Process Of Public Services Research Articles

Integrity in Public Service in the City of Tomohon

The focus of this research is on the aspects of public service delivery, the application of integrity values ??by state civil servants and the community, as well as the efforts made to optimize the application of integrity values ??in public services at the Tomohon City public service mall. Using a qualitative research approach with descriptive methods. Data analysis techniques include data reduction, data presentation, and drawing conclusions. Data were collected through observation, interviews, and documentation. The research findings show: 1) The implementation of public services by the Tomohon City Public Service Mall is based on the Tomohon Mayor Regulation Number 11 of 2018. In the midst of the covid-19 pandemic, it is carried out in 4 ways, namely physical distancing, online services, normal direct services (public come to take care of themselves), and walk-in or mobile service, 2) The application of the value of integrity by state civil servants at the public service mall of Tomohon City and the service user community is still not fully in line with the desired expectations. Although several applications of integrity values ??already exist which are categorized as good and very good, some are categorized as not good, and 3) The Tomohon City Government through the public service mall has made various efforts to optimize the implementation of public services to the community, including optimizing the application of integrity values ??in any ongoing public service process. These efforts are in the form of direct coaching, technical guidance, mentoring, building open communication between all components, providing complaint box facilities both physically and electronically, providing motivation and education, monitoring and evaluation, awarding, online use, and online-based services.

DINAMIKA PELAKSANAAN ELECTRONIC GOVERNANCE PEMERINTAHAN DAERAH DI INDONESIA

Developments in the realm of information technology continue to change every year. The existence of the internet makes it easier for everyone to find something through their electronic devices, especially cellphones or computers as a medium. Internet users in Indonesia in the latest report, the number of internet users in Indonesia reached 202 million or 73.7% of the total population of 274.9 million in January 2021. Almost all of the Indonesian population uses internet facilities, this has become an infrastructure for the community to reach the internet network. This condition is an opportunity for new media in a public service process carried out by the Indonesian government. The existence of the internet and mobile computing in public service activities which are identical to the use of paper has now become a new era, namely paperless being one of the efficiency of public service activities. Existing resources in e-government activities are not only related to facilities and infrastructure, but also human resources of state civil servants need to have the ability to operate an e-government system that has been designed in such a way. The progress of implementing e-government in Indonesia is faced with several challenges and still has shortcomings. These challenges and shortcomings include an equitable internet network infrastructure, human resources to operate features and services, and community culture related to digital literacy. There is still a need for improvement in the implementation of e-government in Indonesia in order to achieve excellent public services for the community.

COMMUNITY SATISFACTION RESEARCH ON PUBLIC SERVICES IN BARRU DISTRICT, SOUTH SULAWESI

This study aims to determine the level of community satisfaction with public services studied at 3 SKPD offices in Barru district from the aspect of (a) service procedures getting a score of 2.87, (b) service requirements getting a score of 2.86, (c) clarity of service officers getting a score of 2.84. This study uses an approach This research was conducted by applying a survey method with a quantitative descriptive form. The survey method is used to help researchers to obtain an overview or general trend regarding public attitudes or opinions towards public services. This is indicated by the number of respondents who complain about the lack of clarity of the flow and service procedures carried out by the service office and the service time which is felt to be very slow by the community. There are still many people who still use the services of “insiders” in the process of managing their letters, which is also evidence that the public service process has not been running well enough in the Barru district.

The Effectiveness of Online Services at The Population and Civil Registration Services of Pekanbaru City

The online service carried out at the Dukcapil Office of Pekanbaru City has the aim of creating an effective public service process so that it can make the service process fast, easy, cheap, and uncomplicated. There are two kinds of online services, namely Sipenresiden in the form of a website and Waiting Service (LAGU) which is an application. In this online service process, there are several factors that become obstacles in the effort to realize effective services, namely the lack of awareness of the Dukcapil service to the people of Pekanbaru City who take care of population administration, the lack of readiness of facilities and infrastructure and human resources owned by the Department, as well as socialization about online services to the public. less active society. This study has a purpose, namely to determine the effectiveness of online services carried out by the Department of Population and Civil Registration of Pekanbaru City. The theoretical concept used is the theory of effectiveness by Mahmudi 2019. By using qualitative research methods and data collection based on interviews, observations and documentation. The results of the research that the author can get are that the implementation of online services still has several factors that become obstacles experienced by the Pekanbaru City Population and Civil Registration Office, so that the online services implemented have not been effective.

