Indonesian Public Service Research Articles

Digital Divided: How Indonesian Public Service Affected?

<span>This research explains how digital divided affects in adopting digital-based public services in Indonesia. One of the problems faced by the government in digitalization is the digital divide. Researchers map digitals divided into the adoption of digital-based public services through literature studies and case analysis in online mass media. Furthermore, researchers look for patterns of approaches and equations in the digital divided on the policy context. This research uses a qualitative approach to analyze secondary data derived and online mass media content. Data collection was carried out through literature studies and data from Indonesia Digital Literacy Index Survey 2022 and BPS to find data related to digital divide and how public service affected. The analysis is carried out at the level of service users and service providers. Based on the results of the study, it shows low levels of digital literacy in Indonesia, especially in terms of digital security. The older generation has the opportunity to improve their quality of life through digital technology, but there is a digital divide that exacerbates social exclusion, especially among the elderly. Minimizing this digital divide requires investment, training, leadership, and building trust among stakeholders to ensure equitable access to digital services.</span>

The mediating effect of data literacy competence in the relationship between data governance and data-driven culture

PurposeThis research investigates the critical role of data governance (DG) in shaping a data-driven culture (DDC) within organizations, recognizing the transformative potential of data utilization for efficiency, opportunities, and productivity. The study delves into the influence of DG on DDC, emphasizing the mediating effect of data literacy (DL).Design/methodology/approachThe study empirically assesses 125 experienced managers in Indonesian public service sector organizations using a quantitative approach. Structural Equation Modeling (SEM) analysis was chosen to examine the impact of DG on DDC and the mediating effects of DL on this relationship.FindingsThe findings highlight that both DG and DL serve as antecedents to DDC, with DL identified as a crucial mediator, explaining a significant portion of the effects between DG and DDC.Research limitations/implicationsBeyond unveiling these relationships, the study discusses practical implications for organizational leaders and managers, emphasizing the need for effective policies and strategies in data-driven decision-making.Originality/valueThis research fills an important research gap by introducing an original model and providing empirical evidence on the dynamic interplay between DG, DL, and DDC, contributing to the evolving landscape of data-driven organizational cultures.

Symphony of Digital Public Service Innovation in Indonesia: Evidence from Indonesia Public Service Innovation Competition 2014-2022

Investigating digital public service innovation in Indonesia is essential for improving practical applications and developing a unified theoretical understanding of digital innovation in the public sector. This research is particularly relevant in the global conversation about digital progress in both developed and developing nations. Indonesia's situation is uniquely instructive for several reasons: At the macro level, despite ambitions to become a digital economy, Indonesia faces the challenge of low internet penetration. At the meso level, governmental goals to digitize public services are hindered by unclear integration strategies within bureaucratic systems, revealing a gap between policy and execution. At the micro level, the need for digital literacy in the public sector is evident, but Indonesian civil servants currently fall short of the required standards, highlighting an urgent need for skill development. This study is crucial not only for enhancing local practices but also for contributing to a broader understanding of digital transformation in the public sector across different stages of national development. The research methodically reviews and maps digital public service innovation within the Indonesian context, employing a best practices approach and using the PRISMA flowchart for content analysis. Data was sourced from the Kemenpan-RB database on the Public Service Innovation Competition (KIPP) from 2014-2022. This database is a primary source of information on Indonesian Public Service Innovation and is noted for its reliability. The findings reveal a diverse range of strategies that balance interactivity with information delivery, internal efficiency with external engagement, and collaboration with self-reliance, providing a comprehensive view of the current state and potential future of digital public service innovation in Indonesia.

The Nexus of Teamwork, Communication Competence, and Employee Performance: The Mediating Role of Employee Competence

Purpose - This paper aims to explore how employee performance is impacted by factors such as teamwork, communication competence, and employee competence in several countries and industries. Currently, there is no existing literature that acknowledges aspects related to teamwork, communication competence, and employee competence impact on employee performance within the context of a Indonesian public service organization.
 Design/Methodology/Approach - The study employs a quantitative method using a path analysis model. This study involved the analysis of data from 205 employees working in a public service organization. The reliability and validity of the questionnaire items are conducted via Kaiser-Meyer-Olkin (KMO) analysis, and the related hypotheses are tested using the path analysis model.
 Findings - The results showed the positive impact of teamwork, communication competence, and employee competence on employee performance. Additionally, employee competence mediated the influences of teamwork and employee performance. Also, employee competence mediated the impacts of communication competence and employee performance.
 Research Implications - The research was conducted within a specific Indonesian public service organization, making it challenging to apply the findings universally across various sectors and international contexts. The results of the research hold the promise to assist leaders within public service organizations in creating approaches that enhance the skills of employees. This involves designing impactful human resource development initiatives and boosting the employee capacity to reach the organization’s intended aims and objectives. The study is new in its effort to bring together four frameworks to create a novel performance model explaining the importance of teamwork and communication competence with employee competence and employee performance.

