ANALYSIS OF INDONESIAN PUBLIC SERVICE ISSUES IN THE NEW ERA BASED ON PUBLIC ADMINISTRATION PERSPECTIVE
Arip
Rahman Sudrajat
Universitas Sebelas
April, West Java, Indonesia
Email: [email protected]
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Article Information |
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ABSTRACT |
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Received: December 23, 2022 Revised: January 05, 2023 Approved: January 10, 2023 Online: January 13, 2023 |
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Public trust is an important
variable in improving public services. However, the existence of unhealthy
protests and demonstrations indicates the current bad public services. This
study aims to analyze the issue of public services in Indonesia in a new era
from an administrative perspective. The research method used in writing this
scientific article is to use the method of literature study (library
research) using qualitative and descriptive analysis. The New Public Service
and Good Governance perspective is considered the most appropriate to answer
the current condition of public service problems in Indonesia. This is
supported by a more democratic political situation and open government. To
effectively implement this point of view, it can be implemented using various
models such as the Citizen Charter model, the KYC (Know Your Customer) model,
and the Mobile Government model. |
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Keywords |
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public service; Indonesian
public service; new era; administrative |
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INTRODUCTION
Village
administration is a community service activity carried out by the village head
and village level apparatus institutions, with the aim that the people in the
village can live in prosperity (Gao
& Wu, 2017). Serving the community is the main goal of public administration.
Looking at Indonesia today, the delivery of public services is a strategic
issue, because often there are no major developments, but the impact is very
broad, because it covers all aspects of life such as economic, social,
political and cultural (Martínez‐Vázquez
et al., 2017).
Improvement in
public services will improve the investment climate which this country
desperately needs to emerge from the prolonged economic crisis (Rogerson,
2014). Unfortunately, the improvement efforts are still limited to lip
service. In various studies on public services, it seems that this is not
linear with the reforms carried out across sectors, so that investment growth
is actually negative (Meriyani
et al., 2022). As a result, the hope that economic growth could help the country
emerge from various economic crises did not materialize as expected (Koshovets
& Frolov, 2014).
Serving the
public has become the main goal of public administration. In Indonesia, the
delivery of public services is becoming an increasingly strategic policy issue,
because improvements in public services in this country are often stagnant,
while the impact is known to be very broad, because it involves economic,
social, political, cultural and other life (Bryson
et al., 2014). In the economic field, poor public services will lead to reduced
investment, which will result in termination of industrial employment and the
absence of new jobs, which will also have an impact on increasing unemployment (Markusen,
2017). A further consequence of this problem is the emergence of social
insecurity (Shi,
2012).
The impact of
poor public services in the economic field is reduced investment which can lead
to the discontinuation of work relations between industries, and the loss of
new jobs which can increase unemployment in Indonesia (Porter
& Heppelmann, 2014). Improving public services can be a solution to overcome the
long-term economic crisis with the investment needed to improve the country.
But this is not limited to pleasantries (Mintz,
2021).
According to
research results, Indonesian public services have not been utilized optimally
so that the results obtained are not in line with expectations, and even have a
negative impact. As a result, plans to help the country emerge from the
economic crisis did not go as smoothly as hoped. Another impact on political
life is the decline in public trust in the government.
Public trust is
an important variable to improve public services. However, the existence of
unhealthy protests and demonstrations shows the current bad public services.
Related to this, it is absolutely necessary to improve public services and
harmonize daily activities. If the public service provided to the community is
good, then public trust becomes energy in the process of public service.
From a
sociocultural perspective, poor public services cause social and psychological
chaos, which is manifested in reduced mutual respect between communities,
emergence of mutual suspicion, and excessive increase in exclusivity, which in
turn creates tension between society and society. local government is
indifferent. The existence of anarchist riots is a clear manifestation of this
lack of attention. Therefore, people tend to really think negative things and
engage in all kinds of irrational and illegal behavior.
