Local Government Public Services Research Articles

Local Government Public Services: Measuring the Effect of Attitude of Nagari Apparatus on Public Satisfaction Through the Quality of Public Services

The low quality of public services often becomes a public complaint. It even becomes a bad image in the eyes of the public, causing a feeling of public dissatisfaction with the services provided. In service, attitude plays an important role because it is one of the service quality indicators. Good service will be seen from the way and attitude of employees in providing services to the community. This study aims to measure and analyze the influence of the attitude of the Nagari apparatus on public satisfaction through the quality of public services in West Sumatra, Indonesia. An associative quantitative approach was chosen to achieve this goal. The population in this study were people who had dealt with Nagari officials in West Sumatra in public service matters. The sample is determined through two stages, namely: cluster area and quota sampling. A sample of 425 from eight Nagari. Questionnaires validated and tested for reliability were distributed to these respondents. The collected data were then analyzed using Structural Equation Modeling (SEM) Analysis Moment of Structural (AMOS) statistics. The literature study also supports data collection. The results of the research confirm and prove that there is a significant influence of the attitude of the Nagari apparatus on public satisfaction, both directly and through the mediating role of service quality. Thus the results of this study have provided evidence that the model built can be used as an academic rationale to strengthen the theories and models that have been reviewed in this research study.
 Keywords: attitude apparatus, public satisfaction, public service quality, nagari

공무원 근무시간 면제 제도 시행에 따른 인사·복무 관련 쟁점과 입법과제 - 우정직공무원과 공무직의 운영 사례를 중심으로 -

공무원 근무시간 면제 제도 시행에 따른 인사·복무 관련 쟁점과 입법과제 - 우정직공무원과 공무직의 운영 사례를 중심으로 -

Analysis of the Level of Responsiveness of Local Government Public Services through Social Media

Purpose: This study aims to analyze the level of responsiveness of local government public services through social media. This issue was raised due to the increasing trend of social media use by the public and the potential for providing public services to the community through social media. In this study, we will look at the level of responsiveness of local government agencies, especially city governments, in serving people who request public services through social media.Methodology:This research uses a mixed approach (mixed method) with sample selection using random sampling techniques based on area (cluster random sampling). The sample used comes from representatives of the Regional Government from the city level based on the division of the western, central, and eastern parts of Indonesia.Findings:The results of this study indicate that the level of responsiveness of local government public services through social media is still low. The sample analysis results in this study show that only 10.71% of official local government social media accounts respond to complaints/submissions of public services through social media.Implication:From the results of this study, the level of responsiveness of local government public services is still relatively low. It can hurt the quality and image of public services by the Regional Government.

Research on the Efficiency of Local Government Public Service Consumption in Guangdong Province under the Background of COVID-19

Research on the Efficiency of Local Government Public Service Consumption in Guangdong Province under the Background of COVID-19

Women’s political representation in local government: Its impact on public service quality

Public service quality has been a significant issue in Indonesia (Lanin & Hermanto, 2019) along with woman’s representation in politics (Aspinall et al., 2021). This study investigates the effect of woman’s representation in the local government head and legislative positions on public service quality in Indonesian local governments. We use secondary data from the Ministry of Internal Affairs, a local government website, and the Indonesia Statistics Bureau from 2016–2019, analyzed with panel data regression analysis. Overall, we find that local government public service quality is at a high level. Meanwhile, women’s political representation in Indonesian local government is still considerably low, both in legislative and top executive positions. Empirical findings demonstrate that women’s representation in the legislative board provides a positive impact on public service quality while women’s local government head has no significant effect. The effect is consistent both in district local governments and city local governments observations. Our study provides recommendations that suggest that women’s representation in local politics should be increased to promote gender equality which leads to better public governance

The role of crisis leadership in improving organisational culture during the COVID-19 pandemic among Kwazulu-Natal Christian business leaders

The study wants to know how Christian business leaders navigated the difficult and uncertain times of COVID-19 so that their companies thrived, retained their employees, and continued to operate successfully during a global economic crisis. This study employs an approach that combines quantitative and qualitative methods. Quantitative methodology is used to gather demographic data about study participants, a qualitative methodology is used since the goal of the study is to explore the range of opinions. The findings of this study ascertained that Christian leaders who demonstrated high levels of resilience were able to survive and, in some cases, thrive during the COVID-19 crisis. Leaders who demonstrated resilience and a positive outlook could increase the level of resilience in their followers, allowing them to survive the crisis. The COVID-19 pandemic has also brought attention to the necessity of situational analysis in dealing with and resolving a crisis. Conscious of the COVID-19 situation and guided by the contingency theory, Christian business leadership had to unlearn old habits and adjust to new ways of operating. This research is a new investigation into the ability of Christian business leaders to navigate through the turbulent times of COVID-19 so that their businesses and their followers can survive and prosper.

