Democratizing Public Services in Indonesia: Analysis for Mall Public Service in Palembang
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Published:
Dec 30, 2023
Keywords:
Public Administration Paradigms, Information and Technology, Civil Service, Public Service Mall, Palembang
Main Article Content
Abstract
Improving public administration and civil service performance have been ongoing process for looking ways to build the most responsive systems of public service. The present era of globalization and of revolutionary development of information technologies, increased levels of uncertainty and mutual interdependence pose new challenges for public administration systems, in general, and civil servant systems, in particular. This paper provides a critical analysis of civil service reforms in establishing democratic public service through Public Service Mall in Palembang. A precisely approach for this study, it basically used qualitative by examining literature review related in public administration reform. Through this paper, we found that 1), Public Service Mall in Palembang reforms in enhancing civil service quality not modernized reforms, 2) current civil service systems are traditionally structured, rigid, inward-looking and based on outdated competencies. Thus, measures to align civil service systems with these new characteristics are required for democratizing public service in Palembang would be able to implement effectively.
Article Details
How to Cite
Anisyah, S., & Harahap, R. (2023). Democratizing Public Services in Indonesia: Analysis for Mall Public Service in Palembang. Jurnal Studi Sosial Dan Politik, 7(2), 211-223. https://doi.org/10.19109/jssp.v7i2.18977
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How to Cite
Anisyah, S., & Harahap, R. (2023). Democratizing Public Services in Indonesia: Analysis for Mall Public Service in Palembang. Jurnal Studi Sosial Dan Politik, 7(2), 211-223. https://doi.org/10.19109/jssp.v7i2.18977
References
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Baimenov, A., & Liverakos, P. (2019). Public service excellence in the 21st century. In Public Service Excellence in the 21st Century. https://doi.org/10.1007/978-981-13-3215-9
Bingham, L. B., Nabatchi, T., & O’Leary, R. (2005). The new governance: Practices and processes for stakeholder and citizen participation in the work of government. Public Administration Review, 65(5), 547–558. https://doi.org/10.1111/j.1540-6210.2005.00482.x
Box, R. C. (1999). Running government like a business: Implications for public administration theory and practice. American Review of Public Administration, 29(1), 19–43. https://doi.org/10.1177/02750749922064256
Bryson, J. M., Crosby, B. C., & Bloomberg, L. (2014). Public value governance: Moving beyond traditional public administration and the new public management. Public Administration Review, 74(4), 445–456. https://doi.org/10.1111/puar.12238
Christensen, T., & Lægreid, P. (2013). The ashgate research companion to new public management. In The Ashgate Research Companion to New Public Management. https://doi.org/10.1057/ap.2011.31
Creswell, J. W., & Miller, D. L. (2000). Determining validity in qualitative inquiry. Theory into Practice, 39(3), 124–130. https://doi.org/10.1207/s15430421tip3903_2
Daniel, R., & Mansur, S. (2021). Service of Excellence of DKI Jakarta Public Service Mall and Customer Satisfaction. October. https://doi.org/10.4108/eai.28-9-2020.2307368
Davis, R. S., Moldavanova, A. V., & Stazyk, E. C. (2020). A tribute to H. George Frederickson – One of public administration’s modern-day founding fathers. Journal of Public Affairs Education, 26(3), 256–263. https://doi.org/10.1080/15236803.2020.1809243
Deem, R., & Brehony, K. J. (2005). Management as ideology: The case of “new managerialism” in higher education. Oxford Review of Education, 31(2), 217–235. https://doi.org/10.1080/03054980500117827
Denhardt, J., Terry, L., Delacruz, E. R., & Andonoska, L. (2009). Barriers to citizen engagement in developing countries. International Journal of Public Administration, 32(14), 1268–1288. https://doi.org/10.1080/01900690903344726
Denhardt, R. B., & Denhardt, J. V. (2000). The new public service: Serving rather than steering. Public Administration Review, 60(6), 549–559. https://doi.org/10.1111/0033-3352.00117
Denhardt, R. B., & Denhardt, J. V. (2003). The new public service: An approach to reform. International Review of Public Administration, 8(1), 3–10. https://doi.org/10.1080/12294659.2003.10805013
