Access To Public Services Research Articles

Sustainability of Digital Initiatives in Public Services in Digital Transformation of Local Government: Insights and Implications

This study examines municipalities’ challenges in digital transformation, focusing on an Icelandic municipality. It aims to determine whether these challenges align with those reported in academic literature, particularly in public service delivery and the sustainability of digital initiatives from an operational perspective. A mixed-methods approach, including interviews with municipal employees and a survey, was used to analyze the municipality’s experiences. An evaluation framework introduced by Lafioune et al. guided the analysis. Key findings highlight the importance of senior management support, adequate funding, staff collaboration, and effective data management for making successful and digital transformation sustainable in the long run. Resistance to change, especially among staff, emerged as a significant obstacle to long-term sustainability. The study reveals that the challenges Icelandic municipalities face are consistent with broader research on digital transformation in public administration. The research emphasizes the need for a comprehensive approach integrating technological, organizational, and cultural changes to ensure a sustainable result from these initiatives. It also underscores the potential of digitalization to enhance public service accessibility and efficiency, promoting social cohesion, equity, and long-term sustainability. Practical recommendations include fostering strong leadership, securing strategic funding, and promoting a collaborative culture to ensure the success of digital initiatives in public services.

How Public Service Accessibility Affects Health of Migrants: Evidence from China.

The effects of public service accessibility on migrant health can provide insights for local governments to optimize public service resource allocation. This study aimed to investigate the relationship between public service accessibility and the health of heterogeneous migrant populations in China, as well as the underlying mechanisms of this relationship. Data from the 2017 China Migrants Dynamic Survey were utilized, employing ordinary least squares, instrumental variable estimation, and mediating and moderating effect analyses. Findings of the regression analysis suggest a positive association between public service accessibility and better health outcomes for migrants, particularly for less educated migrants. Mediating effect analysis revealed that both public service equalization and efficiency significantly mediate the relationship between public service accessibility and migrant health. Enhanced equalization of public services was strongly linked to improved health outcomes among less educated migrants. In contrast, improved public service efficiency significantly benefit highly educated migrants. Moderating effect analysis showed that administrative hierarchy and public service expenditure preference negatively influence the effects of public service accessibility on migrant health. This diminishing effect is more pronounced among less educated migrants in cities with higher administrative hierarchies and among highly educated migrants in cities with a higher proportion of public service expenditure. This study highlights the relationship between public service accessibility and improved migrant health. Its findings suggest that optimized allocation of public service resources could enhance health equity in China's migrant population.

Digital transformation in Russia: Turning from a service model to ensuring technological sovereignty

The paper outlines core aspects of the digital transformation process in Russia since the early 2000s, as well as recent legislative initiatives and practices at the federal level. It considers the digitalization of public services, efforts towards ‘sovereignization’ of the Russian segment of the Internet, and the current focus on cybersecurity and the development of artificial intelligence. The paper highlights the tendency to strengthen the factor of protection of state interests and national security alongside control over online activities of citizens in comparison with the initial understanding of digital transformation as a human-oriented process aimed at increasing the accessibility and convenience of public services. It can be assumed that this change in the goals and methods of digital transformation is one of the manifestations of a broader political, social and cultural process of separation, primarily from the West, that Russian society is currently undergoing, amidst a growing official narrative of threats from both external and internal forces that require greater independence and increased vigilance, including in the digital domain.

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

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

Analysis of the equalization effect of basic public services in new-type urbanization—A case study of county regions in Guizhou, China

