Bureaucratic Reform by Building Trust in Citizens: Best Practices from Local Online Complaints

The purpose of this study is to provide an overview of the success of the Banyumas Complaint Outlet (Lapak Aduan Banyumas/ LAB) in increasing public trust in the government. One of the goals of bureaucratic reform is to build citizens’ trust, but it is rarely discussed how the bureaucracy initiates bureaucratic reform by building trust in citizens. This research used qualitative research methods, data collection techniques used are interviews, observation, and documentation. The data analysis techniques used were interactive data analysis and content analysis. LAB offers a framework that gives trust to the public to complain, many complaints from the public will create external pressure from the bureaucracy to make improvements to bureaucratic performance. Performance improvements of the bureaucracy will increase public trust. The increase in public trust in the government is evidenced by the high interest of citizens to provide suggestions and input to the government regarding public services or facilities. A simple complaint system and quick response has proven to strengthen public trust. Bureaucratic reform can be started by earning citizens’ trust.

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The Public Service Ethics in Bali in The Bureaucratic Reform Era

Journal of Public Administration and Local Governance ◽

10.31002/jpalg.v2i2.1075 ◽

2018 ◽

Vol 2 (2) ◽

pp. 1 ◽

Cited By ~ 1

Author(s):

Adi Sastra Wijaya

Keyword(s):

Data Analysis ◽

Public Service ◽

Font Size ◽

Public Servants ◽

Reform Era ◽

The Public ◽

The Government ◽

Service To Others ◽

Bureaucratic Reform ◽

Service Theory

Abstract This article describes the performance of the public servants, namely the bureaucracy in serving the public in Bali. The main problem proposed in this article is how the public servants in Bali in the bureaucratic reform era are and what ethic underlies the running of this service. The data were collected through the interviews, observation, and documentation. Data analysis was done by the public service theory. The results of the study present that the public services in Bali are strongly influenced by Hinduism culture especially the spirit of Sewaka Dharma manifested in the government bureaucrats. The concept of Sewaka Dharma is in line with the values echoed in the bureaucratic reform. It contains the values and concepts related to the service to others and the accountability to God. Keywords: Ethic; Public Servants; Bureaucratic Reform; Bali

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Kepercayaan Publik (Public Trust) Terhadap E-Government : Studi Kasus Penggunaan E-Mobile BPJS Kesehatan Di Kota Makassar

Publik (Jurnal Ilmu Administrasi) ◽

10.31314/pjia.9.1.80-88.2020 ◽

2020 ◽

Vol 9 (1) ◽

pp. 80

Author(s):

Sitti Mirsa Sirajuddin ◽

A . Atrianingsi

Keyword(s):

Health Insurance ◽

National Health Insurance ◽

National Health ◽

Mobile Applications ◽

Mobile Application ◽

Public Trust ◽

The Public ◽

The Government ◽

Quantitative Descriptive ◽

High Level

The general objective of the study was to analyze the level of public trust (citizen trust) of e-government based health insurance services, namely the e-mobile National Health Insurance (JKN) BPJS in Makassar City.The design of this research is a quantitative descriptive type. The population in this study were people who used the National Health Insurance (JKN) e-mobile application with 167 respondents. Data collection was carried out using a questionnaire instrument. Data analysis uses multiple linear regression.The results showed that first there was a high level of public trust in JKN e-mobile applications. This means that the application gives satisfaction to the community and is considered beneficial for them. Secondly, the level of public trust is high in the government, where the public considers the government to be serious in providing health insurance services.Tujuan umum penelitian adalah untuk menganalisis tingkat kepercayaan publik (citizen trust) terhadap pelayanan jaminan kesehatan berbasis e-government yaitu e-mobile Jaminan Kesehatan Nasional (JKN) BPJS Kesehatan di Kota Makassar. Desain penelitian ini adalah kuantitatif tipe deskriptif. Populasi dalam penelitian ini adalah masyarakat yang menggunakan aplikasi e-mobile Jaminan Kesehatan Nasional (JKN) dengan jumlah responden sebanyak 383 orang. Pengumpulan data dilakukan dengan menggunakan instrument kuesioner. Analisis data menggunakan regresi linear berganda. Hasil penelitian menunjukkan bahwa, pertama terdapat tingkat kepercayaan tinggi masyarakat terhadap aplikasi e-mobile JKN. Hal ini berarti aplikasi memberi kepuasan kepada masyarakat dan dianggap bermanfaat bagi mereka. Kedua tingkat kepercayaan publik tinggi terhadap pemerintah tinggi, dimana masyarakat menilai pemerintah serius dalam memberikan pelayanan jaminan kesehatan.