Dpmptsp.palembang.go.id. (2022). Mal Pelayanan Publik (MPP) DPMPTSP Kota Palembang dengan Jumlah dan Jenis Pelayanan Perizinan Masyarakat meliputi 30 Instansi yang bergabung. Dpmptsp.Palembang.Go.Id. https://dpmptsp.palembang.go.id/r/mal-pelayanan-publik-mpp-dpmptsp-kota-palembang-dengan-jumlah-dan-jenis-pelayanan-perizinan-masyarakat-meliputi-30-instansi-yang-bergabung
Emerson, K., Nabatchi, T., & Balogh, S. (2012). An integrative framework for collaborative governance. Journal of Public Administration Research and Theory, 22(1), 1–29. https://doi.org/10.1093/jopart/mur011
Frederickson, H. G. (2004). Whatever Happened to Public Management? Governance, Governance Everywhere. Centre For Public Services Organisations Seminar, 1–36. http://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:WHATEVER+HAPPENED+TO+PUBLIC+GOVERNANCE+,+GOVERNANCE+EVERYWHERE#2
Fukuyama, F. (2016). Governance: What Do We Know, and How Do We Know It? Annual Review of Political Science, 19(June), 89–105. https://doi.org/10.1146/annurev-polisci-042214-044240
Grant, G., & Chau, D. (2006). Developing a generic framework for e-government. Advanced Topics in Global Information Management, 5, 72–101. https://doi.org/10.4018/978-1-59140-923-6.ch004
Gruening, G. (2001). Origin and theoretical basis of new public management. International Public Management Journal, 4(1), 1–25. https://doi.org/10.1016/S1096-7494(01)00041-1
Haque, S. (2007). Revisiting_the_New_Public_Management.pdf. Public Administration, 67(1), 179–182. https://doi.org/10.1111/j.1540-6210.2006.00705_5.x
Hefetz, A., & Warner, M. E. (2012). Contracting or public delivery? the importance of service, market, and management characteristics. Journal of Public Administration Research and Theory, 22(2), 289–317. https://doi.org/10.1093/jopart/mur006
Herizal, H., Mukhrijal, M., & Wance, M. (2020). Pendekatan Akuntabilitas Pelayanan Publik Dalam Mengikuti Perubahan Paradigma Baru Administrasi Publik. Journal of Governance and Social Policy, 1(1), 24–34. https://doi.org/10.24815/gaspol.v1i1.17327
Hughes, O. E. (2018). Public Management and Administration. In Public Management and Administration. https://doi.org/10.1057/978-1-137-56010-0
Ismanto. (2012). Revitalisasi Etika Administrasi Sebagai Manifestasi Paradigma “New Public Service” Dalam Penyelenggaraan Pemerintahan. Jurnal Riset Akuntansi Dan Auditing “Goodwill,” 3(1), 86–98.
Karpa, M. I., Akimova, L. M., Akimov, O. O., Serohina, N., Oleshko, O., & Lipovska, N. (2021). Public Administration as a Systemic Phenomenon in Society. Journal of Interdisciplinary Research, 11(1), 56–62.
Lægreid, P. (2016). Public Administration Theories: Instrumental and Value Rationality. Journal of Public Administration Research and Theory, 26(3), 588–590. https://doi.org/10.1093/jopart/muv050
Mahmudi, M. (2003). New Public Management (NPM): Pendekatan Baru Manajemen Sektor Publik. Sinergi, 6(1), 69–76. https://doi.org/10.20885/sinergi.vol6.iss1.art5
Mahsyar, A. (2011). Masalah Pelayanan Publik di Indonesia Dalam Perspektif Administrasi Publik. Otoritas : Jurnal Ilmu Pemerintahan, 1(2), 81–90. https://doi.org/10.26618/ojip.v1i2.22
Margetts, H., & Dunleavy, P. (2013). The second wave of digital-era governance: A quasi-paradigm for government on the Web. Philosophical Transactions of the Royal Society A: Mathematical, Physical and Engineering Sciences, 371(1987). https://doi.org/10.1098/rsta.2012.0382
Mattei, G., Grossi, G., & Guthrie A.M, J. (2021). Exploring past, present and future trends in public sector auditing research: a literature review. In Meditari Accountancy Research (Vol. 29, Issue 7). https://doi.org/10.1108/MEDAR-09-2020-1008
McDonald, B. D., Hall, J. L., O’Flynn, J., & van Thiel, S. (2022). The future of public administration research: An editor’s perspective. Public Administration, 100(1), 59–71. https://doi.org/10.1111/padm.12829
McLaughlin, K., & Osborne, S. P. (2005). Current trends and future prospects of public management: A guide. In New Public Management: Current Trends and Future Prospects. https://doi.org/10.4324/9780203996362-4
Menpan.go.id. (2020). Mal Pelayanan Publik Terbesar di Indonesia Segera Diresmikan. Www.Menpan.Go.Id. https://www.menpan.go.id/site/berita-terkini/mal-pelayanan-publik-terbesar-di-indonesia-segera-diresmikan
Miles, M. B., Huberman, A. M., & Saldaña, J. (2018). Qualitative data analysis: A methods sourcebook. SAGE Publications.
