scholarly journals One Stop Shops for Public Services: Evidence from Citizen Service Centers in Brazil

2020 ◽  
Vol 39 (4) ◽  
pp. 1133-1165
Author(s):  
Anders Fredriksson
Keyword(s):  
Public Services ◽  
One Stop ◽  
Citizen Service

INOVASI APLIKASI SAMSAT RAME (SAMSAT RAMAH MERAKYAT) DALAM OPTIMALISASI PELAYANAN DI KANTOR BERSAMA SAMSAT GRESIK

Publika ◽  
2021 ◽  
pp. 185-200
Author(s):  
Shifani Fitri Sauli ◽  
Trenda Aktiva Oktariyanda
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Services ◽  
Poor Quality ◽  
Literature Study ◽  
The People ◽  
Collection Data ◽  
Technological Developments ◽  
One Stop ◽  
Service Application

Pelayanan publik menjadi suatu tolok ukur kinerja pemerintah yang paling kasat mata. Seiring dengan perkembangan teknologi dan banyaknya tantangan yang harus dihadapi maka pelayanan publik harus diselaraskan dengan terobosan atau inovasi. Salah satu pelayanan publik yang perlu dioptimalkan adalah Sistem Administrasi Manunggal Satu Atap (SAMSAT). Oleh karena itu, Kantor Bersama Samsat Gresik membuat aplikasi yang diresmikan pada tanggal 14 Juli 2020 adalah SAMSAT RAME (Samsat Ramah Merakyat) yaitu sebuah aplikasi pelayanan pajak serta informasi terkait pengurusan perpanjangan masa berlaku surat tanda nomor kendaraan (STNK) bermotor. Tujuan penelitian ini yaitu untuk mengetahui bagaimana optimalisasi pelayanan Kantor Bersama Samsat Gresik melalui Inovasi Aplikasi Samsat Rame (Samsat Ramah Merakyat) sehingga mampu menjawab beberapa permasalahan pelayanan publik Teknik analisis data dengan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan/verifikasi. Teknik pengumpulan data melalui wawancara, observasi, dokumentasi dan studi literatur.  Hasil dari penelitian ini menunjukkan bahwa aplikasi Samsat Ramah Merakyat (Samsat Rame) belum efisien karena input pelayanan masih memberatkan para pengguna jasa. Belum efektif karena tidak berhasil mencapai tujuan yang dikehendaki oleh penyelenggara. Serta kualitas hasil yang buruk dikarenakan faktor pendukung terkesan membuat aplikasi Samsat Rame di lakukan karena mendesak tanpa memikirkan jangka panjang. Sedangkan faktor penghambat lebih berpengaruh pada keberhentian inovasi Samsat Rame. Salah satu saran yang dapat diajukan yaitu meningkatkan sosialisasi dan promosi kepada masyarakat Kabupaten Gresik. Kata Kunci : Pelayanan Publik, Inovasi Pelayanan Pajak, Samsat Rame (Samsat Ramah Merakyat)   Public service becomes the most visible measure of government performance. Along with technological developments and the many challenges that must be faced, public services must be aligned with breakthroughs or innovations. One of the public services that need to be optimized is the One-Stop One-Stop Administration System (SAMSAT). Therefore, the Samsat Gresik Joint Office made an application that was inaugurated on July 14, 2020, namely SAMSAT RAME (Samsat Ramah Merakyat), which is a tax service application as well as information related to the extension of the validity period for motorized vehicle registration certificates (STNK). The purpose of this study is to find out how to optimize the services of the Samsat Gresik Joint Office through the Samsat Rame Application Innovation (Samsat Ramah Merakyat) so that it is able to answer several public service problems. Data analysis techniques are data collection, data reduction, data presentation, and conclusion / verification. Data collection techniques through interviews, observation, documentation and literature study. The results of this study indicate that the Peoples Friendly Samsat application (Samsat Rame) is not efficient because service inputs are still burdensome for service users. Not yet effective because it failed to achieve the goals desired by the organizers. As well as the poor quality of results due to supporting factors that seem to make the Samsat Rame application done because it is urgent without thinking about the long term. While the inhibiting factor has more influence on the discontinuation of the Samsat Rame innovation. One of the suggestions that can be put forward is to increase socialization and promotion to the people of Gresik Regency. Keywords: Public Service, Tax service innovation, Samsat Rame (Samsat Ramah Merakyat)