METHODS
Methodology for
writing scientific articles uses the library research method, through
qualitative and descriptive analysis, namely outlining the thoughts or views of
the author and then explaining their relation to expert theories as well as
several previous studies, so as to produce better reflections on the focus of
the discussion (Sugiyono,
2012).
RESULTS
A. Definition and Conditions of Public Services
Definition and Background of Public Services Public services are
delivered primarily to humans. As social beings, humans do need the services of
other people in their life journey. In other words, people and services cannot
be separated from one another. Humans need service from birth and, as stated in
(Rusli
et al., 2020), throughout his life. Terms used by Rusli
According to (Rusli
et al., 2020) Theory of Leadership Life Cycle, the human constitution has been
highly underserved since the beginning of time. As they get older, less
services are needed. Quality public services are the demands of society against
bureaucrats every day. However, often the results are not as expected.
There are processes that are slow, complicated, laborious,
expensive and uncertain for society. This situation shows that it is the
bureaucracy itself that is being served, not the community. Verbatim in public
service can be described conceptually. According to Kotler quoted in (Arfan
et al., 2021), services are any profitable activities in a group or unit that
provide satisfaction even though the results are not physically related to the
product.
Law Number 25 of 2009 concerning Public Services states that
public service is an activity or series of activities in the context of fulfilling
service needs, in accordance with the needs of every citizen and resident for
goods, services and/or public service administration to provide administrative
services. Public services basically touch every aspect of life. In national
life, the function of the Makai government is to provide various public
services needed by the community, including services in the form of regulations
or other services to meet community needs in the fields of education, health,
public utilities, and others (Arfan
et al., 2021).
In the early 1990s, developed countries carried out public reforms
that were formed due to social pressure on the quality of government services
at that time. For example, the United States developed this public service
process through scientific papers written by experts through the emergence of a
post-bureaucratic paradigm (Van
Veelen et al., 2018). The post-bureaucratic view of public service is manifested in an
emphasis on results of public administration, benefits to society, quality and
value, products and norms, as well as mission priorities, services and results.
In the same period, Osborne and Gaebler proposed a
reinventing government paradigm (Maranto,
2018), which was then implemented by Osborne and Plastrik
in 1997 in their book, Destroying Bureaucracy: Five Strategies for Reinventing
Government. Another name for this paradigm is New Public Management. The
essence of this paradigm is to provide proper understanding. In other words,
the government must serve the people well.
Another explanation is through the work of JV Denhardt and RB
Denhardt in their book The New Public Service (Denhardt
& Baker, 2018). The perspective of this paradigm is closely related to service,
namely public administration must serve citizens, not control them. According
to the new paradigm of public service, public service must prioritize the
public interest. The government is tasked with negotiating and articulating the
various interests of citizens and various community groups. Community
development is always dynamic, so the government must always follow the
development of society. In addition, this new model of public service must be
non-discriminatory, because the rationale used refers to democratic theory
which guarantees equality of citizens regardless of origin, ethnicity, race,
ethnicity, religion and party background (Widanti,
2022).
B. Public Service Issues in Indonesia
Various theories, methods, perspectives, and paradigms, both
related to public services, are constantly changing to meet the dynamic needs
of society in developed countries and other parts of the world. This shift aims
to create a better, more efficient, responsive and community-oriented public
service framework.
For developing countries, including Indonesia, the wave of
pressure to change the face of government and the workings of its public
service machine cannot be separated from pressure from international
institutions such as the International Monetary Fund, World Bank or other donor
agencies. This is inseparable from the interests of these institutions
operating in Indonesia.