Decision Making Performance of Business Data Analytical Capabilities: The Mediating Effect of Analytics Competency

This research study investigates the mediating influence of analytics competency (AC) on the relationship between business data analytical capabilities (BDAC) and decision-making performance (DMP). Using a quantitative approach, 167 managers with experience and competence in using data in Indonesian public service sector organizations were empirically evaluated. Structural Equation Modeling analysis was applied to examine the impact of BDAC on DMP and mediating effects of AC on this relationship. The results demonstrate that BDAC and AC significantly influence DMP, and BDAC significantly affects AC. Notably, AC was identified as a complementary mediator in the relationship between BDAC and DMP, explaining the majority of their effects. These findings suggest the significance for organizational leaders and managers to develop plans that nurture BDAC and the use of AC to maximize the business's utilization of big data. Thus, organizational leaders and managers can determine the policies and strategies needed to extract value from data, determine the direction of the organization in data-driven decision-making, thereby building better and faster decision quality through AC and BDAC. Moreover, the study highlights opportunities for future studies, including comparative analysis across different organizations, experimental research on AC and DMP, and the application of concurrent or sequential mixed methods to explore context and process relationships among variables.

Predicting turnover intention in Indonesian public organisations: investigating the effect of citizen and workplace incivility, and job insecurity

PurposeThis study aimed to investigate the effect of citizens' uncivil behaviours on the turnover intention of public service personnel. It tested the moderated mediation role of job insecurity and workplace incivility. The conservation of resource (COR) theory was employed to explain the public service personnel's reactions to resource loss threats and the desire to conserve the remaining resources.Design/methodology/approachA longitudinal quantitative study design was used with a moderated mediation regression technique. Data were collected from 235 full-time public service personnel from five Indonesian public service organizations. The organizations included higher education, regional government institutions, and health, tourism, and transportation departments. All measures were valid and reliable for study purposes.FindingsThe citizen incivility's effect on turnover intention was mediated by job insecurity and moderated by workplace incivility. Citizen incivility positively influenced job insecurity only under high workplace incivility. Therefore, citizens' uncivil behaviours could not increase public service personnel's job insecurity and turnover intention without high workplace incivility.Originality/valueThis study contributes to the literature on citizens' incivility as a source of social stressors in Indonesian public organizations. The findings showed that citizens' hostile behaviours impact public employees' job insecurity only through workplace incivility.

The Effectiveness of Public Services in Realizing Good Governance

Public service is one of the strategic issues in Indonesia because it involves basic needs that must be obtained by society and in its implementation there is interaction between public service providers and the society. Public service can be the benchmark for the success of the performance of the governments, and good governance can be implemented. This research aims to observe and provide solutions in the implementation of public service on Investment and Integrated One Stop Service of (IIOSS) Bali Province to realize good governance. Qualitative descriptive research methods with inductive approaches are used. The data was obtained through interviews, the data was then processed using triangulation methods such as data reduction, data presentation then drawn conclusions. Based on the research results, The quantity and quality of output of IIOSS Bali Province met the 2022 Indonesian Public Service Standards, IIOSS Bali Province Using the online system saves time, simplifies the service process and provides more transparency of information flow to public service recipient, IIOSS Bali Province able to adapt well in response to internal and external changes, by developing a website-based digital service called PRESTISE (Electronically Integrated Licensing), IIOSS Bali Province providing training to the employees the use of technology also Community Satisfaction Survey with service recipients selected as respondents showing score of 93,680 (A-level Quality Service). In conclusion, the effectiveness of Public Services at the Bali Provincial Investment and One-Stop Services Office in realizing good governance has been going well and in line with good governance principles.

