scholarly journals The Ideological Problems Until Leadership: Urgency of Public Service Law Revision

2019 ◽  
Vol 15 (2) ◽  
pp. 137-158
Author(s):  
Wawan Sobari
Keyword(s):  
Content Analysis ◽  
Public Service ◽  
Public Services ◽  
Qualitative Content Analysis ◽  
Analysis Method ◽  
The Public ◽  
Documentary Analysis ◽  
Service Leadership ◽  
Political Entrepreneurship ◽  
Service Standards

This study aims to critically examine the content of Law Number 25/2009 concerning Public Service and contribute to highlight four main points of amendment. A decade of law implementation achieved some advancement to public. One of them is the development of various service breakthroughs that fulfilled demand and needs of users. However, public service implementation still faces compliance problems with service standards at all levels  of government. Furthermore, public service has to deal with the integrity problem. This study applies a textual/documentary analysis method and is operationally carried out through qualitative content analysis of the text of Law 25/2009. The study also reveals four other problems that must be responded to the amendment to the law, namely ideology, publicness, leadership, and ethics. The principan of spirituality is an important part of ideology to meet the religious rights of users and providers and encourage to run the integrated  public services. In order to assure dynamics and adaptability to change,  it is necessary to shift the public service leadership approach towards political entrepreneurship. Finally, to minimize the ethical risk of leaders’ policy behavior, the revision must include regulation of public service leaderships ethics. Keywords: ideology, publicness, political entrepreneurship, ethics, public service. Abstrak Studi ini bertujuan mengkaji secara kritis konten Undang-Undang Nomor 25 Tahun 2009 Tentang Pelayanan Publik (UU 25/2009) dan berkontribusi menuangkan pokok-pokok pikiran perubahannya. Satu dekade pelaksanaan UU 25/2009 mencapai sejumlah kemajuan pelayanan yang bermanfaat bagi publik. Salah satunya melalui lahirnya berbagai terobosan pelayanan publik yang merespon kebutuhan dan permintaan pengguna. Namun, penyelenggaraan pelayanan publik masih menghadapi masalah pemenuhan kepatuhan standar pelayanan publik pada seluruh tingkatan pemerintahan. Selain itu, terdapat problem integritas dalam penyelenggaraan pelayanan publik. Studi ini menggunakan metode analisis tekstual/dokumenter dan secara operasional dilaksanakan melalui analisis isi kualitatif teks UU 25/2009. Studi ini menemukan empat masalah yang harus direspon dalam perubahan UU 25/2009 di luar persoalan kepatuhan terhadap standar dan integritas, yaitu terkait ideologi, derajat/kualitas publik (publicness), kepemimpinan pelayanan publik, dan etika kepemimpinan pelayanan publik. Asas spiritualitas penting agar pelayanan publik memenuhi hak-hak spiritual pengguna dan penyelenggara dan mendorong bekerjanya pelayanan publik yang berintegritas. Demi menjamin publicness, dibutuhkan reorientasi prinsip-prinsip publik dalam penyelenggaraan pelayanan publik yang terikat dengan nilai-nilai Pancasila. Dalam merespon dinamika dan kemampuan adaptasi terhadap perubahan, maka perlu perubahan kepemimpinan pelayanan publik menuju paradigma kewirausahaan politik. Terakhir, guna meminimalisir risiko etis perilaku kebijakan pemimpin, maka revisi harus mencakup pengaturan etika kepemimpinan pelayanan publik. Kata Kunci: ideologi, publicness, kewirausahaan politik, etika, pelayanan publik.  

‘La radio émouvante, divertissante, intéressante?’

2013 ◽  
Vol 41 (1) ◽  
Author(s):  
Lien De Cang ◽  
Katia Segers
Keyword(s):  
Content Analysis ◽  
Public Service ◽  
Qualitative Content Analysis ◽  
Annual Reports ◽  
Policy Documents ◽  
The Public ◽  
Public Service Broadcasting ◽  
Theoretical Reflection