The equalization of basic public services and the advancement of new-type urbanization are pivotal concerns within the framework of regional economic theory and national developmental strategies. Nonetheless, China's current landscape of basic public service equalization falls short of desired levels, while the aspiration for high-quality development embedded in new-type urbanization initiatives remains largely aspirational, lacking robust implementation frameworks, particularly in the underdeveloped western counties. Drawing upon an empirical econometric analysis, this study delves into the intricate relationship between new-type urbanization and basic public service equalization, focusing on 88 counties in Guizhou Province, spanning the years 2011–2022. Our findings underscore that new-type urbanization in Guizhou's counties holds significant potential to elevate the standards of basic public service equalization. This positive influence manifests through multifaceted dimensions of urbanization, encompassing economic, demographic, social, and ecological aspects. From a heterogeneity lens, the study reveals that the catalyzing effect of new-type urbanization is notably more pronounced in central Guizhou urban agglomerations compared to their non-central counterparts. Additionally, regions endowed with a robust economic foundation exhibit a significantly greater enhancement in basic public service equalization than those with weaker economic underpinnings. Notably, the implementation of new-type urbanization pilot policies has proven effective, substantially boosting the level of basic public service equalization within the designated pilot areas.This research contributes to the theoretical underpinnings of regional economics by expanding the scope of understanding on how new-type urbanization can foster basic public service equalization. Furthermore, it offers a practical roadmap for Guizhou's counties to harness the transformative power of new-type urbanization strategies, thereby enhancing the accessibility and quality of essential public services across the region.

User Satisfaction and Challenges in Plavon Dukcapil Online Services

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

The Construction and Application of Evaluation Index System of Rural Public Digital Cultural Service Accessibility

ABSTRACTThis research takes the accessibility of rural public digital cultural services as the research object. Based on the accessibility framework and system evaluation theory, an evaluation index system is constructed through investigation and analysis. Firstly, through on‐site investigation and interviews, explore service accessibility factors and establish a feature factor model; Secondly, based on industry norms, an evaluation system was constructed that includes primary, secondary, and tertiary indicators, and was revised and validated through empirical analysis; Finally, the AHP fuzzy comprehensive evaluation method was applied to study the indicator system. The results indicate that the accessibility of public digital cultural services is good, but still needs to be improved, and improvement path suggestions are proposed from the aspects of resource supply, services, organization and management, etc. The research enriches the evaluation system of public cultural services and provide reference for the government to improve public digital cultural services.

Get out of life on the edge: The role of urban public health services on migrants’ social integration in China

AbstractPublic health services for migrants are not only related to their health status, but also crucial to their social integration in the host cities. Using data from the 2017 China Migrants Dynamic Survey, we examine the impacts of urban public health services on migrants’ social integration. We find a positive correlation between the accessibility of public health services among migrants and their social integration. Research on the mechanisms reveals that obtaining public health services contribute to social integration by improving migrants’ health status, fostering the alignment of hygiene practices with those of local residents and promoting family migration. Heterogeneity analysis shows that the positive impact of public health services on social integration is notably pronounced among migrants engaged in informal employment, lacking social security, holding rural hukou and having a relatively brief duration of residence in the host cities. This paper presents valuable insights into migrants’ social integration which is a critical issue for policymakers. By improving the accessibility of public health services, migrants will better integrate into host cities. The findings may be instructive for promoting urbanization in China and other countries.

The transition to direct mayoral elections in clientelistic environments: Causal public spending and service delivery effects

We examine the impact of the transition to direct mayoral elections on district spending and household public service access in Indonesia during a period of momentous national democratic reform. We leverage the arguably exogenous timing of direct local elections to specify a staggered difference-in-differences model, which we estimate using the latest methods to plausibly identify causal effects. We find that the transition to direct elections led to a consistent and large decline in capital spending in both pre- and post-election years. We also determine that the transition resulted in a moderate decrease in household service access in the post-election period. Pre-election capital spending impacts are a function of both general disruptions associated with the transition and emerging clientelism. Service access effects are completely explained by the relative extent of clientelism across districts. We conclude that the local democratic transition in Indonesia had a mostly negative impact on key spending and service outcomes, at least in the short-run and for those districts in which clientelistic practices were especially pronounced.