The need to improve public services is sometimes the main
prerequisite for obtaining assistance (loans) from international agencies or
donor countries. Like the IMF and the World Bank, these two highly influential
financial institutions have made increasingly active political appeals to
developing countries over the past two decades, shifting their monopolistic
powers by advocating for stronger regional policies, systems of government and
systems of public services. Public sector autonomy, privatization, and broad
opportunities for sectors outside the government bureaucracy (Rhodes
et al., 2012). The problem of tracking public services in Indonesia can
actually be seen in several periods of governance, for example starting from
the New Order era and ending with the reformation period. The paradigm shift in
public service cannot be separated from changes in the political climate which
have implications for the policies formulated and implemented by the
government. For example, in Indonesia, in the New Order era, public services
were characterized by state domination in all elements of national life, so
that it was called the paradigm of a strong state or an autonomous state, where
socio-political forces, including market forces, had minimal impact on public
policy. even in practice.
In the reform era marked by the paradigm of half-hearted
deregulation, the government chose to deregulate certain sectors not for public
service efficiency but for trade security between state officials and big
businessmen. Then there is the paradigm of public service reform. This paradigm
examines the role of government and redefines it in the context of global
economic and political changes, strengthening civil society, good governance,
and the growing role of markets and society in the formulation and
implementation of public policies.
Even though the reform era in Indonesian politics has been running
for approximately 10 years since the fall of President Soeharto
in 1998, there are still gaps in the implementation of public services despite
the many efforts made by the government. Improving services to the community,
including the re-enactment of the Regional Government Law, which effectively
provides for the expansion of authority at the local government level, is seen
as part of an effort to break down bureaucratic barriers that often take time
and costs. Service delivery. With decentralization, it is undeniable that the
regions must be able to carry out the various authorities exercised by the
central government in terms of the services that must be provided.
The government has long been trying to improve services, this
policy can be seen, among others, in the Decree of the Minister for
Administrative Reform Number 81 of 1993 concerning Guidelines for the
Implementation of Public Services. Then Presidential Instruction No. 1 of 1995
concerning Repair and Improvement of the Quality of Government Flats which is
open to the public. In the latest development, the Decree of the Minister of
State Apparatus Empowerment and Bureaucratic Reform Number 63/KEP/M.PAN/7/2003
concerning General Guidelines for the Implementation of Public Services has
also been issued. Efforts to improve service quality must be achieved not only
through decision making, but also through increasing the ability of the
apparatus to provide services. This is done by providing various materials on
service management at all levels of structured training.
Judging from the various efforts made by the government to improve
public services, there are still various weak links in this public service.
This can be seen from the results of a survey conducted by UGM in 2002, which
found that the scale of efficiency and effectiveness, responsiveness, equal
treatment and bureaucratic rents were still far from expectations (Syah
et al., 2020).
Therefore, comparing the government's efforts with the conditions
for public service demands in the decentralization era, it seems that the
government's efforts have not contributed much to improving the quality of
public services. Even the public service bureaucracy is still unable to provide
fair and nonpartisan services.
If we pay attention to various problems in the implementation of
public services in Indonesia, then the main problem in public services today is
improving the quality of the service itself. According to (Mulyani
et al., 2020), the quality of public services is the result of the interaction
of many aspects, namely service systems, human resources service providers,
strategy and customers.
In terms of the mode of implementation, public services in
Indonesia still have various weaknesses, including: (1) not responsive (2) lack
of information (3) not easily available (4) poorly coordinated (5) bureaucratic
(6) not willing to listen to complaints/ community suggestions/desires, and (7)
inefficiency. In terms of human resources, the main weaknesses are related to
professionalism, competence, empathy and ethics. The working model used by most
of the existing institutions is still influenced by the classic bureaucratic
model, namely structure/hierarchy, formal law and how a closed system works. In
addition, there are several opinions that the weak human resources of
government officials in providing services are caused by a low and
inappropriate remuneration system.
Weaknesses in the implementation of other public services can be
seen on the institutional side, the main weakness is that the organizational
design is not specifically designed to provide services to the community, full
of hierarchies that make services complex (bureaucratic), and uncoordinated.
There is a tendency for the government to carry out regulatory and
administrative functions simultaneously, which also causes inefficiencies in
public services.