Perancangan Sistem Informasi Pelayan Publik di Era Pandemi Covid-19

ABSTRACT
 This study aims to find out how to plan a public service information system in the era of the covid-19 pandemic. The research method is an associative type of research which aims to analyze the quality of reliability, responsiveness, assurance, empathy, and physical evidence. The results of the study show that public services are efforts carried out by individuals to agencies that play a role in meeting the needs of the community. The existence of the COVID-19 pandemic has an impact on employee performance in the field of public services which is not optimal. Especially in the attitude of public service employees who are in the District Office, since the pandemic, the performance seen from the indicators of public service attitudes has not been optimal. In this context, all activities are limited and required to apply the health protocols recommended by the government. Employees do work from home online with the demands of new normal era public service protocol procedures. Subdistrict employees also work according to shifts which are divided into several days taking into account health protocols. The conclusion of the research is that the implementation of e-government is able to make a positive contribution to the public service process.
 Keywords: Information Systems, Publik Service

Analisis Penerapan E-Government Dalam Peningkatan Kualitas Pelayanan Administrasi Kependudukan Pada Mal Pelayanan Publik Bojonegoro

This study focuses on the application of e-government in the quality of public administration services at the Bojonegoro Public Service Mall. The establishment of this Public Service Mall is an effort to create one stop services. The aim of the Government of Bojonegoro Regency takes the initiative to create a Public Service Mall is to make the community easier to manage various types of services. The purpose of this study was to investigate the implementation of e-government on the quality of public administration services and the inhibiting and supporting factors of the implementation of e-government, and to formulate strategies to increase the success of e-government implementation carried out by the Department of Population and Civil Registration at the Bojonegoro Public Service Mall. This study employed a descriptive approach. Data collection techniques were carried out by observation, interviews, and documentation. The data analysis were carried out by data collection (data collection), data reduction (data reduction), data display (data display), verification and confirmation of conclusions (Conclusion drawing and verification). The results of the study, according to formulated by R. Eko Indrajit (in Azkiya, 2018: 4), elucidate the following: 1, Efficiency: The public administration service process through the Si N'duk application, there has been no convenience, speed, and time efficiency because the application was not working optimally. 2. Effectiveness: there were system constraints that make the program less effective. 3. Transparency: Socialization of Si N'duk application and the availability of information both about work programs and other matters regarding to public services existed. 4. Accountability: there was a clarity of employee accountability mechanism in inputting data from Si N'duk application. 5. Empowerment: there was socialization from the office to the sub-district. Supporting factors of Si N'duk application were the support from the Regency Government in encouraging online media to disseminate information related to Si N'duk application and the support from internal employees. Meanwhile, the inhibiting factors were the lack of budget, network or system disturbances, and many people have no understanding and knowledge about Si N'duk application. Keywords: E-Government, Public Service Mall, Public Administration.

VAPBr: Values in Digital Games for Public Service in Brazil

In Brazil, many initiatives have emerged to promote the dialogue between citizens and public institutions using technology. This dialogue has been a challenging endeavor, and digital games have been proposed to stimulate interaction and understanding about public service process delivery. In this context, one fundamental aspect observed for the effectiveness of these games is the human values that the games can transmit. This paper proposes the “Values at Play Brazil” (VAPBr), a deck composed of 24 cards as a brainstorming tool to help designers identify values for public process-based digital games. The paper describes the design of VAPBr and its evaluation with 14 game designers aiming to obtain participants’ perception of VAPBr capability of clearly describing values and its usefulness for identifying them for a game. Results show a positive perception of VAPBr as a brainstorming tool to discover values to be designed in a public processbased digital game.

