Innovative Concept of Providing Local Public Services Based on ICT

Abstract The public sector faces the challenge of re-evaluating public service delivery mechanisms with a citizen orientation. The eGovernment concept should not only focus on delivering a large number of services to increase efficiency and effectiveness when deciding on a top-down approach, based on government needs, but decisions should be made on the basis of citizens’ needs, a bottom-up approach. The object of the paper is to identify problems of public service innovations demand and supply, which determinate the adoption of local public service innovations based on the use of IT technology in the condition of Slovak Republic. The results of the investigation confirmed that there is citizen demand for innovation of local public services, but the process of developing and implementing innovative concepts of public services fails on the grounds of the low innovation potential of the service providers.

Download Full-text

An Analysis of the Provision of Local Public Utility Services by Way of Illustration of Two Slovenian Municipalities

Lex localis - Journal of Local Self-Government ◽

10.4335/82 ◽

2009 ◽

Vol 7 (2) ◽

pp. 209-219

Author(s):

Božo Grafenauer

Keyword(s):

Public Service ◽

Public Services ◽

Public Utility ◽

Public Utilities ◽

Public Enterprise ◽

Public Enterprises ◽

The Public ◽

Local Public Services ◽

Legal Foundations ◽

Utility Services

Among the tasks performed by the Slovenian municipalities to meet the needs of individual residents there is also the provision of local public services. A municipality provides the performance of the public services determined by the municipality itself, and the performance of the public services established by law (local public services). The legal foundations for the regulation and operation of public utility services are given primarily in the Local Self-Government Act and in the Public Utilities Act, as well as in sector-specific laws for individual services. The overview of public utility services and the modes of their performance in two urban municipalities indicate that in Slovenian municipalities, public utility services are performed primarily in two ways: in public enterprises and by awarding a public service concession. KEYWORDS: • local public services • public service delivery • municipality • concession • public enterprise • Slovenia

Download Full-text

Preliminary assessment and analysis of public amenities capacity and status in the constituent entities of the Russian Federation: Methodological recommendations

Services in Russia and abroad ◽

10.12737/5363 ◽

2014 ◽

Vol 8 (5) ◽

pp. 47-56

Author(s):

Елена Погребова ◽

Elena Pogrebova

Keyword(s):

Public Administration ◽

Russian Federation ◽

Public Service ◽

Service User ◽

Public Services ◽

Information Sources ◽

Service Providers ◽

Preliminary Assessment ◽

The Public ◽

The Russian Federation

The article presents the results of the author’s attempt at developing a complex of methodological recommendations for the preliminary assessment and analysis of the public amenities capacity and status in different constituent entities of the Russian Federation. The recommendations as developed by the author are based on specific examples, and are supported by information sources regarded by the author as necessary to use in the course of the analysis. The author also provides recommendations on the graphic representation of the results of the analysis (spread sheets) as well as recommendations on rating of the regions (ranking and grouping the regions in accordance with the level of public amenities development they demonstrate), a thorough analysis of the system of the public administration of the industry, the competences and authority of the federal executive bodies, regional agencies of State power and the local authorities responsible for the regulation of relations in the sphere of public services, an assessment of the capacity of public service providers, and a comparison of public service user prices as quoted by municipal entities in different constituents of the Russian Federation.

Download Full-text

Public Service in Interpersonal Communication

International Journal for Educational and Vocational Studies ◽

10.29103/ijevs.v1i5.1719 ◽

2019 ◽

Vol 1 (5) ◽

Author(s):

Ira Lusiawati

Keyword(s):

Interpersonal Communication ◽

Communication Skills ◽

Public Service ◽

Service Provider ◽

Public Services ◽

Service Providers ◽

Mutual Understanding ◽

The Public

One important aspect in the implementation of public services is the ability of a service officer to interact and communicate with others. Communication is the most common thing in providing services. Good value whether or not a service is often seen from how the service providers in communicating with customers. For this communication skills must be owned and mastered properly by each service provider. In the implementation of public services, communication skills become one of the important aspects that will affect how effective the public services are provided and will determine how the community as a customer in responding to and imaging the funding organization. To communicate must be able to place humans in an honored position as well as public service is an effort to humanize humans (human humanization). In communication there is delivery of information and from one person to another. Communication will be good if there is mutual understanding between the sender and receiver of information so that the message conveyed is easily understood . This paper reviews the effectiveness of interpersonal communication within organizations to improve the quality of public services.