How to serve the audience? The Belgian National Radio Institute (N.I.R.) in search of putting into practice the public service remit through its music and audience policy before the era of television (1930-1953). How to serve the audience? The Belgian National Radio Institute (N.I.R.) in search of putting into practice the public service remit through its music and audience policy before the era of television (1930-1953). This article questions in what way the Belgian radio-broadcaster was searching how to put into practice the central public service remit through its music and audience policy from the start of the institute in 1930 till the launch of television in 1953. Departing from a theoretical reflection on the concept of Public Service Broadcasting, this article presents the results of a qualitative content analysis of policy documents (minutes, annual reports) as well as writings of key members of the N.I.R.-staff. It reveals a shared paternalistic vision on the public service remit as well as oppositional views upon the audience and how to serve it.

scholarly journals Rekomendasi Desain Operasi Pelayanan Publik Melalui Evaluasi Pemenuhan Harapan Masyarakat dan Pengukuran Kinerja (Membidik Pelayanan Publik Negara China)

2014 ◽  
Vol 1 (3) ◽  
pp. 341-355
Author(s):  
Yuli Harwani ◽  
Hesti Maheswari
Keyword(s):  
Public Service ◽  
Public Services ◽  
Good Governance ◽  
Standard Operating Procedures ◽  
The Internet ◽  
Second Phase ◽  
The Public ◽  
Standard Operating ◽  
Service Standards ◽  
The Village

Complaints communities in the developing countries, especially Indonesia to the public service are still extremely high.  Perceived imbalances such as in: obscurity of time, cost and method of service; discrimination in services based on the relationships of friends, family, political affiliation, ethnic and even religious;  chain length the more entrenched bureaucracy and bribery and extortion.  This condition is a signaled for the government to seek strategic solutions to improve public services. This study aims to discover the design of public service operations in accordance with the expectations of society by measuring the performance of the public service.  Recommended design is a design that lead to e-Government and reinventing goverment to give birth standard operating procedures (SOP) and minimum service standards (SPM) for public services in Indonesia, especially in the public service that is closest to the village community  with Quality function deployment (QFD) in house of quality (HOQ) method. In the first phase of the study mapped 36 public expectations of public services, which are shown in this analysis that the public is not getting an appropriate and satisfying service, although does not show the high gap. On the other hand mapping the public response to the internet-based administration showed the unpreparedness of the people against the internet-based public services. The majority of respondents claimed to feel more comfortable and definitely served in the village office immediately met with the officers.  Queue and the possibility of intervention or extortion is not a problem for society.  In the second phase of this study will examine the true public service bureaucracy and the possibility of cutting the bureaucratic process that is more streamlined, clear, fast, and facilitate community. Last step is to benchmark the Chinese State as densely populated countries such as Indonesia, to make strategic steps and implementable in problem solving public dissatisfaction with public services and the number of maladministration. Keywords: fulfillment of community expectations, e-goverment, reinventing goverment, standard operating procedures, minimum service standards, good governance

scholarly journals The Influence of Work Ethic on Public Services: Lessons from a Distant Indonesian Local Public Organization

2021 ◽  
Vol 3 (1) ◽  
pp. 174-187
Author(s):  
Leonardus Mangago
Keyword(s):  
Public Service ◽  
Work Ethic ◽  
Public Services ◽  
The Public ◽  
Qualitative Descriptive ◽  
The Government ◽  
And Behavior ◽  
Descriptive Survey ◽  
Service Standards

This research aimed to identify and analyze the principles, standards, elements, and quality of public services at the Office of Industry, Trade, and Cooperatives of Yahukimo Regency, Indonesia, located in a remote area. The research method applied was a qualitative descriptive survey with observation and interviews. The interviewees in this study were from 15 informants of different position levels. This study employed an interactive model to analyze the interview data. There were four main findings; firstly, in terms of the principle of public service transparency, the public was increasingly motivated to convey their demands, requests, and aspirations to the government. Meanwhile, accountability services were satisfactory per the provisions of laws and regulations, but public participation in public services was still lacking. Secondly, public service standards and service procedures were implemented following the stipulated provisions and competencies of officials. Those public officers had related-abilities in the form of knowledge, prowess, skill, attitude, and behavior that are required in completing their duties. Thirdly, in terms of public services, the public officers’ work ethic was a driving force for the officials to comply with the prior-set and agreed with rules and work procedures. At the same time, the facilities and infrastructure were adequate. Finally, regarding the quality of public services, the goals and targets of the service were well achieved.

scholarly journals KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCACATAN SIPIL KOTA DENPASAR DI TENGAH SITUASI PANDEMI COVID-19