Smart Kampung, Mereduksi Birokratisasi Pelayanan Publik (Studi pada Desa Wringinrejo, Kecamatan Gambiran, Kabupaten Banyuwangi)

Smart Kampung program is a program that is applied throughout the village within the scope of the Banyuwangi Regency Government. The program utilizes Information Technology (IT) to make it easier for people to get public services. This research aims to describe and analyze the implementation of services, especially in terms of population administration through the Smart Kampung program in Wringinrejo Village. Qualitative descriptive methods became the most rational choice in research, and data analysis was conducted with the interactive models of Miles, Huberman and Saldana. Data collection is done by observation, interview and documentation.The simple conclusion of this study shows that the implementation of public services through the Smart Kampung program is still not optimal given the lack of education to the community about the ease of the public service process through Smart Kampung, and the lack of details of budget utilization.

The Maladministration Alleviating Strategy in The Attempt of Facing Society 5.0 In Surakarta

Maladministration still occurs frequently in some Indonesian areas, including Surakarta city. Various maladministration practices should be alleviated in Surakarta City, for the public service process to be performed maximally and thereby not taking the people’s basic rights to receive the quality public service. Moreover, technology accessibility is getting higher and Indonesia is prepared for entering into society 5.0 Era expectedly more oriented to human beings (human centered). Therefore, this research aims to discuss the strategy of alleviating maladministration in Surakarta City in the attempt of dealing with Society 5.0 era. Then, this research employed a qualitative research method. The analysis technique used in this study was content analysis obtained through literature review. Considering the result of literature review, it can be seen various strategies applicable to alleviate maladministration in the attempt of dealing with Society 5.0 era: improving the quality of Human Resource; Expanding science research and development field; improving communication and technology infrastructure; discussion between practitioners; applying agile government concept; and the last, commitment, consistency, and collaboration between sectors in the attempt of dealing with Society 5.0.

Design of E-Public Service in Realizing Agile Government Based on Information Technology: Case Study in Indonesia

E-Public services based on information technology have been improved during the industrial revolution 4.0. Implementing E-Public Service leads to transforming public services in government from the old designs to the new designs that can assist in realizing agile government models. The agile government model is a model of government that creates a culture of agile and intelligent bureaucracy. This model focuses on the requirements of speed and ease in government processes, including public services. This study aims to explain the design of e-Public Service in realizing the Agile Government model. This study uses a qualitative descriptive approach assisted by NVivo 12 software in processing data. This study shows that the design of public Service in realizing an agile government model based on information technology is creating responsive public services, facilitating and accelerating the process of public services, and improving the quality of effective and efficient public services.

Co-production and innovation in public services’ assessment: The case of the Citizen Audit Project

Purpose: This paper analyzes the Citizen Audit Project (PAC), in the light of public sector innovation theory, in order to identify challenges for introducing co-production in the evaluation process of public services by the internal audit of the Executive Power of the State of Santa Catarina, Brazil.Design/methodology/approach: We carried out the study as a qualitative research, and collected data through a documentary search and interviews with 21 key agents of public control or with those who interacted with PAC in the chosen operations. We used content analysis to examine the collected data.Findings: We analyze the main challenges inherent to co-production in the activity of public services’ assessment by internal audit. Results show an alignment between the identified dares and the theoretical basis of public innovation. These were barriers related to bureaucratic dysfunctions, openness of political agents and audit professionals to receive and consider proposals from society, time and resources needed, leadership style, citizens’ lack of motivation, and the evaluation model.Originality/value/implications: The paper contributes to the literature on public audit, public sector innovation, and co-production, by conducting an original study that identified challenges related to the implementation of co-production in audit process and analyzed them from the perspective of public sector innovation. Evidence brought by this research contributes to fill literature gaps regarding empirical studies on the convergence between these three topics. Regarding practical implications, it provides base for PAC consolidation and for its replication by governments interested in implementing innovations through the process of participatory audit.