Ministry of Home Affairs. (2014). Regulation of the Minister of State Apparatus Utilization and Bureaucratic Reform Republic of Indonesia Number 30 of 2014 concerning Guidelines for Public Service Innovation. Perpus.Menpan.Go.Id.
Moleong, L. J. (2021). Metodologi penelitian kualitatif. PT. Remaja Rosdakarya.
Muazzinah, Malia, N., & Mahmuddin. (2021). Public Service Mall Innovation in Banda Aceh City. Journal of Governance and Integrity, 5(1), 170–184. https://doi.org/10.15282/jgi.5.1.2021.7014
Mulgan, R. (2000). “Accountability”: An Ever-Expanding Concept? Public Administration, 78(3), 555–573. https://doi.org/10.1111/1467-9299.00218
Newland, C. A. (Chet). (2020). Ideals and Realities in the American Civil Service. International Journal of Civil Service Reform and Practice, 5(1), 1–11.
O’Flynn, J. (2007). From new public management to public value: Paradigmatic change and managerial implications. Australian Journal of Public Administration, 66(3), 353–366. https://doi.org/10.1111/j.1467-8500.2007.00545.x
Osborne, S. P. (2006). The new public governance? Public Management Review, 8(3), 377–387. https://doi.org/10.1080/14719030600853022
Peristeras, V., Tsekos, T. N., & Tarabanis, K. (2002). Analyzing E-Government as a Paradigm. UNTC Occasional Papers Series, 1.
Perry, J. L. (2007). Democracy and the new public service. American Review of Public Administration, 37(1), 3–16. https://doi.org/10.1177/0275074006296091
Purnomo, S., & Qomariah, N. (2019). Improve Community Satisfaction and Trust in the Public Service Mal of Banyuwangi District. Proceding CelSciTech UMRI 2019, 4(December), 40–47. https://www.researchgate.net/publication/357303030_Improve_Community_Satisfaction_and_Trust_in_the_Public_Service_Mal_of_Banyuwangi_District
Rammata, D. M. (2021). Traditional Public Administration Versus New Public Management. Academia.Edu, 1–26. https://www.academia.edu/download/65559505/VARSAN_1.PDF
Rommel, J., & Christiaens, J. (2006). Beyond the Paradigm Clashes in Public Administration. Administrative Theory & Praxis, 28(4), 610–617. https://doi.org/10.1080/10841806.2006.11029554
Sari, N. M. (2021). Information Service Activities on the Public Satisfaction Levels in the Public Service Mall of Palopo City. Jurnal Bina Praja, 13(2), 219–229. https://doi.org/10.21787/jbp.13.2021.219-229
Schreurs, P. (2002). Symposium: Rationality and Public Administration: Introduction. Administrative Theory & Praxis, 24(2), 279–286. https://doi.org/10.1080/10841806.2002.11029363
Tõnurist, P., Kattel, R., & Lember, V. (2017). Innovation labs in the public sector: what they are and what they do? Public Management Review, 19(10), 1455–1479. https://doi.org/10.1080/14719037.2017.1287939
van der Wal, Z., de Graaf, G., & Lawton, A. (2011). Competing values in public management introduction to the symposium issue. Public Management Review, 13(3), 331–341. https://doi.org/10.1080/14719037.2011.554098
Vyas-Doorgapersad, S. (2011). Paradigm shift from New Public Administration to New Public Management: theory and practice in Africa. The Journal for Transdisciplinary Research in Southern Africa, 7(2), 235–250. https://doi.org/10.4102/td.v7i2.240
Williamson, B. (2015). Governing software: networks, databases and algorithmic power in the digital governance of public education. Learning, Media and Technology, 40(1), 83–105. https://doi.org/10.1080/17439884.2014.924527
Yeboah-Assiamah, E., Asamoah, K., & Kyeremeh, T. A. (2016). Therefore, Is Bureaucracy Dead? Making a Case for Complementarity of Paradigms in Public Administrative Thinking and Discourse. International Journal of Public Administration, 39(5), 382–394. https://doi.org/10.1080/01900692.2015.1015558
Argyriades, D. (2021). PUBLIC S ERVICE AND D EMOCRACY OR W ARFARE AND E MPIRE ; A DMINISTRATION OR M ANAGEMENT. International Journal of Civil Service Reform and Practice, 6(1), 1–14.