Connect, collaborate and tailor: a model of community engagement through infographic design during the COVID-19 pandemic

BackgroundAcross the globe, racial and ethnic minorities have been disproportionately affected by COVID-19 with increased risk of infection and burden from disease. Vaccine hesitancy has contributed to variation in vaccine uptake and compromised population-based vaccination programs in many countries. Connect, Collaborate and Tailor (CCT) is a Public Health Agency of Canada funded project to make new connections between public health, healthcare professionals and underserved communities in order to create culturally adapted communication about COVID-19 vaccines. This paper describes the CCT process and outcomes as a community engagement model that identified information gaps and created tailored tools to address misinformation and improve vaccine acceptance.MethodsSemi-structured interviews with CCT participants were undertaken to evaluate the effectiveness of CCT in identifying and addressing topics of concern to underserved and ethnic minority communities. Interviews also explored CCT participants’ experiences of collaboration through the development of new partnerships between ethnic minority communities, public health and academic researchers, and the evolution of co-operation sharing ideas and creating infographics. Thematic analysis was used to produce representative themes. The activities described were aligned with the levels of public engagement described in the IAP2 spectrum (International Association for Public Participation).ResultsAnalysis of interviews (n = 14) revealed that shared purpose and urgency in responding to the COVID-19 pandemic motivated co-operation among CCT participants. Acknowledgement of past harm, present health, and impact of social inequities on public service access was an essential first step in establishing trust. Creating safe spaces for open dialogue led to successful, iterative cycles of consultation and feedback between participants; a process that not only helped create tailored infographics but also deepened engagement and collaboration. Over time, the infographic material development was increasingly directed by community representatives’ commentary on their groups’ real-time needs and communication preferences. This feedback noticeably guided the choice, style, and presentation of infographic content while also directing dissemination strategies and vaccine confidence building activities.ConclusionsThe CCT process to create COVID-19 vaccine communication materials led to evolving co-operation between groups who had not routinely worked together before; strong community engagement was a key driver of change. Ensuring a respectful environment for open dialogue and visibly using feedback to create information products provided a foundation for building relationships. Finally, our data indicate participants sought reinforcement of close cooperative ties and continued investment in shared responsibility for community partnership-based public health.

Opioid-specific harm reduction in the emergency department: how staff provide harm reduction and contextual factors that impact their capacity to engage in harm reduction practice

BackgroundEmergency Departments (ED) staff, including nurses and physicians, are most directly involved in the care of people who use unregulated substances, and are ideally positioned to provide harm reduction interventions. Conceptualizing the ED as a complex adaptive system, this paper examines how ED staff experience opioid-specific harm reduction provision and engage in harm reduction practice, including potential facilitators and barriers to engagement.MethodsUsing a mixed methods approach, ED nurses and physicians completed a self-administered staff survey (n = 99) and one-on-one semi-structured interviews (n = 15). Five additional interviews were completed with clinical leaders. Survey data were analyzed to generate descriptive statistics and to compute scale scores. De-identified interview data were analyzed using a reflexive thematic analysis approach, which was informed by the theory of complex adaptive systems, as well as understandings of harm reduction as both a technical solution and a contextualized social practice. The final analysis involved mixed analysis through integrating both quantitative and qualitative data to generate overarching analytical themes.ResultsStudy findings illustrated that, within the context of the ED as a complex adaptive system, three interrelated contextual factors shape the capacity of staff to engage in harm reduction practice, and to implement the full range of opioid-specific harm reduction interventions available. These factors include opportunities to leverage benefits afforded by working collaboratively with colleagues, adequate preparation through receiving the necessary education and training, and support in helping patients establish connections for ongoing care.ConclusionsThere is a need for harm reduction provision across all health and social care settings where people who use unregulated opioids access public sector services. In the context of the ED, attention to contextual factors including teamwork, preparedness, and connections is warranted to support that ED staff engage in harm reduction practice.

Exploring Drivers of Healthcare Utilization among the Working and Non-Working Elderly Population: Insights from LASI

Background The elderly population of India has been growing exponentially over the past few decades, caused by a decline in fertility and an increase in life expectancy. The growth eventually has transcended the disease burden on the public healthcare system. This calls for a need to evaluate the healthcare utilization pattern of the elderly based on their socioeconomic and working condition. Methods Study used access to public and private healthcare services to measure healthcare utilization. Descriptive analysis and multivariable logistic regression were used to understand utilization patterns by working status and some selected sociodemographic parameters. All the results were reported at a 95% confidence interval. Results Using the data from the first wave of Longitudinal Ageing Study in India (LASI) with a sample of 22,680 older persons 60 years and above. The study identified that 50% of the working elderly access private services; however, 26% access public healthcare services. It was found that the working status of the elderly alone did not influence access to healthcare services, but education is also an essential indicator for utilizing healthcare services. Further, factors such as gender, marital status, religion, wealth, tobacco usage, self-rated health, ADL and IADL were significant predictors of healthcare services’ utilization for the elderly. Conclusion This study suggests that there are not many differences found among working and non-working status with healthcare utilization, although some sociodemographic indicators are associated with the utilization of healthcare services, highlighting that increasing health needs among the elderly requires strengthening the quality and appropriate public investment in health.