Public Processes Are Open for Play

As public services become digital and online, both the need to design digital public services closer to citizens’ expectations and to provide ways to improve their participation and engagement increases. To participate and co-design, citizens must understand how the public service is delivered, but understanding service provision is challenging for non-technical subjects. This article argues that games can promote transparency of public service processes and citizens’ understanding of them. We designed games related to three distinct public service delivery scenarios using Play Your Process (PYP), a method which translates business process models into game design artifacts. We also investigate players’ ability to understand the process designed into these games through evaluation settings based on qualitative and quantitative analyses, using questionnaires and interviews. Results show that these games can help citizens understand the process execution aspects, with at least 95% confidence through statistical analysis. This research is innovative by showing an approach to systematically design serious games describing public processes as a potential tool for citizen-government transparency and understanding of public process delivery, particularly in Brazil.

The Effectiveness of Online Services at The Population and Civil Registration Services of Pekanbaru City

Online service is one of the service procedures carried out by the Pekanbaru City Population and Civil Registry Service in serving the needs of the community when they want to take care of population administration which was formed based on the decision of the Head of Service Number 208 of 2019, namely regarding the formation of public service innovations in the form of a Sipenduduk website and the decision of the head of service number 43 of 2020 concerning the formation of public service innovations in the LAGU application. To realize an effective public service process, a service process that is fast, easy, cheap, and straightforward is required. However, in the process of running this online service, there are still several factors that become obstacles in an effort to realize effective services, namely the lack of awareness of dukcapil services to the needs of the people of Pekanbaru City who take care of population administration. , lack of readiness of facilities and infrastructure as well as human resources owned by the Agency, and socialization of online services to less active people. This study aims to determine the effectiveness of online services carried out by the Department of Population and Civil Registration of Pekanbaru City. The theoretical concept that the researcher uses is the theory of effectiveness according to Mahmudi 2019. By using qualitative research methods and data collection techniques based on interviews, observation and documentation. The results of the research that the author can, namely the implementation of online services, there are still several factors that become obstacles experienced by the Department of Population and Civil Registration of Pekanabaru City, so that online services implemented have not been effective

Tinjauan Mobile Government Dalam Pemanfaatan Peluang Digital di Provinsi Jawa Barat

Globalization as the estuary of cultural changes and values ​​in society brings drastic transformations. The use of mobile phones and the internet which are increasing every year also requires the government to be able to give innovation to the concept of public services that are integrated with technological changes that are currently happening. The Mobile government which is part of e-government is a concept that should be implemented by the government. The West Java Provincial Government as one of the components of government in Indonesia in taking advantage of these opportunities adapts to technology. Adapting technology as part of government governance is the main focus on implementing mobile government, especially on mobile applications to achieve equitable and integrated public services. The purpose of this study is to analyze the optimization of digital opportunities in West Java Province with the concept of mobile government as the basis for its application. This research is classified as descriptive qualitative. The results show that mobile government has been implemented in the public service process carried out by the West Java Provincial Government. The purpose of this study is to analyze the optimization of digital opportunities in West Java Province with the concept of mobile government as the basis for its application. This research is classified as descriptive qualitative. The results show that mobile government has been implemented in the public service process carried out by the West Java Provincial Government such as Pikobar, Sapawarga, K-MOB, Si Votun Jabar, and Sambara applications.

Implementasi Good Governance Terhadap Kualitas Penyelenggaraan Pelayanan Kecamatan di Kota Pekalongan

The government as the provider of public services often creates dissatisfaction for the community, this shows that there is still a lack of implementation of good governance, which can lead to maladministration and harm the community. The purpose of this study was to describe the conditions of the implementation of Good Governance on the process of public services and the quality of public services provided by the District government to the community. The research method used is descriptive qualitative in order to explore the problems and modes of public service delivery in sub-district units. Based on the research findings, it shows that overall the implementation of public services observed from 9 aspects or elements in the four sub-districts in Pekalongan City can be said to be relatively good enough and even good in its implementation. In general, the problems that are obtained from the results of all observed aspects that occur in the four (4) districts are related to the 6th point of implementing competence, the 8th point of complaint handling, and the 9th point of infrastructure. The results of this study indicate that descriptively, the implementation of Good Governance which is observed from the aspects of transparency and accountability has generally been applied in the organization of the four sub-districts in Pekalongan City but has not been fully implemented properly. Meanwhile, inferentiallly the implementation of Good Governance has a positive and significant effect on public services in the four districts with different levels of influence in each District Office.