PRAVOSUĐE (KRIVIČNO) KAO VID JAVNE SLUŽBE

2021 ◽  
pp. 445-457
Author(s):  
Marija Milojević ◽  
Keyword(s):  
Public Service ◽  
Public Services ◽  
Legal Theory ◽  
Judicial System ◽  
General Interest ◽  
Legal Literature ◽  
History Of ◽  
Services Of General Interest ◽  
Mutual Comparison ◽  
Citizen Service

The author gives an overview of the judicial system through the prism of the French legal theory of public services, according to which the state is a set of public services, namely legislative, administrative and judicial public services. The paper contains a theoretical analysis of the notion of state power and then the notion of public service, services of general interest and French legal theory. Within the concept of public service, the author gives an overview of the history of the emergence of public services. Furthermore, the notion of the judicial system is defined as a type of judicial power and as a type of judicial public service on the other hand for the purpose of their mutual comparison and more detailed analysis. Emphasis is also placed on criminal justice as a part of the judiciary that also provides services of general interest. The aim of the paper is to point out that the judiciary is not only a power, a syntagm that most often appears in the legal literature and practice, but that it also contains elements of public service and represents a kind of "citizen service".

scholarly journals PEMBANGUNAN APLIKASI GO-PAJAK BERBASIS MOBILE

2020 ◽  
Vol 6 (2) ◽  
pp. 112
Author(s):  
Wicaksono Dwi Pamungkas ◽  
Nina Setiyawati
Keyword(s):  
Public Services ◽  
Motor Vehicle ◽  
Vehicle Ownership ◽  
The Public ◽  
One Stop ◽  
The Government ◽  
Tax Payments ◽  
The One ◽  
Service Standards ◽  
The City

Public services are services, both in the form of public goods and public services which are the responsibility and are carried out by the government in an effort to meet the needs of the community and in accordance with statutory provisions. One of the public services provided by the government is the One-Stop Administration System (SAMSAT). According to SAMSAT data in the city of Magelang, data on motorized vehicle ownership has increased and there has been an increase in the number of taxpayers. However, the tax payment service is considered to be less than optimal because there are still long queues when paying taxes.This also causes many people to make payments past the due date or entrust queues to brokerage services. Therefore, to overcome the problem, a mobile-based application (GO-PAJAK) was built which can be used to make tax payments by means of a vehicle document pick-up to pay motor vehicle taxes connected between drivers (SAMSAT employees) and customers (taxpayers). With this application, it is expected to improve service standards at the SAMSAT office and reduce taxpayer queues also reduce the use of brokers in administering public service administration that can increase public trust.  

scholarly journals Analysis of IT Governance COBIT 5.0 (Case Study: Ministry of Religious Affairs of Batam)

2021 ◽  
Vol 4 (2) ◽  
pp. 277-285
Author(s):  
Suwarno Suwarno
Keyword(s):  
Public Services ◽  
Common Ground ◽  
It Governance ◽  
Questionnaire Data ◽  
Average Value ◽  
A Value ◽  
The Government ◽  
Citizen Service ◽  
Process Level

Indonesian Government has developed technology-based information systems in their respective environments as an effort to realize public services that meet standards and achieve citizen service satisfaction, and in line with that as the government's efforts to digitize each business process in the government itself. Ministry of Religious Affairs of Batam that has developed this technology-based information system in implementing activities public services at Sekupang office, KUA, and integrated service places. This study aims to analyze the IT governance that has been applied at Ministry of Religious Affairs of Batam in providing public services. This study uses COBIT 5.0 to analyze IT governance in understanding and finding common ground between the needs of Batam citizen and the strategic plan of the Ministry of Religious Affairs of Batam, as well as how to evaluate and monitor IT governance in the actual conditions. This study uses two domains: Plan and Organize (PO) and Monitor and Evaluate (ME), based on the results of questionnaire data processing with 106 respondents, and the average value of the PO domain 3.8 and ME domain 3.9 shows that IT governance is at the Defined Process level. . Found two IT processes with a value of less than 3, namely PO8.1 and PO9.1, it is necessary to recommend improvements to quality management and risk management.

scholarly journals Innovation Model of Licensing Service SIMPATIK JABAR (Licensing Service Information System for the People of West Java)