Download Full-text

Urgency of the Public Services Supervision on the Regional Government Implementation

Prizren Social Science Journal ◽

10.32936/pssj.v4i2.164 ◽

2020 ◽

Vol 4 (2) ◽

pp. 84-88

Author(s):

Ida Ayu KETUT KARYANI ◽

I Wayan PARSA

Keyword(s):

Public Service ◽

Public Services ◽

Service Providers ◽

Regional Government ◽

Public Officials ◽

The Public ◽

Government Supervision ◽

Service Sectors ◽

The Government

This study examined the supervision of public services as stipulated in Law 25 of 2009, namely regarding public services and Law 23 of 2014 concerning regional government. Supervision carried out in the law is to give authority to each of the existing institutions or institutions, causing overlapping existing authority. Giving authority to officials will give birth to the rights and obligations to achieve the goals and intentions specified in the legislation. The rise of corruption cases occurs because of the weakness of existing supervision of government administration, especially in public services. In this case corruption will foster public distrust of public services. The form of maladministration carried out by public service providers is always associated with behavior in services performed by public officials and the norms of behavior of officials in public services. In addition, these problems are also caused by the opportunities and authority given to be abused and the low quality of public services in various service sectors. Supervision of public services can provide certainty about the public services provided by the government whether it has been running according to targets and objectives and is a way to find out as early as possible maladministration that might occur so that effective and accountable government can be realized.

Download Full-text

PELAYANAN PUBLIK DI BADAN PENANGGULANGAN BENCANA DAERAH KOTA KEDIRI: STRATEGI POSKO SIAGA PENANGANAN PENYEBARAN COVID-19

Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara ◽

10.30737/mediasosian.v5i2.2073 ◽

2021 ◽

Vol 5 (2) ◽

pp. 214

Author(s):

Fendy Artha Prissando

Keyword(s):

Disaster Management ◽

Public Service ◽

Public Services ◽

Service Providers ◽

The Public ◽

Management Agency ◽

Public Servant ◽

State Apparatus ◽

Qualitative Descriptive

AbstrakPelayanan publik merupakan salah satu perwujudan dari fungsi pada aparatur negara sebagai abdi masyarakat. Pelayanan publik yang professional itu artinya pelayanan publik yang bercirikan oleh adanya akuntabilitas dan responsibilitas dari pemberi layanan. Pelayanan publik pada dasarnya merupakan sebuah upaya individu, kelompok atau birokrasi untuk memberikan bantuan serta kemudahan kepada masyarakat untuk mencapai suatu tujuan tertentu. Tugas terpenting dari pelayanan publik ini adalah memberikan pelayanan terbaik kepada masyarakat. Pelayanan publik memiliki suatu tujuan untuk memenuhi kebutuhan masyarakat. Penelitian ini ditujukan untuk mengetahui bagaimana Pelayanan Publik di Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri serta mengetahui strategi posko siaga penanganan penyebaran Covid-19. Metode penelitian yang digunakan dalam penelitian ini adalah metode deskriptif kualitatif dan teknik pengumpulan data melalui observasi, wawancara secara mendalam kepada informan, dan dokumentasi. Hasil penelitian menujukkan bahwa kualitas pelayanan publik di Kantor Badan Penanggulangan Bencana Daerah (BPBD) Kota Kediri sudah baik dan sudah memberikan pelayanan publik dengan tepat kepada masyarakat yang membutuhkan bantuan dengan posko siaga.Kata Kunci: Kualitas; Pelayanan Publik; Prinsip Pelayanan. AbstractPublic service is one manifestation of the function of the state apparatus as a public servant. Professional public service means public service characterized by accountability and responsibility from service providers. Public service is basically an individual, group or bureaucratic effort to provide assistance and convenience to the community to achieve a certain goal. The most important task of this public service is to provide the best service to the community. Public services have a purpose to meet the needs of the community. This study was aimed to find out how the Public Service in the Regional Disaster Management Agency (BPBD) of Kediri City and to find out the strategy of the standby post for handling the spread of Covid-19. The research method used in this study is a qualitative descriptive method and data collection techniques through observation, in-depth interviews with informants, and documentation. The results of the study show that the quality of public services at the Office of the Regional Disaster Management Agency (BPBD) of Kediri City is good and has provided appropriate public services to people who need assistance with standby posts.Keywords: Quality; Public service; Service Principles.

Download Full-text

URGENSI АJUDIKАSI KHUSUS OMBUDSMАN REPUBLIK INDONESIА DАLАM PENYELESАIАN SENGKETА PELАYАNАN PUBLIK

Jurnal Bina Mulia Hukum ◽

10.23920/jbmh.v5i1.6 ◽

2020 ◽

Vol 5 (1) ◽

pp. 103-118

Author(s):

Intan Meitasari ◽

Shinta Hadiyantina ◽

Indah Dwi Qurbani

Keyword(s):

