Public Service Transformation  (A Case Study of Online Single Submission at The Office of Investment and Integrated Services Magelang Municipality)

Saputra, Angga; Pratama, Arif Budy; Orbawati, Eny Boedi

doi:10.26858/jiap.v9i1.9320

Cited by 6 publications

(6 citation statements)

References 6 publications

(7 reference statements)

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“…As described in Table 2, we need to maximize the output while at the same time minimizing the input such as expenses, time, and effort in order to improve the efficiency [17], [55]. For example as described in Saputra et al [56] the emergence of an online single application service system in Magelang Regency in Indonesia has increased the efficiency of government service delivery for processing trade business permits from 5 days to an hour. On the other hand, effectiveness is defined as the contribution of the smart service delivery to the stakeholders such as citizens and private sectors, by improving communications and interactions with them [17].…”

Section: Literature Reviewmentioning

confidence: 99%

Evaluating Public Service Delivery Smartness and Impact on Citizens’ Well-Being

2022

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Public sectors are increasingly adopting emerging technologies to innovate and deliver smart services to enhance citizens' overall well-being. Although the idea of smartness in public sector service innovations has been explored from the perspective of service providers, limited study has been done from the perspective of end users. Furthermore, the impact of smart service delivery on citizens' quality of life has been widely studied quantitatively, but qualitative evidence has been sparse. This paper aims to address those research gaps using a mobile-based innovation in the motor vehicle annual registration services (SAMBARA) recently introduced by the West Java Province in Indonesia as a case study. We use a qualitative smartness measurement framework based on efficiency, effectiveness, transparency, and collaboration metrics to assess the smartness of the service. We also evaluate the service's influence on enhancing citizens' overall quality of life using the well-being framework, which is based on aspects of usefulness, safety, and convenience experiences. We verified the significance of our findings across various participants' background using statistical analysis ANOVA. The outcome of the study shows that mobile-based innovation services not only create smartness in public service delivery but also improve citizens' well-being regardless of their various backgrounds. This research contributes to the public service innovation knowledge base and offers a baseline study for researchers and practitioners to carry out similar study in other emergent nations like Indonesia.INDEX TERMS Public sectors, public service delivery, innovation in public services, smartness in service delivery, smart government, citizens' well-being, citizens' quality of life, SAMBARA.

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Section: Literature Reviewmentioning

confidence: 99%

Evaluating Public Service Delivery Smartness and Impact on Citizens’ Well-Being

2022

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“…In other words, human resources are necessary for an organization. Despite numerous facilities, infrastructures, and human resources, an organization will not be well run without reliable human resources (Aneta et al, 2019;Saputra et al, 2019). Table 3 presents our findings of the effectiveness of online-based licensing services in the Fourth Industrial Revolution.…”

Section: The Determinants Of Licensing Service Quality In Gorontalomentioning

confidence: 99%

The Effectiveness of Online-Based Licensing Services at The Capital Investment and Integrated One-Stop Services (DPM-PTSP) in The Fourth Industrial Revolution

2020

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The research aims to analyze the effectiveness of online-based licensing services at the Capital Investment and Integrated One-stop Services (DPM-PTSP) in the Fourth Industrial Revolution. The research method was using a survey method with an explanatory approach and serving the research findings in a descriptive-quantitative way. The informants were the state civil apparatuses at DPM-PTSP. The data collection techniques were: 1) Observation, 2) Interview, and 3) Questionnaire. Meanwhile, the data analysis techniques used were data reduction, data display, and data verification interpreted quantitatively and qualitatively and taken from primary and secondary data. The research findings were: 1) The integrated one-stop service concept to improve the quality of licensing services in Gorontalo in the Fourth Industrial Revolution; 2) The determinants of the quality of licensing services in Gorontalo in the Fourth Industrial Revolution; 3) The effectiveness of online-based licensing services at DPM-PTSP in terms of a) Services: less optimized online-based licensing service implementation. The evidence argued that the service was ineffective in terms of human resources which were low. Either the staff or facilities and infrastructures were inadequate, b) Online-based program implementation: the implementation of online-based licensing services was not optimized as it was a new program at DPM-PTSP. Besides, several challenges started to appear; such as the limited number of staff who provided the online-based service for the community, the community’s inadequate understanding of how to use the Internet and the online-based licensing services, lack of facilities and infrastructures, and others. The challenges could be reduced by optimizing the education and training for the staff, optimizing socialization from DPM-PTSP to the community who were not experienced in using technology networks, providing facilities and infrastructures needed by providing budget, and optimizing service provision. Furthermore, DPM-PTSP should well respond to the customers’ complaints and improve their service performances.

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“…The application of electronic services in the banking sector has been proven to increase the effectiveness and efficiency of services [9][10][11], public participatory of tax services in Malang using e-registration, e-SPT, e-Filling, and e-Billing systems increased every year [12]. One Single Submission (OSS), an electronically integrated business licensing service system launched by the Indonesian Investment Coordinating Board (BKPM) in the frame of electronic transformation, can shorten service time in processing a Company Business License (SIUP) in Magelang from 5 days to only 1 h, and the challenge in the adaptation process for the OSS system transformation is the low awareness of business actors regarding OSS application [13].…”

Section: Introductionmentioning

confidence: 99%

Public Acceptance of Electronic Land Certificate

Purbawa,

Prihatin,

Wicaksono

et al. 2023

Advances in Social Science, Education and Humanities Research

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In the frame of e-government, the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency recently issued an electronic land certificate policy through ministerial regulation number 1 of 2021 concerning electronic certificates. Since this is a relatively new policy and its acceptance level is still unidentified, this paper is aimed to measure the public acceptance index of the electronic land certificate by conducting an online survey in DKI Jakarta Province because it is included as one of the pilot projects provinces for the policy implementation. This research is a quantitative study, and the primary data were collected by conducting an online survey using the questionnaire; however, only 101 out of 1,625 respondents answered the survey questionnaire. Data comprised 48 respondents in the control group and 53 in the treatment group. We further estimated the effect of attaching detailed information about the electronic land certificate in the questionnaire on the acceptance level using coarsened exact matching. The acceptance level in DKI Jakarta is relatively high; it is 3.33, 3.40, and 3.47 (1 to 5 Likert scale) for each statement of acceptance. We found that attaching detailed information about the electronic land certificate in the questionnaire has no significant effect on its acceptance. We suggest the government should consider not only the readiness of the internal aspect but al-so the public acceptance, and it is necessary to measure the public acceptance of the policy in other provinces to enlarge the observations because public acceptance reflects the size of the benefits derived from the electronic land certificate policy.

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Public Service Transformation (A Case Study of Online Single Submission at The Office of Investment and Integrated Services Magelang Municipality)

Cited by 6 publications

References 6 publications

Evaluating Public Service Delivery Smartness and Impact on Citizens’ Well-Being

Evaluating Public Service Delivery Smartness and Impact on Citizens’ Well-Being

The Effectiveness of Online-Based Licensing Services at The Capital Investment and Integrated One-Stop Services (DPM-PTSP) in The Fourth Industrial Revolution

Public Acceptance of Electronic Land Certificate

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