Indonesian Public Service Innovation Trends: An Analysis Based on Public Service Innovation Competition Top Innovations 2014-2019

In the last few years, Indonesia and many other countries have been increasing their innovations. As an appreciation of the implementation of innovations carried out by Government agencies, in 2014, the Ministry of State Apparatus Empowerment and Bureaucratic Reform began to hold the Public Service Innovation Competition (KIPP). The purpose of the studies is to describe the trend of public service innovation in 2014-2019 based on the innovators, innovation categories, and sectors. The archival method is used to analyze top public service innovations from the KIPP annual event held by the Ministry of State Apparatus Empowerment and the Bureaucratic Reform Republic of Indonesia in 2014-2019. Furthermore, the innovation data were filtered based on the innovators and focused on innovations from Ministries, Government Institutions, and Regional Governments, while the innovations initiated by state-owned companies were excluded. Finally, the data were analyzed based on three keywords: innovators, innovation categories, and sectors. The results showed that based on innovators, the Provincial Government group is the most innovative agency, followed by the Ministry and the Municipal Government. In terms of innovation category, it was found that technological innovation dominated top public service innovation, followed by process innovation and product/service innovation. Finally, in the sector keywords, it can be seen that the health sector is leading the innovation creation, followed by the agriculture/plantation/livestock sector and the environment and forestry sector.
 Keywords: innovation, public sector, public service

Analysis of Indonesian Public Service Issues in The New Era based on Public Administration Perspective

Public trust is an important variable in improving public services. However, the existence of unhealthy protests and demonstrations indicates the current bad public services. This study aims to analyze the issue of public services in Indonesia in a new era from an administrative perspective. The research method used in writing this scientific article is to use the method of literature study (library research) using qualitative and descriptive analysis. The New Public Service and Good Governance perspective is considered the most appropriate to answer the current condition of public service problems in Indonesia. This is supported by a more democratic political situation and open government. To effectively implement this point of view, it can be implemented using various models such as the Citizen Charter model, the KYC (Know Your Customer) model, and the Mobile Government model.

Local Government Public Service Quality Innovation in Bengkulu City: A Case Study of SAMSAT VIRTU Application

Public Service Innovation enables governments to innovate in the design and delivery of public goods and services. However, it needs careful planning, leadership, and stakeholder coordination. In addition, officers in the public sector must learn to detect social and aspirational challenges. On the other hand, research into public service innovation efforts has only made a limited effort. It means that Indonesian public service innovation, particularly those acknowledged and assessed by the Ministry of Administrative Reform, has received less elaboration. This study aims to describe and provide an overview of an innovation in public services in the field of motor vehicle tax payments called SAMSAT VIRTU. This study was designed using a qualitative approach through the descriptive method by utilizing the two data sources, including primary data collected from interviews and secondary data used via library research. In addition, quality services theory consists of five crucial elements: tangible, reliability, responsiveness, assurance, and empathy are studied. The study results indicate that the public service innovation practice carried out by the Bengkulu Regional Government is considered quite successful. It can be seen from the enthusiasm and response of the people who come to get services at SAMSAT VIRTU. This study concludes that Public Service Innovation is a necessity carried out by government administrators in Bengkulu city to improve the quality of public services. Theoretical policy implications are related to the local government's capacity to develop Innovation, which three main strategies that affect the ability of government organizations to innovate, namely, leadership credibility; strong management teams; and Governing board functioning. The practical implications are a grand national design regarding government innovations related to the implementation of the main functions and tasks of government, namely the function of public services and public goods delivery.

An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy

The concept of Good Governance through involving the active participation of the community in the process of making and implementing policies in the reform era and public openness is a demand for government administration to realize bureaucratic reform. Public services quality is one indicator to determine the realization of this concept. This essay aimed to analyze decision-making-theories in Indonesia public service reform concerning instrumental, cultural, and neo-institutional theories through Public Service Complaint Management Policy implemented by the Indonesian Ministry of Apparatus and Bureaucratic Reform since 2018. This essay also intends to recognize the challenges of this policy and the pattern of Indonesian bureaucratic reform policies in improving the quality of public service. After analyzing instrumental, cultural, myth, and isomorphism approaches in Indonesian public service complaint management policy, hybrid organization form showed by the public organization when adapting old public administration, NPM, and post NPM for realizing accountable public service governance. A combination of vertical and horizontal specialization showed during the formulation and implementation of this policy. While some public organizations often use mythical and isomorphism and rely on path-dependency towards Javanese culture and strong hierarchy in bureaucracy. Those decision-maker theories in the organization are various aspects of the Indonesian Public Service Complaint Management Policy.

Causal Loop Diagram for Better Understanding of Customer Satisfaction in The Indonesian Public Service

In Indonesia, public service providers were mandated to measure consumer satisfaction in improving the quality of their services. It could help the organization to establish the priority of areas that need to be improved. On the other hand, the customer satisfaction index is frequently analyzed using a linear thinking technique, in which an event is continuously seen from a particular point of view, perhaps leading to policies that are contrary to what the customer expects. This research aimed to adopt a more systematic approach for better understanding the structures that generated customer satisfaction, so the various policies could be designed to address the problems that arise. A causal loop diagram (CLD) was used to describe the feedback structure of interrelationships among variables, allowing for identifying the structure that generated customer satisfaction. The structure showed how customer satisfaction was formed and how it affected other variables. The conceptual CLD is a mental map constructed to highlight various cause-and-effect interactions and to disclose some relationships between customer satisfaction variables that are important in policymaking related to customer satisfaction.