Determinants of local government public service quality: Evidence from the developing economy

Public service delivery in Indonesia has been mandated to local governments following decentralization (Lewis et al., 2020). Due to public criticism, this research investigates public service quality determinants from local politics, head, and financial factors. Using the purposive sampling method, we collect secondary data from the authorized government institutions during 2016–2019, analyzed with panel data regression. The findings demonstrate that the average achievement of public service quality in Indonesia is at a high level with Java and Bali regions having better average accomplishments than other geographic regions. However, there still exist several local governments with medium and even low public service quality that requires urgent improvement. Further, we find that local government women’s political representation in the legislative board, operational expenditure, and capital expenditure positively affect public service quality while other variables exhibit insignificant effects. Our study provides practical implications to the public for public service quality improvement. Firstly, the public should elect accountable candidates with the best qualifications during local elections. Local government should also improve financial management by allocating adequate expenditure budget for public service delivery. Despite still being limited to using quantitative analysis only that can be improved in future studies by employing a mixed method.

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.

Kritik Terhadap Pelayanan Publik Pemerintah Daerah di Indonesia

This study aims to analyze the criticism of local government public services in Indonesia. Complex problems with public services that often occur in services at the local government level. This is because the local government is an extension of the central government to provide rights and obligations in meeting the needs of the community as citizens. This study uses descriptive qualitative research methods to analyze in depth related to criticism of public services in local governments. The data obtained through 25 local and national online news and 25 national journal articles. The results of the analysis of this study indicate that the causes of criticism of public services are; 1) Undeveloped Performance Culture; 2) Incompetent human resources for apparatus, 3) Overlapping tasks, 4) Rule-based or bureaucratic mindset, 5) lack of understanding of standards. This study aims to analyze criticisms of local government public services in Indonesia. Complex problems with public services that often occur in services at the local government level. This is because the local government is an extension of the central government to provide rights and obligations in meeting the needs of the community as citizens. This study uses descriptive qualitative research methods to analyze in depth related to criticism of public services in local governments. The data obtained through 25 local and national online news and 25 national journal articles. The results of the analysis of this study indicate that the causes of criticism of public services are; 1) Undeveloped Performance Culture; 2) incompetent human resources for apparatus, 3) overlapping tasks, 4) rule-based or bureaucratic mindset, 5) low understanding of public service standards.

ФУНКЦИЯ ВНУТРЕННЕГО АУДИТА И КАЧЕСТВО ГОСУДАРСТВЕННЫХ УСЛУГ: ДАННЫЕ ИССЛЕДОВАНИЯ ДЕЯТЕЛЬНОСТИ МЕСТНЫХ ОРГАНОВ ВЛАСТИ ИНДОНЕЗИИ

This study investigates the role of local government internal audit function maturity and expertise in supervising local government public service quality. We use secondary data from all local governments in Indonesia for the 2016-2019 fiscal year that generates panel data with 1934 observations, analyzed with panel data regression. Local governments in Indonesia have a good average quality of public services. In most tests, we evidence the positive effect of local government internal audit function maturity and expertise on public service quality. Internal audit function maturity is the strongest contributor, while expertise supports the audit process to achieve higher public service quality. Our study provides implications for local government supervision that should be maximized through internal audit function to achieve good quality public services, by developing proper internal auditor programs of the Financial and Development Supervisory Agency (BPKP). The local government should also have a proper budget allocation for public service. The adoption of information technology should also be optimized in public service implementation and supervision. Finally, our study brings significant novelty to public service and internal audit literature in Indonesia by providing one of the first comprehensive studies covering all Indonesian local governments.