Public Service ◽

Public Services ◽

Service Providers ◽

Good Faith ◽

The Public ◽

The Republic ◽

The Government ◽

The Many ◽

And Function

ABSTRAKPemerintah pada hakekatnya menyelenggarakan fungsi pelayanan publik kepada masyarakat. Karena itu pemerintah berkewajiban dan bertanggungjawab untuk memberikan pelayanan publik yang baik dan professional, namun pelayanan publik yang diberikan oleh penyelenggara pelayanan publik di rasa masih belum maksimal, hal ini di tandai dengan masih banyaknya praktik-praktik Maladministrasi dan pengaduan dari masyarakat. Ombudsman Republik Indonesia yang dibentuk dan disahkan dalam Undang-Undang Nomor 37 Tahun 2008 Tentang Ombudsman Republik Indonesia, yang memiliki tugas dan fungsi untuk mengawal proses pelayanan publik yang efisien, efektif, dan terlepas dari kolusi, korupsi, dan nepotisme (KKN). Selain itu Ombudsman juga memiliki wewenang dalam menyelesaikan sengketa pelayanan publik dengan cara mediasi, konsiliasi dan ajudikasi khusus atau ganti rugi yang dapat di putus oleh Ombudsman. Kenyataannya Ombudsman hanya mampu memberikan rekomendasi kepada terlapor, untuk tindakan selanjutnya tergantung dari itikad baik terlapor, karna rekomendasi yang di berikan oleh Ombudsman tidak bersifat mengikat. Selain itu terdapat ketidak relevasian antara Undang-Undang Pelayanan Publik dan Undang-Undang Ombudsman sehingga perlu adanya pembaharuan dalam kedua Undang-Undang tersebut, dan perlu di atur lebih lanjut terkait Peraturan Presiden Tentang mekanisme dan tata cara pembayaran ganti rugi ajudikasi khusus.Kata kunci: ajudikasi khusus; ombudsman; pelayanan publik; urgensi. ABSTRACTThe government is essentially carrying out the function of public services to the community. Therefore the government is obliged and responsible to provide good and professional public services. However, the public services provided by the public service providers are felt still not optimal, this is marked by the many practices of maladministration and complaints from the community. The Ombudsman of the Republic Indonesia which was formed and approved in UUD (Indonesian constitution) Number 37 of 2008 concerning of the Ombudsman of the Republic Indonesia, which has the duty and function to oversee the process of public services that is efficient, effective, and free from collusion, corruption and nepotism. In addition, the Ombudsman also has the authority to resolve public service disputes by means of mediation, conciliation and special adjudication or compensation that can be decided by the Ombudsman. In reality the Ombudsman is only able to provide recommendations to the reported, for further action depends on the reported good faith, because the recommendations given by the Ombudsman are not binding. In addition, there is an irrelevance between the Public Service Act and the Ombudsman Law, so there is a need for reforms in both of these Laws, and it needs a renewal to the both of the Act, and also needs to be regulated further related to the Presidential Regulation concerning the mechanism and procedures for paying special adjudication compensation.Keywords: ombudsman; public services; special adjudication; urgency.

Download Full-text

Local Public Sphere for Discursive Public Service in Indonesia: Habermas Perspective

European Journal of Social Sciences Education and Research ◽

10.26417/ejser.v5i1.p427-432 ◽

2015 ◽

Vol 5 (1) ◽

pp. 427

Author(s):

Dodi Faedlulloh

Keyword(s):

Public Sphere ◽

Public Administration ◽

Public Service ◽

Public Services ◽

Public Organization ◽

Process Technology ◽

The Public ◽

Local Public Services ◽

Contemporary Situation ◽

The Government

Democracy is an important issue in the practice of public administration. Until the contemporary situation, democracy is a process that is constantly maintained to accommodate public aspirations. In the context of the democratic process, local public services could be determined by opening the deliberative public sphere and increasing public participation to think together what public services to be provided. This paper is an effort to explore the challenges, opportunities and possibilities of the terms of the acceptable public services for more stakeholders in Indonesia. In contrast to the practice of citizen charters that tend monologue in determining the services contract, the idea of local public sphere, public organization opens dialogue with all stakeholders including the public service users. Habermas's thought about public sphere be an inspiration in building the model of discursive public services. Historically, Indonesia has actually alreay had a concept of "musyawarah mufakat" (consensus) that is similar to deliberative democracy. Therefore, the prospect to create the public service policy that formulated together is possible. To open the possibility the theory into praxis, then the adaptation of Habermas's thought is formulated on a local scale, namely in the regions in Indonesia. Here, public sphere articulated with media or forum for all elements stakeholders for discussion and deliberation in defining public services. Now days with the development of technology, the opportunities will open widely. Beside to modernize and simplify the structure of the service process, technology can facilitate access to interact between the government and the public to create discursive public services.

Download Full-text

ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

AFEBI Management and Business Review ◽

10.47312/ambr.v3i02.200 ◽

2019 ◽

Vol 3 (02) ◽

pp. 46

Author(s):

Devi Valeriani ◽

Dian Prihardini Wibawa ◽

Aning Kesuma Putri ◽

Nanang Wahyudin

Keyword(s):

Public Service ◽

Public Services ◽

Service Providers ◽

Satisfaction Survey ◽

Community Satisfaction ◽

Cooperation Agreement ◽

The Public ◽

Service Unit ◽

Satisfaction Index

The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.Keywords: Community Satisfaction Index, Public Satisfaction, Public Service

Download Full-text

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

Jurnal Ilmu Sosial dan Ilmu Politik ◽

10.52318/jisip.2021.v35.2.1 ◽

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.

Download Full-text

Etika Pelayanan Publik di Indonesia

Journal of Governance Innovation ◽

10.36636/jogiv.v1i1.298 ◽

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

Download Full-text