The Influence of Leadership Style, Work Discipline, and Organization Commitment on Employee Performance: Case Study on Indonesian Public Service

If an organization or business wants to progress or develop, it must have qualified employees. This study uses quantitative techniques combined with descriptive analysis. Primary and secondary data are offered in this study. Preliminary data were collected in the field. The primary data source is a questionnaire distributed to respondents, while the secondary data source is information on the profile of the Indonesian Public Service. Probability sampling is used in this study. The technique used is the random sampling technique. The sample size for this study was 120 respondents. The test used to analyze the results of this research data is SEM analysis. In the Indonesian Public Service, leadership style, work discipline, and organizational Commitment all have a positive and significant effect on job satisfaction. In the Indonesian Public Service, leadership style, work discipline, and job satisfaction all have a positive and significant effect on employee performance, but organizational Commitment does not have a positive and significant effect on employee performance. In the Indonesian Public Service, leadership style, work discipline, and organizational Commitment positively and significantly affect employee performance as measured by job satisfaction.

ENGAGING PEOPLE, ENABLING TECHNOLOGY: CITIZEN’S PERSPECTIVES ON ANTI FRAUD MEASURESIN THE INDONESIAN PUBLIC SERVICES SECTOR

This research aims to synthesise citizen’s perspectives on anti fraud measures that are currently implemented in the Indonesian public services sector. In this sector, various measures to eradicate fraud/corruption have been initiated by the government despite the fact that such practices are still apparent. Two research questions were proposed; first, what are Indonesian citizens’ perspectives on the anti fraud/corruption efforts implemented by the government, in the Indonesian public services sector during the last three years? Second, according to their perspective, which approach on anti fraud/corruption measure that is considered as the most effective way to eradicate fraud and corruption?. Using questionnaires, the research collect responses from 188 respondents – Indonesian citizen older than 21 years old - in 5 cities in Indonesia. The respondents perceive that despite of its low improvement on corruption level, as reflected by the Corruption Perception Index (CPI) score, the anti fraud/anti corruption measures implemented in the Indonesian public service sector are well progressing. The research also reveals that despite of currently low public participation in anti fraud/anti corruption measures, three factors i.e. consistent law enforcement, engaging public participation and implementing information and communication technology (ICT) are perceived as the most effective measures in anti fraud/anti corruption effort. Understanding the importance of those avenues will provide imperative emphasis in designing, formulating and evaluating anti fraud/anti corruption measures, particularly in the Indonesian public services sector. This will in turn provide necessary support for the government to achieve a positive and sustainable economic growth.

The landscape of public service innovation in Indonesia

PurposeThe purpose of this paper is to provide a comprehensive analysis of Indonesia’s public service innovation drawn from the top 99 nominees of the national competition for public service innovation from 2014 to 2016.Design/methodology/approachTo answer the research question, this study applied archival research as a research strategy. A documentation method was conducted to collect the data. Using content analysis aided by NVivo 11 this study analyzes the following themes: implementing agencies, innovation types, innovation goals, innovation outcomes, policy sector in which innovation implemented and geographical perspective.FindingsThe public service innovation in Indonesia from 2014 to 2016 were dominated by local government and process innovation in which designates to the amalgamation of technological and administrative dimensions of innovation. The most occurrence outcomes were aimed to tackling societal problems in the health and education sector. Whilst in the geographical perspective, big portion of innovation were taking place in Java Island.Research limitations/implicationsThe result of this study is mainly based on secondary data drawing from public service innovation competition held by the Indonesian Ministry of Administrative Reform. Consequently, the result is limited to provide a mapping feature and trends of innovation. Future research may use more extensive samples (not only sourced from the nominees but also all submitted initiatives) to obtain more representation of public service innovation in Indonesia.Practical implicationsGiven the fact that lack of collaboration between public and private actors, the government needs to consider on designing strategies and policy direction to foster collaboration in public service innovation.Originality/valueThis research offers a comprehensive analysis on Indonesian public service innovation. Methodologically, the research introduces archival research as one of the alternative research strategies on public sector innovation scholarships.

E-Government And E-Governance: Can Its Improve Indonesian Public Service Deliveries?