Fiscal Pressure and Local Government Public Service Expenditure Bias: A Quasi-Natural Experimental Analysis Based on China's Large-Scale Tax Reduction

Fiscal Pressure and Local Government Public Service Expenditure Bias: A Quasi-Natural Experimental Analysis Based on China's Large-Scale Tax Reduction

Evaluasi Pelayanan Penanggulangan Bencana Kebakaran oleh Pemerintah Kecamatan

This study evaluates the quality of local government public services in fire disaster management. Using a descriptive qualitative approach, this study focuses on interviews, observation, and documentation techniques for data analysis. The results identified a shortage of firefighting equipment and a significant reliance on the sub-district as the primary coordinator with the DPKPB. Despite rapid response efforts from the subdistrict government, more public education on fire prevention and handling still needs to be done. The main challenges are inhibiting factors such as natural conditions, lack of public awareness, and lack of infrastructure. This research suggests improved equipment provision, more effective community outreach, infrastructure development, and coordination between agencies and communities to quickly and efficiently respond to fire emergencies.
 

Pajak Daerah dan Restribusi Daerah (PDRD) Dikaitkan dengan Pertumbuhan Investasi

Tax has a very important role in the life of the country, especially in the implementation of development. Tax revenue is the payment of contributions by the people to the government that are regulated in the law without direct compensation. As is the case with central government taxes, Regional Taxes have an important role in implementing state/government functions, both in the functions of regulation, budgeting, redistributive, and allocation of resources and a combination of the four. A good local tax in principle must provide adequate income for regions with the level of fiscal autonomy they have. Some regions do accommodate the function of revenue and regulation in the formulation of Regional Tax policies. The step that has not been widely considered by the regions is the provision of Regional Tax incentives to attract investment in the regions. In the current era of regional autonomy, regions are given greater authority to regulate and manage their own households. The aim is to bring government services closer to the community. Anyway, President Joko Widodo often complained about the small value of investment coming into Indonesia, one of which is caused by the irrationality of the Regional Tax rates in the eyes of investors. This paper analyzes what policies the government has taken towards PDRD, which are considered to have many of these problems to increase investment growth in Indonesia. To overcome this, the government has made several efforts, one of which is to establish the Omnibus Law. However, the formation of the Omnibus Law itself actually unwittingly has the potential to erode the regional authority to look for sources of locally-generated revenue (PAD). If PAD is reduced, automatically the level of regional dependence on funds from the central government will be even greater, and if PAD is low, then the level of local government public service to the community is also feared to be reduced.

A service application prototype of citizen portal apps (C-PORT) for improving local government public services

Government services to community are not properly carried out without participation and liveliness of governmental units which have been set up based on their duties and service function. The reason is that they are the spearheads of the government services to community, especially in public services. The intended public services are focused on customer satisfaction (customer-driven government). In order to successfully achieve customer satisfaction, it is necessary to get feedback from community as service users so that government as service manager may cognize some complaints about the public services that have been provided. The community feedback can be delivered through complaint services that can be directly responded by the intended unit works. The aim of this study is to develop citizen portals (c-port) apps for service complaints to support public service management in order to realize the concept of smart districts based on local wisdom. The application has developed in android based as front-end for user (citizen) and as web-end for government and related regional work units. The result of study is a prototype, a product of citizen portals (C-Port) software as a mean of communication and media for government to provide services to wider community.

Research on Performance Evaluation of Local Government Public Service Based on Public Satisfaction

Public satisfaction with local government's public service is one of the important criteria to evaluate the performance of local government's public service. The index system of nanyang technological university "questionnaire for the evaluation of public service quality in Chinese cities (public)" was selected as the prototype, Combined with the actual situation of Inner Mongolia autonomous region, From the perspectives of subjective public satisfaction and objective public service supply, this paper makes an overall evaluation on the public service of Inner Mongolia local government. Through the analysis, it is concluded that the growth of GDP and the increase of objective public service supply cannot bring about the improvement of subjective public satisfaction. Local governments can actively identify the public demand for public services, timely respond to the public demand for public services, and actively innovate the way of public service supply.

