Licensing Services Research Articles

Legal Certainty of Business Licensing Integrated Electronically in Investment Licensing

To drive the national economy, investment is one of the factors that continues to be developed by the Indonesian Government. Various efforts have been made by the Government to encourage both domestic and foreign investors to invest in Indonesia. One of these efforts is to build a new electronic-based licensing system. Based on PP Number 24 of 2018 concerning Electronically Integrated Business Licensing Services or often referred to as OSS, licensing services are becoming easier. Through the OSS system, licensing for business and investment is increasingly simplified. Through the OSS system, it is hoped that legal certainty for investing and doing business in Indonesia will be realized with certainty of requirements, certainty of time periods, certainty of costs incurred and certainty of licensing procedures. It is certain that these permits must be able to provide comfort for business actors, avoiding overlapping permits, abuse of authority or corruption from licensing holders. Business and investment permits must provide certainty of fulfillment of predetermined procedures and requirements so as to avoid disputes and lawsuits in court. With the issuance of Law Number 11 of 2020 concerning Job Creation (UUCK), it has further strengthened OSS as a business and investment licensing service system while realizing legal certainty and legal protection for investors in Indonesia.

Optimalisasi Pelayanan Perizinan Berusaha melalui Online Single Submission (OSS) oleh DPMPTSP Kota Padang

This research aims to examine the implementation of business licensing services through the Online Single Submission (OSS) system implemented by the Investment and One-Stop Integrated Service Office (DPMPTSP) of Padang City. In addition, this research also examines the obstacles faced and solutions applied in optimizing business licensing services. This research is descriptive in nature using qualitative methods. The data sources used are primary data in the form of interviews with the DPMPTSP of Padang City on November 15, 2024 and secondary data derived from laws and regulations and related literature. The data analysis technique was carried out deductively, by reviewing the implementation of the OSS system based on applicable regulations. The results showed that the implementation of business licensing services through OSS by DPMPTSP Kota Padang was in accordance with Government Regulation Number 5 of 2021 concerning the Implementation of Risk-Based Business Licensing. OSS provides convenience in the licensing process, which is efficient and electronically integrated. However, the implementation of this system still faces a number of obstacles, including a lack of public understanding, limited access to technology, uneven internet network quality, and technical disruptions due to the transition process to OSS-RBA (Risk-Based Approach). To overcome these obstacles, the DPMPTSP of Padang City provides direct assistance services, education to the community, and intensive coordination with the central government to improve the performance of the OSS system. The results show that although OSS has had a positive impact on the business licensing process in Padang City, optimization of services is still needed to achieve the goal of a more inclusive and competitive bureaucratic reform.

Empirical Reality versus Theoretical Framework: Street-Level Bureaucrats' Behavior in Driver's License Services at Pinrang Police Resort, Indonesia

This study investigates the behavioral dynamics of street-level bureaucrats (SLBs) in the driver's license (SIM) service at the Pinrang Resort Police (Polres Pinrang) in Indonesia, juxtaposing empirical findings with Michael Lipsky's seminal theory of street-level bureaucracy. Employing a qualitative phenomenological methodology, the research seeks to elucidate the influence of working conditions on SLBs' behavioral patterns and the consequent impact on public service quality. Data were collected through semi-structured interviews with SLBs and service recipients, non-participant observations, and document analysis, then subjected to iterative thematic analysis using interactive model. The findings reveal notable divergences from Lipsky's theoretical propositions. SLBs at Polres Pinrang encounter reduced ambiguity in policy objectives and performance evaluation, attributable to effective communication channels, comprehensive standard operating procedures, and a robust performance appraisal system. Despite resource limitations and escalating service demands, SLBs exhibit adaptability in delivering responsive services through access rationing strategies, task routinization, and collaborative partnerships with interdepartmental units and community stakeholders. Contrary to the nonvoluntary client interactions posited by Lipsky, SLB-SIM applicant engagements are characterized by enhanced humanization and responsiveness. Nevertheless, Lipsky's theoretical insights maintain relevance in the broader landscape of public service provision. The study underscores the criticality of striking a balance between procedural adherence and client-centric responsiveness to optimize service quality.

