export, import and logistics processes. This research aims to analyze the transformation of LNSW into a one-stop business licensing and management agency through the implementation of SINSW and its impact on the efficiency of public services in exports, imports and logistics in Indonesia. This research also compares the implementation of the National Single Window (NSW) in Korea, Singapore, and Japan. The results of the research are recommendations for improving the efficiency of LNSW services in the future through the adoption of artificial intelligence (AI) via chatbots to handle complaints of slow responses for service users.

Penerapan Teknologi Informasi untuk Mendorong Kemandirian Desa di Era Digital

Village independence is one of the priorities in national development, especially in improving the welfare of rural communities. Information technology (IT) has an important role in speeding up this process, especially in the current digital era. This research aims to implement the application of information technology to encourage village independence, both in economic, administrative and social aspects. The method used is a case study in Village X, with a qualitative approach through interviews, observation and documentation analysis. The research results show that the application of IT, such as village information systems, local e-commerce, and web-based administration applications, is able to increase the efficiency of public services, expand market access for village products, and increase participation in village development communities. Thus, the correct application of IT can be an important pillar in realizing independent villages in the digital era.

Larger, Not Leaner? Agencification and the Size of the Administrative Overhead in Local Governments

ABSTRACTGovernments establish agencies to enhance public service efficiency, aiming to improve government performance. However, agencification makes governments' service delivery more complex by putting service providers at arm's length from governments' control. To retain their capacity to support frontline service delivery, governments may expand their central administrative overhead. Conceptually, overhead constitutes resources available to support primary production processes in the organization, such as managerial coordination and technical support. This study, based on survey and registry data from 296 Norwegian local governments, analyses whether agencification correlates with the size of administrative overhead across political systems. The findings reveal lower central administrative overhead in local governments with higher degrees of agencification, suggesting a challenge in providing central support for an increasingly disaggregated service delivery. Importantly, the study underscores the difficulty governments face in mobilizing adequate resources to achieve their stated goals.

ATUAÇÃO DO GESTOR PÚBLICO NO COMBATE A CORRUPÇÃO

The involvement of public officials in corrupt practices is highly detrimental to public management, as resources that should be allocated to social development are diverted, the efficiency of public services is compromised, and market competition is distorted. Preventing and combating corruption are imperative not only to protect public coffers, but also to ensurepolitical stability and sustainable economic development through state action. Society's intolerance to ethically reprehensible behavior can go beyond public administration, recognizing acts that involve only private individuals as corrupt, and it is important to reflect on strategies that aim to mitigate the effects of this endemic evil, which is corruption. The research achieved its objectives by identifying the challenges faced by public managers, highlighting the need for integrated approaches aimed at public management in order to achieve effective actions regarding the performance of public managers in the face of corruption. The role of public managers in combating corruption is a subject of great importance for public administration and civil society. The overall objective was to evaluate the performance of these managers, investigating the strategies, challenges and contributions to preventing and combating corruption. The methodology used for data collection was bibliographic research, based on the theoretical framework of literature review, selecting and analyzing articles published between 2020 and 2024, using databases that included academic platforms such as PubMed, Scopus, Web of Science and Google Scholar. The analysis of the articles revealed a variety of topics, including debates on legislation, governance practices, compliance, transparency, accountability, among others. The results highlight the complexity of the topic and the need for integrated and effective approaches to combat corruption in the public sector.

Development of the Dukcapil Application In Setia Mekar Village

Technology will develop more and more every year. Many things currently use technology from various aspects, including general elections for government institutions in Indonesia. Data collection on general election participants in Indonesia is still relatively slow because data collection is still used manually and handwritten. The creation of this data collection system involved village government agencies including population administration and civil registration services (Dukcapil). This article discusses the design of the Dukcapil election application in Setiamekar Village which aims to simplify the administrative process and increase the efficiency of public services. The methods used in this design include needs analysis, system design, implementation and evaluation. The research results show that this application can help speed up the administration process, reduce manual errors, and increase public satisfaction.

PACE: Participatory AI for Community Engagement

Public sector leverages artificial intelligence (AI) to enhance the efficiency, transparency, and accountability of civic operations and public services. This includes initiatives such as predictive waste management, facial recognition for identification, and advanced tools in the criminal justice system. While public-sector AI can improve efficiency and accountability, it also has the potential to perpetuate biases, infringe on privacy, and marginalize vulnerable groups. Responsible AI (RAI) research aims to address these concerns by focusing on fairness and equity through participatory AI. We invite researchers, community members, and public sector workers to collaborate on designing, developing, and deploying RAI systems that enhance public sector accountability and transparency. Key topics include raising awareness of AI's impact on the public sector, improving access to AI auditing tools, building public engagement capacity, fostering early community involvement to align AI innovations with public needs, and promoting accessible and inclusive participation in AI development. The workshop will feature two keynotes, two short paper sessions, and three discussion-oriented activities. Our goal is to create a platform for exchanging ideas and developing strategies to design community-engaged RAI systems while mitigating the potential harms of AI and maximizing its benefits in the public sector.