2021 ◽  
Vol 18 (1) ◽  
pp. 28-43
Author(s):  
Nurhakim Ramdani Fauzian
Keyword(s):  
Information System ◽  
Public Services ◽  
Provincial Government ◽  
West Java ◽  
Innovation Development ◽  
The People ◽  
Service Information ◽  
Innovation Model ◽  
One Stop

The research describes the licensing service innovation model called SIMPATIK JABAR (Licensing Service Information System for the People of West Java) at the Investment and One Stop Service Office of West Java Province. The research was based on the finding that the implementation of SIMPATIK JABAR innovation did not contribute much in elevating the quality of public services at the Investment and One Stop Service Office of West Java Province. This can be seen from the unsatisfactory Public Satisfaction Index over the public service delivery at the Investment and One Stop Service Office of West Java Province, especially due to sluggish licensing service completion. The research employed a qualitative method. The data were obtained through document reviews, observations, and in-depth interviews to 16 (sixteen) informants. Referring to the analysis results, a form of innovation development was formulated by using the approach of USAID Innovation Development Process.Based on the research findings, it is recommended that the implementation of the SIMPATIK JABAR innovation model introduce an improvement in the form of the human resource management for the Technical Team of One Stop Service (PTSP). This can be done by recruiting experts/academicians to become members of the Technical Team. The experts/academicians then collaborate with the civil servants of West Java Provincial Government assigned as the Technical Team to formulate the licensing technical considerations. It is expected that the involvement of experts/academicians at the PTSP Technical Team can help resolve technical recommendations more quickly, so that it can improve the quality of public services at the Investment and One Stop Service Office of West Java Province.

Online One-Stop Government

2011 ◽  
pp. 2805-2829 ◽  
Author(s):  
Efthimios Tambouris ◽  
Maria Wimmer
Keyword(s):  
Call Center ◽  
Architectural Design ◽  
Public Services ◽  
Single Point ◽  
Point Of View ◽  
Process Models ◽  
Public Servants ◽  
The Public ◽  
One Stop ◽  
The One

One-stop government refers to the integration of public services from a customer’s (citizen, business) point of view. One-stop government suggests that customers may request any public service through a single point of access using the communication channel of their choice (e.g., citizen center, call center, Internet, etc.). The one-stop concept further attempts to reduce the number of contacts with the authorities per service consumption to a minimum— one single interaction at best. The information and public services offered are organized and integrated in a customer-focused manner to address the personal needs and to cover the exact requirements of the citizens and business customers. To exploit the potential of one-stop government, the public sector should be accommodated with a set of information and communication technology tools that allow the back-office processes to interoperate. The public servants may thereafter use these tools in order to create and manage information and integrated public services that match the needs of their customers. In this chapter, the concept of online one-stop government is examined and a framework for realizing one-stop government is proposed. The proposed framework consists of process models and an open interoperable software architecture. A demonstrator that has been developed to implement the architectural design is also presented. Furthermore, the results of the trial use of the demonstrator in three European countries are outlined. Finally, experiences gained are provided and impact is assessed.

scholarly journals Pelayanan Terhadap Penyandang Disabilitas UPTD Balai Rehabilitasi Terpadu Penyandang Disabilitas Dinas Sosial DIY Tahun 2017-2019

2020 ◽  
Vol 6 (2) ◽  
pp. 103
Author(s):  
Davinia Farah Salwahanan ◽  
Ane Permatasari
Keyword(s):  
Social Service ◽  
General Public ◽  
Public Services ◽  
People With Disabilities ◽  
Rehabilitation Center ◽  
Persons With Disabilities ◽  
The Social ◽  
Decent Life ◽  
The Disabled ◽  
One Stop

The Integrated Rehabilitation of Persons with Disabilities of the DIY Social Service is to provide a livelihood and a decent life for the disabled. The discussion of the diffable is felt to be very isolating the movement of the diffable to access public services especially in public. The granting of rights for persons with disabilities has been regulated in Law Number 8 of 2016 concerning Persons with Disabilities and regulated in DIY Regulation Number 4 of 2012 governing the protection and fulfillment of the rights of persons with disabilities. The results of the study showed that the services provided at the UPTD Integrated Rehabilitation Center for Persons with Disabilities of the Social Service DIY provided a one-stop service. This can be a place for people with disabilities to channel their talents in Vocational Guidance and can improve themselves so that they can be social like the general public.

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