Strategy for Adapting Licensing Services with the Online Single Submission Risk Based Approach (Oss-Rba) System in Madiun Regency

The Industrial Revolution 4.0 is changing human lifestyles, including digitally transformed ways of connecting and working. This opens up great opportunities for Indonesia and the government to innovate in carrying out their duties, with the hope that information technology can accelerate e-governance and technology-based public services. One of the initiatives resulting from this effort is an electronically integrated licensing system, Online Single Submission Risk Based Approach (OSS-RBA). However, the initial inspection of the Madiun Regency DPMPTSP on January 17 2023 showed problems in processing business permits online through OSS-RBA. When people face problems such as internet network disruption and system problems, they have to return to the service office. This research aims to find strategies for adapting OSS-RBA licensing services in Madiun Regency with a focus on improving internet-based performance and efficiency. The methodology includes situation analysis, e-governance requirements, and literature research on OSS-RBA in other areas. Obstacles such as the lack of integration between service systems which slows down the licensing process are also a concern. Adaptation strategies are proposed, such as improving internet network quality, system integration, and updating OSS-RBA. It is hoped that this strategy will increase the effectiveness of online licensing services and can be adopted in other regions in Indonesia. The conclusions of this research provide guidance for Madiun Regency DPMPTSP to improve online licensing services, supporting the growth of business actors in the region.

Designing a Knowledge-Based Chatbot to Elevate Business Licensing Services in Indonesia

The business licensing process in Indonesia often faces several challenges, including lack of information, unstable system, complicated procedure, and slow response to complain. These issues can hinder economic growth and limit access for businesses. This research aims to design a knowledge-based chatbot to elevate business licensing services in Indonesia. The proposed chatbot will utilize natural language processing (NLP) technology and a structured knowledge base to provide accurate information, assist in form filling, and offer step-by-step guidance to users. This research employes a User-Centered Design (UCD) approach to ensure that the developed chatbot meets the needs and preferences of its users. The research stages involve user requirements analysis, UML design, system design, and iterations based on feedback obtained. Data will be collected through questionnaires, interviews, and literature studies. Leveraging the proposed architecture, we demonstrate how the resulting knowledge-based chatbot is expected to enhance business licensing services. The findings identified 8 key features expected in the chatbot, including real-time information access, problem reporting, business licensing guidance, a tracking system, personalized simulation, a feedback mechanism, multilingual support, and the ability to connect with a contact center agent. By implementing these features, the proposed chatbot is anticipated to significantly reduce processing times, streamline user interactions, and enhance user satisfaction by providing real-time assistance and reducing errors in form submissions. This will contribute to a more efficient licensing process, fostering economic growth and improving the business environment in Indonesia.

Analysis of the Influence of Financial Literacy on Saving Interest of Civil Servants of The One-Stop Integrated Capital Investment and Licensing Service of The Northern Nias Regency

Employees at the One Stop Integrated Investment and Licensing Services Service in North Nias Regency have a different understanding of Financial Literacy. So some employees do not understand basic financial concepts, such as budget planning, investment, risk, and how to manage debt. Some employees are trapped in fraudulent investments and there are still many employees who have consumerist habits, namely buying things based on desire rather than need. This research aims to determine the influence of financial literacy on the interest in saving of Civil Servants at the One Stop Integrated Licensing and Investment Service of North Nias Regency. The variables in this research are financial literacy (X) and interest in saving (Y). The method in this research uses quantitative research methods. The data collection method in this research uses primary data obtained from filling out questionnaires with 31 employee respondents at the One Stop Integrated Licensing and Investment Service Office of North Nias Regency. as well as secondary data obtained from journals related to this research. The data analysis methods used are validity test, reliability test, correlation coefficient test, determinant coefficient test, normality test, heteroscedasticity test, linearity regression test, simple linear regression test and T test. The results of this research show that financial literacy has a positive and significant effect on the interest in saving of Civil Servants at the One Stop Integrated Licensing and Investment Service of North Nias Regency. Simultaneously, the magnitude of the influence of financial literacy on the interest in saving of employees of the One Stop Integrated Investment and Licensing Services Service of North Nias Regency is 43.8%, while the other 56.2% is influenced by other variables not included in the research.