Implementation of the Plavon Program in Population Administration Services

Background: The increasing reliance on technology in public service delivery has led local governments to adopt e-government systems. Specific Background: This study explores the implementation of the PLAVON e-government program in a rural context, addressing the operationalization of such systems in local governance. Knowledge Gap: Existing research highlights e-government frameworks, yet the challenges and successes of community-level implementation remain underexplored. Aims: This research aims to analyze PLAVON's implementation, focusing on standard operating procedures (SOPs) and community engagement. Results: Findings reveal that structured SOPs enhance efficiency and transparency in public services, enabling self-service for citizens. Novelty: This study offers insights into the challenges and strategies of rural e-government implementation. Implications: Results underscore the importance of tailored bureaucratic practices and community involvement, providing valuable lessons for similar programs in rural areas. Highlights : Efficiency: Structured SOPs enhance the efficiency of public service delivery. Transparency: Clear procedures foster transparency in administrative processes. Community Involvement: Active participation of local citizens is crucial for successful implementation. Keywords: E-Government, PLAVON, SOP, Community Engagement, Rural Implementation

OPTIMIZING THE ROLE OF KPM STUDENTS IN DEVELOPING CIAWIGAJAH VILLAGE THROUGH DIGITAL TRANSFORMATION WITH WEB PLATFORM

Two critical innovations that support environmental sustainability and community empowerment are waste processing into alternative fuels and village digitalization through the Internet. Both innovations offer solutions to the problem of waste accumulation while reducing our dependence on fossil fuels. This technology converts organic and inorganic waste into usable energy, such as biogas or RDF. This method can produce cleaner energy sources and reduce greenhouse gas emissions. On the contrary, village digitization through web platforms is a strategic step in increasing access to information, services, and economic opportunities for rural communities. By using this platform, villages can develop local potential, improve the efficiency of public services, and encourage broader digital inclusion. This platform can meet many needs, including village administration management, promotion of local products, and further training and education. The combination of these two innovations demonstrates collaborative efforts to realize sustainable development that combines environmentally friendly technology solutions and digital community empowerment. The results are hoped to improve the quality of life, reduce unpleasant environmental effects, and accelerate economic transformation in rural areas

MENYINGKAP IMPLEMENTASI DAN DAMPAK MODEL NEO-WEBERIAN STATE DALAM REVOLUSI BIROKRASI INTERNATIONAL

This research uses a literature review (SLR) study to investigate the application of the Neo-Weberian State (NWS) model in global bureaucratic reform, with an emphasis on economic, social and health issues. This research aims to provide a comprehensive understanding of the implementation of NWS, critically evaluate its success and provide recommendations for developing government governance and community services. This research applies a five-stage approach by Transfield to review the literature on the implementation of the Neo-Weberian State (NWS) over the past few decades. This review combines results from qualitative and quantitative research that has been published between 2021-2024 in various European countries. The results show that the Neo Weberian State (NWS) can increase efficiency in public services and overcome global challenges, despite facing internal obstacles, limited resources, complex regulations, and shortcomings in accountability and transparency. This research emphasizes the importance of adaptation according to context, capacity building, simpler deregulation, and strict supervision to ensure the effectiveness of the Neo Weberian State (NWS). The participation of government, civil society and the private sector is considered very important in creating new and creative public service solutions. This research outlines how the Neo-Weberian State (NWS) model faces broad challenges in carrying out bureaucratic reform. The NWS improves the quality of public services, addresses internal constraints, and emphasizes contextual adaptation, capacity building, modest deregulation, and strict supervision, which are critical to governance and public services. Although it provides a solution for solving problems in the current era of revolution, additional research is still needed to fully understand its impact and design more effective implementation models.

Application and Impact of Marketing Mechanisms in the Perspective of New Public Management

This paper explores the application and impact of marketing mechanisms within the framework of New Public Management (NPM). It begins by outlining the fundamental concepts of NPM and its differences from traditional public management, highlighting its significance in adapting to the era of globalization and knowledge economy. The paper then analyzes the specific application of marketing mechanisms in China's public sector, particularly in the promotion and optimization of e-government service platforms, demonstrating how market research and data analysis enhance the quality and efficiency of public services. Finally, the paper summarizes the value created by marketing mechanisms for the public sector and emphasizes the necessity of continuous optimization in practice to balance efficiency with equity, and market mechanisms with public interest.