Effectiveness of demographic policy measures in addressing population decline in contemporary Russia

Demographic policy is one of the key tasks of almost any state at the present time. It correlates with the solution of pressing problems in the economic and social spheres, directly depends on the state of healthcare, education, migration policy and other factors and directly affects the socio-economic development of both individual regions and the country as a whole. Many Russian and foreign researchers believe that demographic indicators very accurately reflect the socio-economic and political situation of the state. The relevance of the study is due to the fact that for the progressive socio-economic development of any country, positive demographic dynamics are necessary. The main sign of the negative demographic situation that has developed in modern Russia and a number of countries, primarily European, is the growing scale of depopulation (population extinction). The purpose of this work was to analyze the existing demographic policy of Russia and compare demographic trends in Russia and other countries. The work uses methods of statistical data analysis, comparison of statistical indicators of fertility, mortality, natural population decline, migration, marriage rates in Russia and the Republic of Srpska, methods of retrospective analysis, research of the institutional environment created by the action of state and national programs “Demography”, “Providing accessible and comfortable housing and public services for citizens of the Russian Federation”, “Strategy of socio-economic development for the period until 2024”, Presidential decrees, etc. Research has shown that despite measures taken to overcome the demographic crisis, Russia’s population continues to decline. According to the Federal State Statistics Service of the Russian Federation (Rosstat), as of 1 January 2023, 146.45 million people lived in Russia. By 1 January 2046, according to a Rosstat forecast published in October 2023 the country’s population will decrease to 138.77 million people. To solve demographic problems in the Russian Federation, a national project “Demography” was developed and approved. The government has allocated more than 3 trillion rubles for its implementation. However, it is not possible to completely overcome the negative trend. The authors proposed a number of economic and ideological measures within the framework of agglomeration, migration, and family support policies that can be used within the framework of socio-economic development strategies and national programs aimed at overcoming the demographic crisis.

DECENTRALIZATION DYNAMICS: ASSESSING LOCAL GOVERNMENT PERFORMANCE IN LINGGA

This study examines the implementation of decentralization in Lingga, Indonesia, focusing on the performance of the local government (Pemda) and its impacts on community engagement and public service delivery. Utilizing a qualitative case study approach, the research reveals both significant successes and ongoing challenges associated with decentralization. While increased local autonomy has fostered greater community participation and responsiveness to local needs, persistent issues such as financial dependency, bureaucratic inefficiencies, and geographic isolation hinder effective governance. The findings highlight disparities in public service access, particularly for marginalized communities in remote areas. The study contributes to the broader discourse on decentralization by emphasizing the need for context-specific policies that address local realities. Based on these insights, several policy recommendations are proposed, including enhanced financial support for local governments, capacity-building initiatives for local officials, and the development of inclusive governance mechanisms. These measures aim to strengthen the implementation of decentralization in Lingga, ensuring that it delivers equitable and effective governance outcomes for all residents.

Implementasi Cyber Public Relations Humas Pemerintah Kabupaten Sumedang melalui Media "WA KEPO"

Sumedang Regency Government implements cyber public relations by designing and managing public information using a social media platform called WA KEPO (WhatsApp Kebutuhan Informsi dan Pelayanan Online). This research aims to examine how the Sumedang Regency Government implements cyber public relations. The study employs a qualitative approach with a case study research method. The findings indicate that the Sumedang Regency Government uses WA KEPO as a medium for public information to ensure transparency. Information shared through WA KEPO demonstrates a commitment to transparency. The presence of cyber public relations elements in WA KEPO shows that using WA KEPO as a public information medium represents a form of cyber public relations activity and reflects digital transformation within the government system. The public uses WA KEPO to access information and public services. Although the platform has facilitated access to information, the effectiveness and challenges faced by users when accessing WA KEPO need to be re-evaluated. The Sumedang Regency Government implements cyber public relations through WA KEPO by taking strategic steps to establish the platform and by collaborating with regional organizations (OPDs) and vertical agencies. The choice of WhatsApp is based on its widespread use among people in Indonesia and the convenience and speed it offers in delivering information. This study concludes that the Sumedang Regency Government effectively implements cyber public relations through WA KEPO as an information medium.