2021 ◽  
pp. 61-71
Author(s):  
Ni Nyoman Ariani ◽  
Anak Agung Putu Sugiantiningsih ◽  
Moch. Noor
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Government Policies ◽  
The Public ◽  
Direct Observations ◽  
Data Collection Process ◽  
Service Standards

Many people have adapted to the situation of covid-19 outbreak including public service providers. Government policies to prevent the spread of COVID-19 have an impact on public service standards implemented by the service providers. Regarding this matter, this study was conducted to analyze the quality of the service provided by Civil Registry Office of Denpasar during covid-19 pandemic. Interviews and direct observations were carried out to collect data. In this data collection process, five questions were given to six informants at this Office. The results of this study show that any declines in terms of the quality of the public services provided by this Office are not identified.

scholarly journals Etika Pelayanan Publik di Indonesia

2019 ◽  
Vol 1 (1) ◽  
pp. 59-76
Author(s):  
Mashur Hasan Bisri ◽  
Bramantyo Tri Asmoro
Keyword(s):  
Public Service ◽  
Public Services ◽  
Central Government ◽  
Service Providers ◽  
Regional Government ◽  
Regional Autonomy ◽  
The Public ◽  
Administrative Service ◽  
Service Standards ◽  
Universal Standard

Abstrak Pelayanan publik adalah segala kegiatan dalam rangka pemenuhan kebutuhan dasar sesuai hak dasar setiap warga negara dan penduduk atas suatu barang, jasa dan / atau pelayanan administrasi yang disediakan oleh penyelenggara pelayanan  yang  terkait dengan kepentingan publik. Masyarakat sebagai pelanggan memiliki kebutuhan dan harapan pada kinerja penyelenggara pelayanan publik yang profesional. Tugas Pemerintah Pusat maupun Pemerintah Daerah adalah memberikan pelayanan publik yang mampu memuaskan masyarakat. Implementasi kebijakan desentralisasi dan otonomi daerah di Indonesia mengakibatkan pemerintah daerah mempunyai tanggung jawab dan kewenangan dalam menentukan standar pelayanan minimal. Permasalahan mendasar dalam proses pelayanan publik di Indonesia adalah tentang etika. Tidak ada standar universal tentang norma atau etika serta sanksi yang mengatur secara khusus untuk pelanggaran yang dilakukan aparat dalam pelayanan publik. Kata Kunci : Pelayanan publik, Etika, Norma     Abstract Public services are all activities in order to fulfill basic needs in accordance with the basic rights of every citizen and resident of an item, service and / or administrative service provided by service providers related to the public interest. Communities as customers have needs and expectations in the performance of professional public service providers. The task of the Central Government and Regional Government is to provide public services that are able to satisfy the public. The implementation of decentralization and regional autonomy policies in Indonesia has resulted in regional governments having responsibility and authority in determining minimum service standards. The fundamental problems in the process of public service in Indonesia are about ethics. There is no universal standard on norms or ethics and sanctions that specifically regulate violations committed by the authorities in public services. Keywords : Public Service, Ethic, Norm

scholarly journals The Benefit of Utilizing E-Government Based Public Services

2020 ◽  
Vol 1 (3) ◽  
pp. 600-608
Author(s):  
Muhammad Iqbal ◽  
Julia Ivanna ◽  
Sri Hadiningrum
Keyword(s):  
Public Service ◽  
Public Services ◽  
National Policy ◽  
District Leadership ◽  
Quality Service ◽  
Application System ◽  
Administrative Services ◽  
The Public ◽  
Descriptive Research ◽  
Service Standards

The aim of this article to research government efforts in the implementation of bureaucracy reform as stipulated in the law No. 25 of 2009 about public services related to the service to its residents with quality service standards, fast, easy, affordable and be measured. It is in accordance with Presidential Instruction No. 3 of 2003 about national policy on e- Government development. In its development, e-Government is still far from expectations, government institutions both in the center and the region do not yet consider the important e-Government. E-Government is considered a project and a one of the sub-districts in Medan that has been conducting bureaucracy reform by providing public services based on electronic (e-kecamatan) in managing Administration and Increase Community participation. This study uses qualitative research methods with the type of descriptive research. The results showed the success of public services electronic-based public services in Kecamatan Medan Barat had a prerequisite, namely (1) the support from the District Leadership (Camat), (2) availability of Financial Resources and Human Resources (3) Transparency In the public service process with application system. In addition, e-kecamatan based momentarily trend. Kecamatan Medan barat where the research will be done services facilitate the residents to obtain information and manage various purposes in the form of administrative services products.