Baimenov, A., & Liverakos, P. (2019). Public service excellence in the 21st century. In Public Service Excellence in the 21st Century. https://doi.org/10.1007/978-981-13-3215-9
Bingham, L. B., Nabatchi, T., & O’Leary, R. (2005). The new governance: Practices and processes for stakeholder and citizen participation in the work of government. Public Administration Review, 65(5), 547–558. https://doi.org/10.1111/j.1540-6210.2005.00482.x
Box, R. C. (1999). Running government like a business: Implications for public administration theory and practice. American Review of Public Administration, 29(1), 19–43. https://doi.org/10.1177/02750749922064256
Bryson, J. M., Crosby, B. C., & Bloomberg, L. (2014). Public value governance: Moving beyond traditional public administration and the new public management. Public Administration Review, 74(4), 445–456. https://doi.org/10.1111/puar.12238
Christensen, T., & Lægreid, P. (2013). The ashgate research companion to new public management. In The Ashgate Research Companion to New Public Management. https://doi.org/10.1057/ap.2011.31
Creswell, J. W., & Miller, D. L. (2000). Determining validity in qualitative inquiry. Theory into Practice, 39(3), 124–130. https://doi.org/10.1207/s15430421tip3903_2
Daniel, R., & Mansur, S. (2021). Service of Excellence of DKI Jakarta Public Service Mall and Customer Satisfaction. October. https://doi.org/10.4108/eai.28-9-2020.2307368
Davis, R. S., Moldavanova, A. V., & Stazyk, E. C. (2020). A tribute to H. George Frederickson – One of public administration’s modern-day founding fathers. Journal of Public Affairs Education, 26(3), 256–263. https://doi.org/10.1080/15236803.2020.1809243
Deem, R., & Brehony, K. J. (2005). Management as ideology: The case of “new managerialism” in higher education. Oxford Review of Education, 31(2), 217–235. https://doi.org/10.1080/03054980500117827
Denhardt, J., Terry, L., Delacruz, E. R., & Andonoska, L. (2009). Barriers to citizen engagement in developing countries. International Journal of Public Administration, 32(14), 1268–1288. https://doi.org/10.1080/01900690903344726
Denhardt, R. B., & Denhardt, J. V. (2000). The new public service: Serving rather than steering. Public Administration Review, 60(6), 549–559. https://doi.org/10.1111/0033-3352.00117
Denhardt, R. B., & Denhardt, J. V. (2003). The new public service: An approach to reform. International Review of Public Administration, 8(1), 3–10. https://doi.org/10.1080/12294659.2003.10805013
Dpmptsp.palembang.go.id. (2022). Mal Pelayanan Publik (MPP) DPMPTSP Kota Palembang dengan Jumlah dan Jenis Pelayanan Perizinan Masyarakat meliputi 30 Instansi yang bergabung. Dpmptsp.Palembang.Go.Id. https://dpmptsp.palembang.go.id/r/mal-pelayanan-publik-mpp-dpmptsp-kota-palembang-dengan-jumlah-dan-jenis-pelayanan-perizinan-masyarakat-meliputi-30-instansi-yang-bergabung
Emerson, K., Nabatchi, T., & Balogh, S. (2012). An integrative framework for collaborative governance. Journal of Public Administration Research and Theory, 22(1), 1–29. https://doi.org/10.1093/jopart/mur011
Frederickson, H. G. (2004). Whatever Happened to Public Management? Governance, Governance Everywhere. Centre For Public Services Organisations Seminar, 1–36. http://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:WHATEVER+HAPPENED+TO+PUBLIC+GOVERNANCE+,+GOVERNANCE+EVERYWHERE#2
Fukuyama, F. (2016). Governance: What Do We Know, and How Do We Know It? Annual Review of Political Science, 19(June), 89–105. https://doi.org/10.1146/annurev-polisci-042214-044240