Strengthening Public Communication in Delivering Premium Services to the Community of North Labuhan Batu District

<em>This dissertation aims to study the public communication strategies used by the North Labuhanbatu Regency government to provide the best service to the community. This shows that improving communication infrastructure and human resources is needed to improve public service performance and community satisfaction. This research focuses on media observations in Aek Kanopan, North Labuhanbatu Regency. Primary data was collected from documents, books and journals, as well as secondary data from discussions, interviews and focus group observations. Interactive analysis and triangulation ensure fairness, reliability, and appropriateness of the method. Analysis of excellent service in North Labuhanbatu Regency shows that communication is very important to strengthen government and community relations. To achieve community satisfaction, things like accessibility, responsiveness, and transparency must be used. Better public communication can help the North Labuhanbatu Regency government increase trust, community participation, crisis management, public education, and strengthen shared values. This can all be achieved through effective two-way interaction and communication. The government's digital communication model combines digital technology, two-way communication, transparency, and excellent service. The public's response to efforts to strengthen government communications shows that the public is actively involved in government efforts and provides criticism and appreciation. Improving the quality and accessibility of public services through digitalization and innovation in the civil registration, education, health and social systems is part of the communication dynamics in North Labuhanbatu Regency. One of the efforts made is to increase service efficiency through the use of information technology, improve two-way communication for better response, and increase staff capacity to ensure effective and efficient services.</em>

Factors affecting effective citizen-based monitoring of frontline service delivery in South Africa

Background: In South African local government, citizen-based monitoring (CBM) for frontline service delivery is pivotal for enhancing governance. Understanding the factors shaping effective CBM in this context is crucial for improving public service delivery. This study examines the complex dynamics involving government departments, community-based organisations (CBOs) and local media communities in CBM to uncover challenges and opportunities within frontline service delivery.Aim: This research identifies and analyses the factors impacting the effective CBM of frontline service delivery in South African local government. Despite existing research, gaps persist in understanding collaboration among government departments, CBOs and local media in frontline service delivery.Setting: The study conducted within South African local government focuses on frontline services like healthcare and education across urban and rural areas, ensuring comprehensive insights into CBM challenges.Methods: A mixed-methods approach was used, including qualitative interviews, surveys and document analysis. Interviews with government officials, CBO representatives and media members provided qualitative data, while surveys collected quantitative insights from citizens. Secondary sources supplemented the findings.Results: The study reveals multifaceted factors influencing CBM in frontline service delivery, including communication dynamics, resource availability, political influences and diverse stakeholder perceptions.Conclusion: Addressing these factors requires stakeholder collaboration to foster trust, allocate resources and mitigate political influences. Policymakers must optimise CBM to enhance frontline service delivery.Contribution: This study contributes to improving public service access and quality in South African local government by identifying challenges and opportunities. It offers insights for policymakers and stakeholders to enhance transparency, accountability and citizen engagement.

Improving service accessibility and equity for sustainable development goals without newly facilities by rural settlement reconstruction