Perceptions on service quality at licensing service centres

Organisations in the public sector are faced with challenges in the delivery of high-quality services to clients. This research paper reports on a study conducted to determine clients’ perceptions of service quality at licensing service centres (LCSs) in the City of Tshwane (CoT) Metropolitan Municipality, South Africa. The research adopted a quantitative approach to realise the research objective. A convenience sampling method was used to collect primary data. 262 respondents participated in the research. A structured questionnaire was used to collect primary data from respondents. The research used the SERVPERF instrument to measure service quality. Respondents were asked to rate the level of service at LSCs. The descriptive data analysis method was used to analyse the primary data with the aid of a statistical software package, Statistical Package for Social Sciences (SPSS). Cronbach's alpha values were used to measure the internal consistency and reliability of the measurement scales. The results revealed that all rated service quality dimensions were average, which means that respondents neither agreed nor disagreed with statements about the level of service offered by LSCs. The research paper includes recommendations on the continuous improvement of service quality at LSCs and on future research directions.

Pengaturan Prinsip Good Governance dalam Pelayanan Publik di Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Kupang di Tinjau dari Undang-Undang Nomor 25 Tahun 2009 Tentang Pelayanan Publik

This study aims to find out and analyze the regulation of good governance principles in the Kupang City One-Stop Integrated Service and One-Stop Integrated Service reviewed from Law No. 25 of 2009 concerning Public Services. This type of research is normative legal research, namely legal research conducted by researching literature materials or secondary data, in this case laws and regulations, books and legal journals. The results presented in this study are (1) Regulation of Good Governance Principles where there are five functions carried out by the Kupang City Investment and One-Stop Integrated Services Office (2) Good Governance Principles in Ensuring Legal Certainty and Justice where there are 6 foundations or Governance Principles enforced in the Kupang City Investment and One-Stop Integrated Services Office (3) Implications of the Principle of Good Governance in Public Services where the motto of the Kupang City Investment and One-Stop Integrated Service Office (DPMPTSP) in carrying out licensing service activities is "CEPAT" with explanations, namely meticulous, efficient, professional, accountable and transparent.

Penerapan Permen PANRB 29/2022 dalam Penilaian Kinerja Pelayanan Publik di Kecamatan Rungkut Kota Surabaya

Rungkut District is one of the public service units with the lowest community satisfaction index in Surabaya City District in 2023. So monitoring and evaluation needs to be carried out in order to get recommendations and improvements. The aim of this research is to assess the performance of public services based on the regulations of the Minister for Administrative Reform and Bureaucratic Reform (PermenPAN RB) Number 29 of 2022. The research method used is descriptive qualitative research with a content analysis approach. Data collection techniques through observation, documentation and assessment follow the format of PermenPAN RB 29/2022 with form-02 calculations as the evaluator. The results of the research show that the performance of public services in Rungkut District is good but with caveats. Because it can be seen from the service policy aspect that the availability of standard information and service announcements is an obligation of service providers; aspects of HR professionalism, namely service implementers who are responsive and implement a culture of service implementers; aspects of facilities and infrastructure, namely the availability of facilities and infrastructure supporting services; aspects of public service information systems to inform and support service operations so that they become known to the public; the complaint consultation aspect, namely the availability of a special place for consultation and complaints to provide information and complaints to the public; The existence of public service innovation makes it easier to provide online licensing services. Suggestions from researchers need to increase the media for publishing service information and providing infrastructure for disability groups.

Licensing Business Services Through the SiCantik Cloud Application System

Licensing business services through the SiCantik Cloud application system at the Investment and One-Stop Integrated Services office in Banda Aceh City is an implementation of business licensing services that are integrated electronically to speed up business licensing in Banda Aceh City. By providing one-stop integrated services, people can get services that are easier, faster, and more effective. One of the regulatory targets implemented by the government is the SiCantik Cloud application system, which is a smart application for integrated licensing services for the public. The theoretical benefits based on the results of this research provide an embodiable design for the SiCantik Cloud application system at DMP-PTSP in Banda Aceh City. The practical use of this research is expected to be input and consideration in the implementation of non-business licensing services through the SiCantik Cloud application system at DPM-PTSP in Banda Aceh City. This research approach was carried out using qualitative descriptive methods through interview techniques, documentation, observation, and drawing conclusions to obtain business licensing services through the SiCantik Cloud application system in Banda Aceh City. The research results show that the business licensing services through the SiCantik Cloud application system at the Investment and One-Stop Integrated Services office in Banda Aceh City mean that the applicant’s ability is only limited to fulfilling the business licensing documents being carried out. Keywords: business, licensing, services

Pengaruh Persepsi Layanan Publik terhadap Migrasi di Indonesia

Population mobility occurs every day. Many factors encourage individuals to make the movement. In addition to economic driving factors, social factors such as public services also influence individual decisions to migrate. Regions with good quality public services will trigger migration growth. The quality of public services is assessed on individual perceptions. This research focuses on 4 (four) perceptions of public services, namely perceptions of transportation services, perceptions of education services, perceptions of health services, and perceptions of business license services. The test was carried out using the Random Effect Probit Regression method. We find that perceptions of transportation services, education and business permits have a significant effect on migration.