Grant, G., & Chau, D. (2006). Developing a generic framework for e-government. Advanced Topics in Global Information Management, 5, 72–101. https://doi.org/10.4018/978-1-59140-923-6.ch004
Gruening, G. (2001). Origin and theoretical basis of new public management. International Public Management Journal, 4(1), 1–25. https://doi.org/10.1016/S1096-7494(01)00041-1
Haque, S. (2007). Revisiting_the_New_Public_Management.pdf. Public Administration, 67(1), 179–182. https://doi.org/10.1111/j.1540-6210.2006.00705_5.x
Hefetz, A., & Warner, M. E. (2012). Contracting or public delivery? the importance of service, market, and management characteristics. Journal of Public Administration Research and Theory, 22(2), 289–317. https://doi.org/10.1093/jopart/mur006
Herizal, H., Mukhrijal, M., & Wance, M. (2020). Pendekatan Akuntabilitas Pelayanan Publik Dalam Mengikuti Perubahan Paradigma Baru Administrasi Publik. Journal of Governance and Social Policy, 1(1), 24–34. https://doi.org/10.24815/gaspol.v1i1.17327
Hughes, O. E. (2018). Public Management and Administration. In Public Management and Administration. https://doi.org/10.1057/978-1-137-56010-0
Ismanto. (2012). Revitalisasi Etika Administrasi Sebagai Manifestasi Paradigma “New Public Service” Dalam Penyelenggaraan Pemerintahan. Jurnal Riset Akuntansi Dan Auditing “Goodwill,” 3(1), 86–98.
Karpa, M. I., Akimova, L. M., Akimov, O. O., Serohina, N., Oleshko, O., & Lipovska, N. (2021). Public Administration as a Systemic Phenomenon in Society. Journal of Interdisciplinary Research, 11(1), 56–62.
Lægreid, P. (2016). Public Administration Theories: Instrumental and Value Rationality. Journal of Public Administration Research and Theory, 26(3), 588–590. https://doi.org/10.1093/jopart/muv050
Mahmudi, M. (2003). New Public Management (NPM): Pendekatan Baru Manajemen Sektor Publik. Sinergi, 6(1), 69–76. https://doi.org/10.20885/sinergi.vol6.iss1.art5
Mahsyar, A. (2011). Masalah Pelayanan Publik di Indonesia Dalam Perspektif Administrasi Publik. Otoritas : Jurnal Ilmu Pemerintahan, 1(2), 81–90. https://doi.org/10.26618/ojip.v1i2.22
Margetts, H., & Dunleavy, P. (2013). The second wave of digital-era governance: A quasi-paradigm for government on the Web. Philosophical Transactions of the Royal Society A: Mathematical, Physical and Engineering Sciences, 371(1987). https://doi.org/10.1098/rsta.2012.0382
Mattei, G., Grossi, G., & Guthrie A.M, J. (2021). Exploring past, present and future trends in public sector auditing research: a literature review. In Meditari Accountancy Research (Vol. 29, Issue 7). https://doi.org/10.1108/MEDAR-09-2020-1008
McDonald, B. D., Hall, J. L., O’Flynn, J., & van Thiel, S. (2022). The future of public administration research: An editor’s perspective. Public Administration, 100(1), 59–71. https://doi.org/10.1111/padm.12829
McLaughlin, K., & Osborne, S. P. (2005). Current trends and future prospects of public management: A guide. In New Public Management: Current Trends and Future Prospects. https://doi.org/10.4324/9780203996362-4
Menpan.go.id. (2020). Mal Pelayanan Publik Terbesar di Indonesia Segera Diresmikan. Www.Menpan.Go.Id. https://www.menpan.go.id/site/berita-terkini/mal-pelayanan-publik-terbesar-di-indonesia-segera-diresmikan
Miles, M. B., Huberman, A. M., & Saldaña, J. (2018). Qualitative data analysis: A methods sourcebook. SAGE Publications.