DIGITAL PUBLIC ADMINISTRATION: REVISITING IDENTITY CRISIS FOR THE ADAPTATION OF NEW TECHNOLOGIES

Recent technological advancements have undoubtedly made significant contributions to ensuring the efficiency and effectiveness of public services and preventing red tape. However, as has been examined through artificial intelligence in this study, it has also brought along some questions in the discipline of public administration, especially within the framework of legitimacy and values. Nonetheless, in order to adapt these new technological techniques to public administration in a sustainable way, perhaps paradoxically, previous dichotomies and crises in the discipline may be illuminative. Therefore, the study analyzes the direction of the digital transformation of public administration through politics-administration, fact-value dichotomies and identity crisis. In the study, along with the benefits of digital transformation and especially artificial intelligence applications, their risks for public administration are also discussed in detail. Afterward, the approaches of two leading figures of public administration, Herbert Simon and Dwight Waldo, were revisited in order to provide a framework for a correct approach to identity crises that today's public administration may face with digital transformation. For this reason, the arguments of both names have been put forward through the literature in the study. Then, the question of how to properly adapt professions for artificial intelligence to public administration was answered.

Analysis of knowledge services efficiency and influencing factors of public libraries in China: a mixed study based on the SBM model and dynamic QCA

PurposeThe core objective of this study is to provide an in-depth quantitative assessment of the efficiency of public library knowledge services (PLKS) in China and to scrutinize the factors that have a significant impact on the efficiency of PLKS. Furthermore, this study also aims to examine the characteristics and evolving patterns of PLKS in China and to propose strategies for enhancing the quality of services provided by public libraries. The findings of this paper are expected to provide valuable references for current academic research and practice areas, guiding and promoting exploration and development in related fields.Design/methodology/approachTo analyse and evaluate the operation mechanism and efficiency of PLKS, this study creatively constructs a multi-stage PLKS efficiency evaluation model and provides related indicators. Based on this process, the super-efficiency network slacks-based measure model was used to analyse the efficiency, and dynamic qualitative comparative analysis was adopted to analyse the recipes about the influencing factors of PLKS. Ultimately, through a comprehensive interpretation of the measured data and the integration of extant societal development conditions, the authors put forth relevant recommendations.FindingsIn the first stage, PLKS in China meets the basic requirements, but in the second stage, there is evident resource wastage. In addition, there are five recipes in PLKS of China. These five recipes reveal the configuration relationship between the factors that affect PLKS. The results show that PLKS in China are different in different regions, and the effects of the influencing factors are also different.Originality/valueIn this study, the authors provide an exhaustive deconstruction and interpretation of PLKS, thereby proposing a three-stage PLKS efficiency conversion process. Furthermore, the authors have identified a set of readily accessible and quantifiable indicators. It is worth emphasizing that the authors have taken a unique approach to analyse the elements affecting PLKS from the perspective of configuration, which has significantly broadened the boundaries and depth of PLKS research.

User Satisfaction and Challenges in Plavon Dukcapil Online Services

General Background: The effectiveness of public administration services in Indonesia is crucial as the country transitions to digital platforms. Specific Background: This study examines the online services of Plavon Dukcapil in Rangkah Kidul Village, Sidoarjo Subdistrict, highlighting challenges faced by elderly users in navigating these services. Knowledge Gap: While existing research addresses the advantages of e-government, few studies focus on user satisfaction and effectiveness in rural areas, particularly regarding Plavon Dukcapil. Aims: This research aims to assess the effectiveness of Plavon Dukcapil's online services, focusing on community satisfaction related to service quality, speed, and accessibility. Results: Findings indicate that although service productivity aligns with regulations, efficiency is hindered by incomplete documentation and delays. Community satisfaction is compromised as many residents prefer in-person services over online options. Novelty: This study offers new insights into the operational challenges of e-government in rural Indonesia and highlights the need for improved community engagement. Implications: Enhancing communication and technical support for users, especially the elderly, could significantly improve the effectiveness and satisfaction of Plavon Dukcapil services, fostering better public service delivery in the digital era. Highlights: Digital Transformation: The study emphasizes the role of technology in enhancing public service accessibility and efficiency. Community Preferences: Many residents still prefer traditional in-person services over online platforms, indicating a gap in user experience. Need for Engagement: Improved communication and support for vulnerable populations, particularly the elderly, are essential for increasing online service effectiveness. Keywords: Plavon Dukcapil, Online Services, Community Satisfaction, E-Government, Public Administration

European Trends in Local Public Administration: Adapting to Globalization

The trend of globalization, accompanied by the dynamic development of social systems, places national states in a completely new position, in which institutions and administrative systems must be adapted. Any intervention in the field of public administration reform implies changes in major components, including central administration, local administration and public services. On the other hand, the development of democracy calls for the establishment of a new relationship between citizens and the administration, increasing and strengthening the role of local authorities and reconsidering the partnership with civil society. There are numerous reasons for the structural and functional modernization of the public administration in Romania, starting from the need for more efficient functioning of government institutions to the aspiration to become a member of the European Union. The present study aims to address these aspects, taking into account the impact of the reform measures at the public administration level that have been undertaken recently. Through the coherent and continuous development of the decentralization process in the next period, we will be able to witness the increase in the quality and efficiency of public services, and local administrations will respond to the demands of citizens and local development in an improved way. Keywords: development, Europe, municipalities, public administration