Penerapan Aplikasi Sicantik Cloud Terhadap Kualitas Pelayanan di Dinas Penanaman Modal, Pelayanan Terpadu Satu Pintu dan Tenaga Kerja Kota Lhokseumawe

The management information system applied in the government is known as the term electronic government (e-government) which is interpreted as the user of information technology transforming government activities with the aim of increasing the effectiveness and efficiency of government administration. SiCantik Cloud is a smart application for integrated public cloud-based licensing services that can be used by government agencies independently. SiCantik Cloud or an intelligent application system for integrated licensing services for the public, is intended for the public to make it easier to manage online licensing. The purpose of this study is to determine the application of the Sicantik Cloud application to Services at the PMPTSP and Naker Office and the inhibiting factors for the application of the Sicantik Cloud application to Services at the PMPTSP and Naker Office of Lhokseumawe City. This study is a study using a qualitative descriptive approach. The application of the SiCantik application to the quality of service at the Investment, One-Stop Integrated Service and Manpower Office of Lhokseumawe City is quite good, as known from several benchmarks of service quality from the Sicantik Cloud application, namely Accountability, Transparency, Effectiveness, and Efficiency. The lack of public awareness of the importance of using information technology means that many people have not been able to optimize the Sicantik application.

Responsiveness of the Investment Office and One-Stop Integrated Services of East Luwu Regency in the Service of Trade Business Licenses

The responsiveness of the Trading Business License (SIUP) licensing service provider is very important to create a pleasant and excellent licensing service system. Simplification of the number and types of licensing and non-licensing has been carried out, from 142 types to 34 types. Through the online system, it is easier for applicants to register and monitor the flow of permits and can speed up the licensing process time, one day service. The Department of Investment and One Stop Integrated Services (DPMPTSP) has made various efforts to increase the responsiveness of SIUP services, but based on preliminary research conducted by researchers, it shows that the level of responsiveness of the East Luwu Regency DPMPTSP is still not optimal, being in the "sufficient" category. This research aims to analyze the level of responsiveness and factors that hinder the responsiveness of SIUP services in DPMPTSP East Luwu Regency. The research used a descriptive quantitative approach, with a questionnaire instrument to collect data from 100 respondents from a population of 1,342 people. The sample taker used a simple random sampling technique. Data processing using SPSS version 22, was then analyzed using Weight Means Score (WMS). The level of responsiveness of DPMDPTSP East Luwu Regency in SIUP services, an average of 3.41 (fair) indicates that responsiveness is not optimal, especially in terms of speed of service, timeliness of service, and response to every applicant's complaint as stated by Zeithaml et al (1990) that Daya Responsiveness is the willingness and readiness to help provide immediate service, such as punctuality of service, responding to every applicant, service quickly, precisely and carefully.

Implementation Of The Electronic Licensing Service Program In Public Service At Bengkulu Province

Implementation Of The Electronic Licensing Service Program In Public Service At Bengkulu Province

Optimalisasi Pelayanan Perizinan dengan Sistem Online Single Submission (OSS) dalam Mempercepat Pembangunan di Kota Bima

This study aims to evaluate the effectiveness of the Online Single Submission (OSS) system in enhancing licensing services and accelerating development in Bima City. Employing a qualitative descriptive approach, the research collected data through interviews, observations, and documentation, analyzing the implementation of OSS at the Investment and Integrated One-Stop Service Office (DPMPTSP). The results indicate that the implementation of OSS has improved the speed, accuracy, transparency, and accessibility of licensing services. The licensing process, which previously took a long time, can now be completed within a maximum of one week. Digital socialization and real-time tracking features have also improved public understanding and reduced misuse of authority. However, the effectiveness of OSS is still hindered by several challenges, such as limited staff, inadequate budget, technical disruptions, and digital divides. Technical issues like system and network disruptions, along with resistance to change, further obstruct the process. To address these challenges, improvements in technology infrastructure, competency training, and increased transparency are required. Overall, although OSS has had a positive impact, further efforts are needed to overcome existing challenges to ensure the system's optimization in supporting the acceleration of development in Bima City.