Ensuring the provision of accessible, affordable, and high-quality public services to all individuals aligns with one of the paramount aims of the United Nations’ Sustainable Development Goals (SDGs). In the face of escalating urbanization and a dwindling rural populace in China, reconstructing rural settlements to enhance public service accessibility has become a fundamental strategy for achieving the SDGs in rural areas. However, few studies have examined the optimal methods for rural settlement reconstruction that ensure accessible and equitable public services while considering multiple existing facilities and service provisions. This paper focuses on rural settlement reconstruction in the context of the SDGs, employing an inverted MCLP-CC (maximal coverage location problem for complementary coverage) model to identify optimal rural settlements and a rank-based method for their relocation. Conducted in Changyuan, a county-level city in Henan Province, China, this study observed significant enhancements in both accessibility and equity following rural settlement reconstruction by utilizing the MH3SFCA (modified Huff 3-step floating catchment area) and the spatial Lorenz curve method. Remarkably, these improvements were achieved without the addition of new facilities, with the accessibility increasing by 44.21%, 4.97%, and 3.11%; Gini coefficients decreasing by 19.53%, 1.64%, and 3.18%; Ricci-Schutz coefficients decreasing by 21.09%, 2.09%, and 4.33% for educational, medical, and cultural and sports facilities, respectively. It indicated that rural settlement reconstruction can bolster the accessibility and equity of public services by leveraging existing facilities. This paper provides a new framework for stakeholders to better reconstruct rural settlements and promote sustainable development in rural areas in China.

Housing-Resources Spatial Mismatch Investigation of Affordable Housing and Policy Implementation: A Case Study from Hangzhou, China

Intensive spatial transformation and restructuring in China these years has brought the separation of residence-job, so as to residence-public services, which adversely affects people’s access and enjoyment of job and public service resources, especially for the disadvantaged populations with limited choice of residence location and insufficient access to those resources. The residents of affordable housing are among the typical disadvantaged populations under the existing affordable housing policy in China. Residence-job separation of affordable housing residents has been paid much attention in literature, but no specific study has been conducted on the residence-public services separation and the behavioral responses of the residents. Spatial mismatch theory was originally put forward to reveal the adverse labor market outcome brought about by residence-job separation, and nowadays some scholars have tried to extend the residence-job spatial mismatch to residence-other resource spatial mismatch. This research responds to both the dilemma facing by the disadvantaged affordable housing residents and the extension trend of spatial mismatch theory. By applying the spatial mismatch theory and taking several affordable housing communities of Hangzhou as examples, the study explore the problems existing in affordable housing in commuting, employment, public service and residents' behavior response. The results found that the current affordable housing policy has led to an increase in commuting costs, a decrease in employment accessibility and welfare, a decrease in accessibility and satisfaction of public services, and disruptive behavior in the affordable housing market. These problems are mainly caused by remote layout and single supply, unreasonable allocation methods, difficulty in exchanging housing units and inadequate supervision of undesirable behaviors. To alleviate the spatial mismatch between housing and resources in Hangzhou, policy suggestions could be considered from four aspects: housing layout and supply, allocation methods, housing exchange and supervision.

Aksesibilitas Pelayanan Publik bagi Penyandang Disabilitas pada Pemerintah Daerah Kabupaten Tangerang

In this study, there is an identification of a gap between what is expected and the actual reality in the efforts of the Tangerang district government in fulfilling the rights of persons with disabilities. This gap, which is called das sein and das sollen, encouraged researchers to make a thesis on the issue. The purpose of this study is to provide a detailed description of the level of accessibility of public services available to individuals with disabilities within the Tangerang Regency local government. Zeithaml, Parasuraman, and Berry (as cited in Hardiansyah, 2018: 63) propose that to assess the quality of service actually perceived by consumers, there are specific indicators of service quality that can be categorised into five categories of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. The results of this study have several points 1) Incomplete regulations or technical implementation standards for public services for persons with disabilities in the form of Tangerang Regent regulations as guidelines for the implementation of Tangerang Regency PERDA No. 11/2018 concerning the protection and fulfilment of the rights of persons with disabilities; 2) The attitude of government officials towards persons with disabilities The government is one of the important actors in the successful implementation of public service accessibility for persons with disabilities. 3) Attitudes of non-disabled people towards people with disabilities and people with disabilities towards non-disabled people In addition to the government as an important actor in the successful implementation of accessibility of public services for persons with disabilities, non-disabled people have an important part in the successful implementation of public service accessibility for persons with disabilities. Suggestions for the Tangerang Regency Government, especially public service providers from the executive branch, to immediately make a Tangerang Regent Regulation (PERBUP) regarding the fulfilment of the rights of persons with disabilities so that it can become a guideline and technical guidance for all public service providers.