C. Choice of administrative perspective to address public service
issues
As is well known, developments or paradigm shifts in public
administration always occur as a response to environmental demands, such as
changes in social situations and conditions, the political and economic
climate. Change has occurred because the problems facing public administrators
have grown in complexity. Theorists have answered this complexity by continuing
to develop the science of public administration.
Haque
et al. (2021) suggest that there are three perspectives on public
administration. This perspective is the old public administration, the new
public management, and the new public service. Based on the views put forward
by Denhardt and Denhardt as the founders of a new perspective on public
administration, the New Public Service, these two experts propose to abandon
the principles of classical administration and the well-known New Public
Management and re-establishment of their governance, and switch to the New
Public Service Principles.
Accountability, whereby decision makers in government agencies,
the public sector and civil society organizations must be accountable to the
public and stakeholders for what they do and the decisions they make. A
generation. The strategic vision is one in which leaders and the public must
take a broad and long-term view of human development, considering the
historical context and societal and cultural complexities.
Observing some of the views put forward by these experts, and
looking at the development of science and technology, advances in public
knowledge and changes in a more democratic political climate in an effort to
overcome problems related to the delivery of public services in Indonesia, the
perspective of public administration where relevant perspectives can be applied
is a New Perspective on Public Service (NPS) and Governance. As the newest
paradigm of public administration, NPS considers public service as the main
activity of public administrators. Services in this context are different from
client-based services (consumers) initiated by the New Public Management (NPM)
paradigm. According to (Runya
et al., 2015), NPM is based on public choice theory, which emphasizes the
comparison of individual capabilities with the collective capabilities of the
public.
The use of a new public service perspective to address public
service issues in Indonesia is also in line with the Pancasila State Precepts,
especially the fourth and fifth precepts which emphasize consensus where there
is an agreement between the government as a service provider and citizens as service
providers. recipients, this aspect of social justice indicates that the
provision of services to the community must be based on the aspect of justice,
that is, there should be no unreasonable reasons for discrimination or
differences based on economic, political and other reasons. One of the core
principles of NPS is how public administrators express and divide the interests
of citizens (Runya
et al., 2015).
In order to improve the quality of public services, the government
has carried out activities as seen in participatory planning activities such as
Musrenbang for roads, districts, provinces and
cities. national level. Even so, these activities cannot be carried out at any
time so that the interests of the community in the form of demands cannot be
quickly apprehended by the government. For example, sudden needs, such as the
need for health and clean water, can occur at any time. In order for the government
to immediately anticipate and answer the needs of the community, a
communication medium between the government and the community is needed.
According to the New Publici Service and good
governance perspective, there are several public service models that can be
used to address public service problems in Indonesia, including:
1) Sort of. Model Citizen's Charter (service contract), this model
departs from the idea (Villoria
et al., 2013) In this model there are public service standards, these standards
are set according to the opinion of citizens, and government officials are
committed to fulfilling and implementing them. standard. The model is an
approach in public services that places service users as the center of
attention. Therefore, the needs and interests of the client must be the main
consideration in the service process. The citizen charter can be said to be a
social contract between citizens and the bureaucracy to guarantee the quality
of public services. With this social contract, citizens will have new rights if
they are disadvantaged by the bureaucracy in providing services. By adopting
the Citizens Charter model, the bureaucracy must also create a customer
complaint handling system so that its performance continues to improve.
2) The KYC (Know Your Customer) model was developed in the banking
world and can be adapted to the context of public services in government
organizations. The model works by first identifying customer needs and
interests before deciding on the type of service to be provided (Kurdi
et al., 2022). To understand the desires, needs and interests of service users,
public service bureaucracy must get closer to the community. Surveys,
interviews and observations are some ways to learn about the wants and needs of
your customers. If a survey approach is used, a list of questions should be
developed to determine people's wants, wishes and expectations for the services
required. In this KYC model, the government bureaucracy must know who its
clients are (the people served or community groups). Therefore, every government
bureaucracy must be able to define customers or service users so that in the
future they can target services according to the needs of the user community.