Ministry of Home Affairs. (2014). Regulation of the Minister of State Apparatus Utilization and Bureaucratic Reform Republic of Indonesia Number 30 of 2014 concerning Guidelines for Public Service Innovation. Perpus.Menpan.Go.Id.
Moleong, L. J. (2021). Metodologi penelitian kualitatif. PT. Remaja Rosdakarya.
Muazzinah, Malia, N., & Mahmuddin. (2021). Public Service Mall Innovation in Banda Aceh City. Journal of Governance and Integrity, 5(1), 170–184. https://doi.org/10.15282/jgi.5.1.2021.7014
Mulgan, R. (2000). “Accountability”: An Ever-Expanding Concept? Public Administration, 78(3), 555–573. https://doi.org/10.1111/1467-9299.00218
Newland, C. A. (Chet). (2020). Ideals and Realities in the American Civil Service. International Journal of Civil Service Reform and Practice, 5(1), 1–11.
O’Flynn, J. (2007). From new public management to public value: Paradigmatic change and managerial implications. Australian Journal of Public Administration, 66(3), 353–366. https://doi.org/10.1111/j.1467-8500.2007.00545.x
Osborne, S. P. (2006). The new public governance? Public Management Review, 8(3), 377–387. https://doi.org/10.1080/14719030600853022
Peristeras, V., Tsekos, T. N., & Tarabanis, K. (2002). Analyzing E-Government as a Paradigm. UNTC Occasional Papers Series, 1.
Perry, J. L. (2007). Democracy and the new public service. American Review of Public Administration, 37(1), 3–16. https://doi.org/10.1177/0275074006296091
Purnomo, S., & Qomariah, N. (2019). Improve Community Satisfaction and Trust in the Public Service Mal of Banyuwangi District. Proceding CelSciTech UMRI 2019, 4(December), 40–47. https://www.researchgate.net/publication/357303030_Improve_Community_Satisfaction_and_Trust_in_the_Public_Service_Mal_of_Banyuwangi_District
Rammata, D. M. (2021). Traditional Public Administration Versus New Public Management. Academia.Edu, 1–26. https://www.academia.edu/download/65559505/VARSAN_1.PDF
Rommel, J., & Christiaens, J. (2006). Beyond the Paradigm Clashes in Public Administration. Administrative Theory & Praxis, 28(4), 610–617. https://doi.org/10.1080/10841806.2006.11029554
Sari, N. M. (2021). Information Service Activities on the Public Satisfaction Levels in the Public Service Mall of Palopo City. Jurnal Bina Praja, 13(2), 219–229. https://doi.org/10.21787/jbp.13.2021.219-229
Schreurs, P. (2002). Symposium: Rationality and Public Administration: Introduction. Administrative Theory & Praxis, 24(2), 279–286. https://doi.org/10.1080/10841806.2002.11029363
Tõnurist, P., Kattel, R., & Lember, V. (2017). Innovation labs in the public sector: what they are and what they do? Public Management Review, 19(10), 1455–1479. https://doi.org/10.1080/14719037.2017.1287939
van der Wal, Z., de Graaf, G., & Lawton, A. (2011). Competing values in public management introduction to the symposium issue. Public Management Review, 13(3), 331–341. https://doi.org/10.1080/14719037.2011.554098
Vyas-Doorgapersad, S. (2011). Paradigm shift from New Public Administration to New Public Management: theory and practice in Africa. The Journal for Transdisciplinary Research in Southern Africa, 7(2), 235–250. https://doi.org/10.4102/td.v7i2.240
Williamson, B. (2015). Governing software: networks, databases and algorithmic power in the digital governance of public education. Learning, Media and Technology, 40(1), 83–105. https://doi.org/10.1080/17439884.2014.924527
Yeboah-Assiamah, E., Asamoah, K., & Kyeremeh, T. A. (2016). Therefore, Is Bureaucracy Dead? Making a Case for Complementarity of Paradigms in Public Administrative Thinking and Discourse. International Journal of Public Administration, 39(5), 382–394. https://doi.org/10.1080/01900692.2015.1015558