Implementation of Free Trade Zone Licensing Services through the Indonesia Batam Online Single Submission (IBOSS) System in Batam City

Implementation of Free Trade Zone Licensing Services through the Indonesia Batam Online Single Submission (IBOSS) System in Batam City

Effectiveness of Licensing Services Through the Sicantik Cloud Application in the Department of Capital Investment and One-Door Integrated Services in Batu Bara District

This study aims to examine The Effectiveness of Licensing Services via the SiCANTIK Cloud Application at the Batu Bara Regency Investment and One-Stop Integrated Services Service. This type of te research is descriptive with a qualitative approach. The research location is at the Batu Bara Regency Investment and One-Stop Integrated Services. informant selection techniques purposive sampling. This research uses data collection techniques: observation, interviews and documentation. The results of this research are that Licensing Services via the SiCANTIK Cloud Application at the Batu Bara Regency Investment and One-Stop Integrated Services Service are still not effective when viewed based on several indicators in the theory of effectiveness according to Duncan in steers, including (1) goal achievement; (2) integration; and (3) Adaptation of the SiCANTIK Cloud Application in providing licensing services in Batu Bara Regency

Bureaucratic Reform through Public Policy Implementing Quality Dimensions in Integrated Licensing Services

The bureaucratic reform of the licensing service sector in Gorontalo City was followed up by Regional Regulation Number 14 of 2006 concerning the establishment of a one-stop integrated service unit. However, the integrated service unit has not been able to provide quality services as expected. Therefore, this research is very important to provide corrections and improvements to publicly accessible licensing services. The scope of the study on the two services has reviewed the procedures carried out in the two selected services from the beginning until the licensing documents were issued. The research method used is a qualitative descriptive method through an in-depth and comprehensive study of the series of licensing services. The results showed that 1) there are differences in the application of public service dimensions in environmental permit services and building permits. 2) several factors determine the success of licensing services, namely internal factors and external factors. Internal factors include general management patterns of the organization and the provision of supporting facilities, as well as human resource development. External factors include service patterns, service provision procedures, and service distribution patterns, as well as service delivery patterns. This research provides positive benefits in the efforts of local governments to innovate public licensing services. The practical implications of the research results encourage the organization of regional equipment to meet the facility standards needed to provide quality public services.

Analysis of the Quality of Subdistrict Integrated Administration Services (PATEN)

The study analyzed the quality of Subdistrict Integrated Administration Service Delivery (PATEN) at the Samarinda Ilir District Office in Samarinda City, focusing on its supporting and inhibiting factors. The research used a qualitative approach, including purposive and accidental sampling techniques, in-depth interviews, participatory observations, and documentation studies. The results showed good patent implementation quality, as measured by the five dimensions of public service quality analysis: reliability, responsiveness, certainty, empathy, and tangibility. Supporting factors included adequate office service facilities, air conditioning, television, and comfortable seating. However, the inhibiting factor was the lack of informal socialization among the community. The study also highlighted the management of licensing services in the sub-district, following laws and regulations.

Strategi Inovasi Untuk Meningkatkan Pelayanan Perizinan Penelitian Asing

Indonesia's natural and cultural riches have attracted the attention of foreign researchers to conduct research in Indonesia. Indonesia is considered to be one of the largest biological laboratories in the world, so there are many objects that can be used for research by foreign researchers. To provide research licensing services for foreign researchers who wish to conduct research in Indonesia, a legal basis was issued, namely Law No. 11 of 2019 concerning the National System of Science and Technology which regulates research licensing for foreign researchers in Indonesia. As a supporter of Law no. 11 of 2019, BRIN Regulation no. 22 of 2022 concerning Ethical Clearance has been issued. To provide foreign research licensing services according to Law No. 11 of 2019, it is carried out by the Directorate of Research and Innovation Licensing and Scientific Governance of the National Research and Innovation Agency (BRIN). To make it easier to apply for research permits for foreign researchers, several service improvements were made, namely the first was the formation of an ethics commission team to replace the TKPIPA team to evaluate incoming proposals. Second, the number of files that foreign researchers need to prepare is less than before, namely from 14 documents to 7 documents. Third, creating an ethical clearance website to upload the required files in digital form which was previously done offline and submitting hard copy files. Fourth, the addition of financial reporting features to make it easier to check payments and send research progress reports by foreign researchers.