For example, the kelurahan office must be able to
identify its service users, whether the community is located in the kelurahan area, or appoint a division head and lurah director.
3) Technological advances in the mobile government (m-Gov) model, information and communication, directly or
indirectly affect the performance of the government bureaucracy, especially in
public services. Mobile government actually adapts from electronic government
(e-Gov), which is a way of utilizing various
information and communication technology (ICT) devices to carry out government
functions (Charalabidis
et al., 2019). According to (Kumar
et al., 2017), the use of e-government can at least change the way of
interaction between government and society. What is meant by queuing at the
employee's desk, depending on working hours and handling certain services, has
been changed to online service, accessible 24 hours a day. with Internet access
from a computer connected to a government website. The concept of government
using mobile technology is called mobile government (m-Gov).
Currently, this model is easy to use because the devices used can be PCs,
laptops/notebooks/tablets, mobile phones (mobile phones) at home or in the
office. m-Gov is a strategy and its implementation
that involves using a variety of wireless and mobile technologies, services,
applications, and devices to advance the interests of all parties involved in
e-government, including citizens, businesses, and government units (Kumar
et al., 2017).
Several regions in Indonesia have implemented e-government, such
as Solo City and Sragen Regency. President SBY also
provides services using e-government such as opening an SMS service at number
9949 to receive public complaints and the KPK (Corruption Eradication
Commission) also accepts public complaints on corruption cases through the SMS
facility. There are several ways that can be used to activate mobile
government, for example by using an internet network from a laptop, WiFi (Wireless Fidelity) networks that are widely available
today, devices that allow users to access the internet wirelessly or even for
free using available hotspots. in several locations. Another way that can be
used to implement m-government is through voice or SMS (Short Message Service)
via cellular phones.
Using telephone voices or mobile phones (mobile phones) to receive
people's needs is often referred to as a call center in the business world, and
in banking institutions it is known as telephone banking. For public
organizations, this concept applies to employees acting as agents.
The agent will provide information about community needs at a
later date. Apart from being at the forefront of information services for the
community, these agents’ function as a liaison between the aspirations of the
community and the government. Community needs are included in an integrated
system so that institutional leaders can understand these needs. A function
that can be used to send and receive short messages via the SMS function on a
cell phone. There are various forms of using this technology in government (Berthon
et al., 2012), including:
1) Government to the people, where the government can provide
information to its citizens via SMS.
2) Complaints and suggestions from the public to the government and
the public can be submitted to the government via SMS. According to (Lallana, 2004) for points a and b above it is called mobile communication.
3) For civil servants, the government issues announcements to civil
servants via SMS, so that information is received more quickly and ultimately
serves the community faster. Another function of the mobile phone is that it
can provide information on the location of civil servants, if the employee is
not in the office, it is necessary to know the whereabouts of the employee.
According to (Erickson,
2017), this problem is called mobility management.
There are several approaches or patterns that can be used to
simplify the M-Gov service model, the concepts given
by (Da
Silva & Freire, 2020) are:
1) Community with Community Complaint Database
2) Database of public complaints with local government
3) DPRD Community Complaint Database
4) Forkompida Community Complaint System
5) Local government internal system via SMS
CONCLUSION
The New Public
Service and Good Governance perspective is considered the most appropriate to
answer the current condition of public service problems in Indonesia. This is
supported by a more democratic political situation and open government. To
effectively implement this point of view, it can be implemented using various
models such as the Citizen Charter model, the KYC (Know Your Customer) model,
and the Mobile Government model. With the above model, it is hoped that the
effectiveness of public service delivery can be increased by overcoming
obstacles that impede the effectiveness of public service delivery, and even then,
it returns to the community or service providers, namely government apparatus
and community participation.
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