E-government becomes strategically importance and interesting in Indonesian public service deliveries. As many Indonesian use smart phones. However, e-government and e- governance in Indonesia are still need to be improved. Meta data as the fourth stage of e- government is far way to go. Most of Indonesian e-government is still in the first stage, namely information stage. E-governance is the decisions are need to be made and implement well in e-government ‘s implementation. E-governance needs strategic thinking in processing and implement it.There is still lack of coordination in Indonesian e-governance.

Political economy of sport broadcasting: Assessing Indonesian PSB policy in sport broadcasting

The increasing presence of sport broadcasting on public service broadcasters in Indonesia is driven by a mixture of interests. It may serve as a tool for education and entertainment as well as for increasing awareness of ‘symbolic nationalism’. Sport can also be used as a soft political campaign in the electoral system or even for pragmatic business purposes. This article assesses the sport broadcasting histories and policies of two Indonesian public service broadcasters: Radio of the Republic of Indonesia, and Television of the Republic of Indonesia. It assesses two political periods: the authoritarian period (1966–1998) and the transition towards a more liberal system (1998-present). Furthermore, this article critically examines both the political and economic interests behind the mediated sport policy. In addition, it intends to fill the gap in studies on sport policy, specifically public service broadcaster sport programming in transitional states. This study found that a change in the political structure resulted in unstable policies of sport broadcasting in Indonesian public broadcasters.

IMPLEMENTING THE BSC APPROACH IN RESPONSE TO STRUCTURAL POLICY CHALLENGES IN INDONESIA: A CASE STUDY OF THE MINISTRY OF FINANCE'S LEADERSHIP PERSPECTIVES

One tool used for strategic performance management in the public sector organisations is the Balanced Scorecard (BSC) approach. The BSC can assist the definition of comprehensive strategic objectives, better key performance indicators and improved organisational performance outcomes. The BSC system not only promotes synergy and alignment of strategies among that of departmental and functional units, but also it promotes strategic communication for decision-makers to sustain high organisational performance outcomes. Based on the leadership accountability framework as a means to analyse the process of improving and sustaining public sector performance outcomes, this study also found that four key elements contributed to the successful implementation of the BSC to improve and sustain public sector performance: leadership effectiveness, strategy and HRM "fit' management, balanced performance management system and performance governance. Moreover, the research supported the hypothesis that strategic leadership is a necessary condition for the implementation of new and complex performance management tools in the Indonesian public service and for sustaining the performance improvements created by tools such as the BSC.

Women Career Advancement in Public Service: A Study in Indonesia

There are lots of facilities provided by the Indonesian public service to the Muslim women public servant to ease the effect of working on their families such as child care, job sharing, flexible hours, longer maternity leave and working from home. On top of that, policies available that support the women are treating them with the same trust and confidence, giving them the same assignment, paying them comparable salaries as men and not to relocate them for the sake of career advancement. It is found out that the factors that contribute to their career success were experience, education, seniority, interpersonal skills, ability in tackling superiors, commitment and dedication, support from superiors, colleagues and family and leadership styles. On the other hand, they believe that there are some factors that hinder them from career advancement which are preference for family, limited access to professional training, personality, lack of leadership charisma, lack of confidence, society expectation, gender bias, lack of qualification; power; prestigious developmental assignments and informal network, no mentoring system, low self esteem and not taken seriously. They believe that Muslim women are capable in leading organizations as physical inferiority compared to men is not a factor in their religion. In fact, they should be obeyed and respected as men as their religion does not prohibit them to be the leader of men in general. This is due to gender is not a factor but their capabilities are. Moreover, Indonesian Muslim women public servants are more concerned of their staff. However, family is more important than their career. Thus, these Indonesian public servants believe that Muslim women should assist their family financially if the husbands are unemployed or terminally ill. Majority agreed that they have good prospects for promotion in their departments. Hence, they would apply promotion in the next three to five years. In order to get the promotion, they are willing to devote their time to advance in their career such as to further studies, perform abilities, attend courses, develop network with management or change leadership style. Majority of them would also like to adjust their career aspiration if they are unsuccessful in their career advancement. However, only one of them would like to leave the organization.

Bridge Engineering Training Course for Indonesian Engineers

A full-time, 15-week bridge engineering course has been planned and is being implemented at tha University of New South Wales in Australia to upgrade the technical skills of some 60 mid-career bridge design and construction engineers from the Indonesian Public Service. This course was planned to ensure the relevance of the training to the needs of the engineers involved in an extensive bridge program currently being undertaken in Indonesia. This paper presents in detail the design and implementation of this course. The steps involved in identifying the need for such a couirse, the evaluation of resources required both within Indonesia and Australia, and the contents of the course are discussed. As well, the various methods for instruction and assessment of the engineers are presented.