HUMANISTIC PUBLIC SERVICE EDUCATION IN GOVERNMENT GAMPING SUB-DISTRICT YOGYAKARTA

This article aims to explain how public services using a humanistic approach are organized by public service institutions to realize good governance. The public service agency under study is the District Government of Gamping Yogyakarta. The humanistic approach in providing public services in this study is understood as an approach that prioritizes humanist/humanitarian values. This study uses a qualitative approach to obtain complete information about public services carried out by public service actors in Gamping District, Yogyakarta, explored through observation, documentation, and in-depth interviews. The method used is the descriptive method, which describes several studies, public service policies from various works of literature. The results show that character education and the implementation of humanism values for service providers (government/political elites, bureaucratic apparatus) are critical and must be of higher quality and provide optimal satisfaction for the public service process service recipients.

The implication of organizational culture for building organizational identity strategy (Case study of PPID Ministry of Finance)

This article was made based on the changing needs of the community for information in the era of information and communication technology. To be able to communicate policies in the field of public information disclosure, the government must be able to realize transparently, effectively, efficiently and accountably. The communication process must be supported by a good and reliable organizational identity. This research was conducted to see the implications of how organizational culture changes in the digital era in the Ministry of Finance's public information service process since 2018. The organizational communication process is used as a liaison for the creation of good relations between organizations and the public. This study uses descriptive analytic research methods with results that explain that organizational culture is important in supporting changes in PPID Ministry of Finance's (PPID MoF) public information service activities in the digital age. The implication can be seen that changes in the PPID MoF organizational identity through the use of social media will depend on the organization's strategy and organizational cultural activities. Furthermore, it is expected that the use of social media can be used as a way to educate and increase public participation in the field of public information services