SDG’S IMPLEMENTATION IN LOCAL GOVERNMENT

Since dispersion enactment in Indonesia, two third of citizen well being and prosperity are depend on the performance of Local Government, from environment sanitation, such as waste management, to education quality and health services. It all depends on the quality of Local Government public services. SDGs (Sustainable Development Goals) is (a) a new development agreement, substitution for MDGs. This agreement effective since 2015 until 2030; (b) a 35 pages document that have been approved by 190 country; (c) contain 17 goals, and 169 development target. SDGs procedure processes are based on inspiration and aspiration of Local Government. Through city association and Local Government in large-scale level, Local Government has been actively participating in SDGs formulation and validation. Therefore to Local Government, the capital and kabupaten government role are important for SDGs. Because there are some facts and validation that justify that.
 Few of SDGs focus become development underlying principle that consistent with nine main concern programme known as Nawacita, such as human development, education and social welfare, sustainable economics, energy and climate change. SDGs are prolongation from MDGs targets, especially in derivation of mother mortality, derivation of child mortality, derivation of AIDS/HIV, water supply and sanitation coverage. The four unfinished target, cannot be forgotten and neglected, because the targets are also align with some of SDGs goals and target. These are some of the things that Local Government can perform: Action plan, execution committee, institutional, funding, accountability mechanism, and socialization.
 In the end, Local Government be able to design an accurate and rapid policy thus for impartial Indonesia, a better citizen well being. And also to urge a better government effort to precede with SDGs agenda and utilize civilian to strengthen all the advocacy effort that have been done.

Assessing Indonesian Local Government eGovernment- eService Quality: Dimensions and Alternative Model of eService Quality from Banyuwangi’s SIPO (Online Permit Registration System)

A decentralized mode of local government in Indonesia has subsequently leads to a local initiative for the improvement of local government public service delivery. The regency of Banyuwangi launch an eService Online Permit Registration System (SIPO), which covers 45 type of mostly local business licenses. This paper sought to asses local government eService Quality in the context of one local government in Indonesia, especially in the regency of Banyuwangi in the eastern part of Java. The quantitative approach is used in this research, as well as the application of Structural Equation Modelling for integrating the analysis among three important dimensions of eService: Organization, Information and the service quality. The study finding proposes an alternative model for assessing eService at local government which highlight the important of content management, the stable of eService operating system, and the organizational efficiency as the backbone of eService based at local government level. Keywords: eService model, Decentralization, East Java DOI : 10.7176/PPAR/9-1-04

Two-way Interactive Effect Between Financial Pressure & Public Service Charges

After the reform of the tax system, with the upward movement of financial power and the decentralization of power, the financial pressure of local governments in China has become increasingly prominent. As the previous model concluded, fiscal pressure may be the driving force behind the increase in local government public service charges. Therefore, it is necessary to study the interaction between financial pressure and public service charges. In this paper, it mainly researches two-way interactive effect between financial pressure and public service charges. The data of 31 provinces in China from 1999 to 2017 was used to construct the simultaneous equations model for fiscal pressure and public service charges, and then the empirical test was carried out for the interactive effect between the two with 3sls method. The research results show shown that there is an interactive effect between fiscal pressure and public service charges. That is, the public service charges is increased with the increase of fiscal pressures, explaining that when the government is facing financial pressure, the government will look for public service charges to make up for the gap in fiscal revenue and expenditure. The fiscal pressure is decreased with the increase of public service charges, explaining that public service charges are an effective way to ease financial pressure. In addition, the effect degree of the control variables related to financial autonomy and public service charges was analyzed in this paper.

Research on the Local Government Public Service Supply Mechanism based on the Collaborative Governance View

In this paper, we conduct research on local government public service supply mechanism based on the collaborative governance view. Building a service-oriented government, improving the capacity of government services, we need to adhere to the people-oriented, set up and carry out the scientific concept of development, from the government's management idea, management function, management methods and so on. Government service spirit culture thoughts of different period in history, we fully understand the context of the government service spirit fosters development and direction, to better interpretation under the ruling principle of "people-oriented" government service spirit culture characteristics, and the path of spiritual cultivation to seek government service. This paper starts from the analysis of the local government public service supply mechanism to provide the novel perspective on the governance mode that is innovative.

The Role of Stakeholders in Municipal Contracting Out

The environment for contracting out local government public services can be intractable. It is in these environments that engaging external stakeholders can provide pivotal resources. To date, stakeholder literature has suggested that strategically engaging stakeholders can provide information to reduce risk and mobilize support that makes difficult to adopt policy initiatives such as contracting out public services possible. However, few have empirically explored the strategic use of stakeholders as well as their impact on contracting out. Using a large data set of municipal governments compiled from the International City/County Management Association (ICMA) Alternative Delivery Survey (ASD) in 2007 and Census Bureau local government finance data, we demonstrate that engaging external stakeholders is positively related to municipalities with a larger percentage of public services outsourced. We demonstrate that the professional and strategic practice of engaging stakeholders helps to make difficult choices such as contracting out more plausible options in municipal government.