On Westminster

2017 ◽  
Author(s):  
R. A. W. Rhodes
Keyword(s):  
Public Service ◽  
Comparative Politics ◽  
Textual Analysis ◽  
Public Services ◽  
Primary Sources ◽  
Area Studies ◽  
The Public ◽  
Parliamentary Government ◽  
British Commonwealth

This chapter is not an example of comparative politics but of area studies, a field that is descriptive, cultural, historical, and contextual, seeking to analyse a country or region. The chosen area is the dominion countries of the British Commonwealth. The chosen method is the textual analysis of primary sources: speeches, writings, evidence to inquiries, and interviews by heads of the public services. This chapter analyses how the heads of the public services articulate the traditions of ‘constitutional bureaucracy’ found in Westminster systems of parliamentary government and selectively draw on past understandings to understand present-day changes. It describes traditions under challenge that reshape reforms as reforms reshape them. In each case, it is not a question of ‘in with the new, out with the old’, but of ‘in with the new alongside key components of the old’. The myths and legends of yore remain germane to the modern public service.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

Perceptions towards the quality of public services in Romania. Poor outcomes of public administration reforms?

2020 ◽  
Vol 31 (3) ◽  
pp. 263-285
Author(s):  
Claudia Petrescu ◽  
Flavis Mihalache
Keyword(s):  
Quality Of Life ◽  
Public Administration ◽  
Public Service ◽  
Public Management ◽  
Public Services ◽  
New Public Management ◽  
Local Level ◽  
The Public ◽  
Public Administration Reform

Public services represent an important dimension of quality of society, as they create the contextual conditions for people to further their quality of life. Romanian public administration reform has brought about a constant institutional transformation, which has influenced both the specific features and the quality of the services. This article aims to analyse trends regarding the perceived quality of public services in Romania, in European comparative perspective, using the data of the European Quality of Life Survey (2003–2016). The article aims to understand the low satisfaction with public services in Romania against the background of the public service reform measures taken by government in this period. The article describes the context of Romanian public administration and public service reform, the most important public policy measures adopted and the most important challenges. The lack of vision in the public service reform, the partial introduction of reform elements, the permanent and, sometimes, conflicting changes are issues that may have influenced the way in which the population perceives the quality of public services. The decentralisation process of public services and the insufficient allocation of public funds for delivering such services at local level might have an impact on their quality and quantity perceived by the population. Keywords: public services; public administration reform; citizens’ satisfaction; New Public Management; New Weberianism.

scholarly journals Toward a public service management: past, present, and future directions

2017 ◽  
Vol 28 (5) ◽  
pp. 998-1023 ◽  
Author(s):  
Ian R. Hodgkinson ◽  
Claire Hannibal ◽  
Byron W. Keating ◽  
Rosamund Chester Buxton ◽  
Nicola Bateman
Keyword(s):  
Public Service ◽  
Service Management ◽  
Public Services ◽  
Service Research ◽  
Future Research ◽  
Complex Nature ◽  
Management Research ◽  
Future Directions ◽  
Content Type ◽  
The Public

Purpose In providing a fine-grained analysis of public service management, the purpose of this paper is to make an important contribution to furthering research in service management, a body of literature that has tended to regard public services as homogenous or to neglect the context altogether. Design/methodology/approach Integrating public management and service management literatures, the past and present of public service management are discussed. Future directions for the field are outlined drawing on a service-dominant approach that has the potential to transform public services. Invited commentaries augment the review. Findings The review presents the Public Service Network Framework to capture the public value network in its abstraction and conceptualizes how value is created in public services. The study identifies current shortcomings in the field and offers a series of directions for future research where service management theory can contribute greatly. Research limitations/implications The review encourages service management research to examine the dynamic, diverse, and complex nature of public services and to recognize the importance of this context. The review calls for an interdisciplinary public service management community to develop, and to assist public managers in leveraging service logic. Originality/value The review positions service research in the public sector, makes explicit the role of complex networks in value creation, argues for wider engagement with public service management, and offers future research directions to advance public service management research.

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