A Study on the Standardization of Service Process in Silver Town of Smart City

초고령화 시대를 맞이하고 있는 우리나라의 경우 인구고령화에 따라 고령인구를 위한 실버산업이 부상하고 있다. 본 연구는 우리나라 실버산업 중 사업의 성과를 나타낸 ‘실버타운’을 연구대상으로 하였다. 국내 실버타운에 대한수요는 점차 증가하고 있지만 높은 분양가로 인해 노인들이 쉽게 접근하기 어려운 실정이다. 또한, 4차 산업혁명시대가 도래하면서 실버산업은 ICT, 5G, Big Data, IoT 등 다양한 신기술이 접목된 스마트화한 산업으로 변화가 필요하며 이러한 수요에 대응할 필요가 있다. 따라서, 본 연구에서는 4차 산업혁명시대의 실버타운 서비스 프로세스를 표준화함으로써 실버타운의 수요 증가에 대응하고 신기술이 접목된 새로운 실버타운의 서비스 프로세스모델을 제시하고자 하였다. 이를 위해 우리나라 실버타운 업체가 제공하는 서비스의 프로세스를 조사한 후, 텍스트마이닝 기법을 활용하여 서비스 단계별로 나타난 단어별 빈도수를 추출한 후, 공통적인 서비스 요소를 도출하여 실버타운 서비스 프로세스를 설계하고 통일하였다. 통일된 5가지 서비스(의료건강, 식사, 생활편의, 안전관리, 문화여가)에 ‘KS S 2028-1 노인요양시설 서비스 표준’의 입소(入所) 중 서비스 가운데, 식사 서비스, 상담 서비스, 건강관리 서비스, 여가 서비스를 인용하고, 스마트시티 구현기술 중 Big Data, ICT, 로봇, IoT, 음성인식, GPS, 인공지능 기술을 적용하여 스마트시티 실버타운 서비스 프로세스 표준 모델과 서비스 청사진을 제시하였다. 본 논문은 첫 번째로, 실버타운이 서비스를 제공을 위한 기본 자료로 활용할 수 있고, 실버타운 입소자의 서비스 선택의 기초 자료로 활용될 수 있으며, 두 번째로, 실버타운 종사자에 대한 교육자료로 활용이 가능하다. 향후 다양한 공공 서비스 프로세스의 표준화 연구 분야에 도움이 될 것으로 기대된다.In Korea, which is facing an era of super-aging, the silver industry for the elderly population is emerging as the population ages. This study is based on ‘Silver Town’ which shows business performance among the silver industries in Korea. Demand for silver towns in Korea is gradually increasing, but it is difficult for senior citizens to access them easily due to high sales prices. In addition, as the era of the Fourth Industrial Revolution arrives, the silver industry needs to be changed into a smart industry that combines various new technologies such as ICT, 5G, Big Data, and IoT, and needs to respond to this demand. Therefore, this study aimed to standardize the Silver Town service process in the era of the Fourth Industrial Revolution to respond to the increase in demand for Silver Town and present a new Silver Town service process model incorporating new technologies. To this end, the process and contents of services provided by Korean silver town companies were investigated, and the frequency of each word appeared in each service stage was extracted using text mining techniques, and common service elements were derived to design and unify the silver town service process. Five unified services (medical health, meals, living convenience, safety management, cultural leisure) cited meal services, counseling services, health care services, and leisure services during admission service to the KS 2028-1 Standard for the Service of Nursing Homes for the Elderly. Then, among the smart city implementation technologies, the smart city Silver Town service process standard model and service blueprint were presented by applying Big Data, ICT, robots, IoT, voice recognition, GPS, and artificial intelligence technologies. First, this paper can be used as a basic data when Silvertown provides services, as a basic data for Silvertown residents service choices, and secondly, it can be used as educational data for Silvertown workers, and is expected to help standardize research areas of various public service processes in the future.

Model of public health service in wetlands

The purpose of this study is to describe the model of public health service in wetlands. The idea based on the governmental ecology perspective which states that the government behaviors influenced by environmental ecology. Wetlands occur where water meets land, include mangroves, peatlands and marshes, rivers and lakes, delta, floodplains and flooded forests, rice field, and even coral reef. The object of this research is Public Health Office of Hulu Sungai Utara District of South Kalimantan Province. District of Hulu Sungai Utara has the largest of wetlands area in South Kalimantan. The research method uses literature studies and system of public health service process analysis. The research uses primary and secondary data, the data collection techniques are deep interview, observation, and study library. The results of the study show the adaptive model of public health services in wetlands. The government facilitates people by collaboration program between government and traditional healers, coaching programs for remote parts in Hulu Sungai Utara District, and mobile services by speed boat. The public health services model in wetlands show the extra services by technical implementation units for every district overall.

MEMPERKUAT RESPONSIVITAS PENYELENGGARAAN PATEN DI KECAMATAN SAMARINDA ULU

Community satisfaction in the public service process conducted by the government is very important. The principle of community satisfaction in Samarinda Ulu District is represented by the implementation of the Community Satisfaction Survey (SKM) which is routinely carried out every year, using 9 (nine) elements. This study aims to analyze efforts to strengthen the responsiveness of the implementation of PATEN in Samarinda Ulu District. The survey guidelines apply to the Minister of Administrative Reform and Bureaucratic Reform Regulation No. 14 of 2017. This research is a descriptive study (description). The research approach is carried out using a qualitative approach. In general, the Community Satisfaction Survey (SKM) conducted by the District of Samarinda Ulu, has referred to the guidelines as stated in the Permanpan No. 14 of 2017. However, there are several things from the provisions as stated in Permenpan No. 14 of 2017 has not been followed up perfectly in its implementation, including related to an explanation of the implementation of activities, completeness of survey forms, survey analysis, inventory of service complaints, and follow-up planning.Keywords: public service, community satisfaction, survey