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The African National Congress Led Government's (In)ability to Counter Public Corruption: A Forensic Criminological Perspective

Africa’s Public Service Delivery and Performance Review ◽

10.4102/apsdpr.v1i2.27 ◽

2012 ◽

Vol 1 (2) ◽

pp. 5

Author(s):

Setlhomamaru Dintwe

Keyword(s):

Public Awareness ◽

Public Perceptions ◽

African National Congress ◽

Public Servants ◽

The Public ◽

Public Corruption ◽

Criminological Perspective ◽

National Congress ◽

The Government ◽

Bureaucratic Reform

Since the advent of democracy in 1994, there has been a myriad of incidents of corruption involving the public servants in South Africa. Equally so, the government led by the African National Congress have developed various mechanisms aimed at dealing with the problem of corruption. The incidents of corruption, characterized by colossal thefts, embezzlements and rampant bribery are the basis of erudition around the ability of the African National Congress led government in dealing with corruption. Although this article acknowledges the presence of corruption during the apartheid era, its crux is mainly on whether the programmes employed by the African National Congress proved adequate in turning the tide against the scourge of corruption, which tends to erode the fabric upon which the South Africa’s economy is built. At the same breath, it is interesting to establish if the programmes employed by the ruling party encapsulate the internationally accepted elements reminiscent of an anti-corruption programmes worldwide. These elements are inter-alia, measurement of public perceptions, creation of public awareness, disincentivising corruption, visible sanctions, bureaucratic reform and most mportantly, the political will in dealing with corruption. Corruption is an indicator of a defective system of public accountability which involves subversion of public interest for personal gains. An ability to deal with corruption manifests tself in two-fold paraphernalia. It encompasses understanding the causes of corruption on one hand and the calculated esponses in countering corruption on the other. It is against this background that his article endeavours to establish the advancement of the African National Congress in dealing with corruption in government.

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Trust in government in times of economic crisis

Studia z Polityki Publicznej ◽

10.33119/kszpp.2016.1.4 ◽

2016 ◽

pp. 111-126

Author(s):

Robert Sobiech

Keyword(s):

Public Administration ◽

Economic Crisis ◽

Public Trust ◽

Trust In Government ◽

Social Scientists ◽

The Public ◽

Public Evaluation ◽

Public Debates ◽

The Government

The aim of the paper is to provide an overview of the existing studies concerning the phenomenon of public trust in government. Low trust in government has been frequently defined as a key problem influencing the policy process in many countries. The economic crises reinforced the importance of trust and triggered public debates on the necessary reforms of the public sector. The paper examines the key theories and research conducted by social scientists with a particular emphasis on the role of trust in risk societies. The review of the existing literature concentrates on the drivers of trust, showing the importance of two interlinked logics: the logic of consequences (the performance approach) and the logic of appropriateness (the process approach). The first one explains trust as a result of outputs and outcomes of government policies and services. The logic of appropriateness claims that trust is built on values and identity and depends on the adoption by governments the rules of integrity, openness, responsiveness and transparency. Trust in government is also deeply rooted in a broader system of rules, norms andvalues known as the trust culture. The last part of the paper is an attempt to trace an impact of an economic crisis on public trust. Studies of public opinion do not fully confirm the opinions on low trust and a decline in trust in government and trust in public administration in times of crisis. Some studies reveal considerable fluctuations of public trust in selected countries. In other countries, the public evaluation of government and public administration is high and there are only slight modifications in citizens’ perception of the government.

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PENERAPAN GOOD GOVERNANCE DALAM PELAYANAN PUBLIK (Studi Tentang Kualitas Pelayanan Elekronik Kartu Tanda Penduduk Berbasis Good Governance Di Kecamatan Sukolilo Surabaya)

JPAP Jurnal Penelitian Administrasi Publik ◽

10.30996/jpap.v4i1.1277 ◽

2018 ◽

Vol 4 (1) ◽

Author(s):

Arif Cahyadi ◽

Bagoes Soenarjanto

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Public Service ◽

Good Governance ◽

The Public ◽

The Government ◽

Gathering Data

Implementation of good governance in public service. The principles of good governance is the government whether it is done in the government in the implementation of the public service. So this research aims to determine and analyze the value of the application of good governance and also knowing and analyzing yhe value of the quality of public service in the Sukolilo in Surabaya. The gathering data carried out by using interviews conducted with the head of the sie the government, as well as questionnaires in the spread of the Sukolilo in Surabaya with the amount of an informant for the 25 people who take care of the sevice E – ID cards, and also use techniques the observation of data – data obtained from the Sukolilo in Surabaya. The data analysis carried out in this study is the reduction of data to select the data according to the research, also the presentation of data with the present data that has been reduced and obtained from the Sukolilo, Surabaya, and also use techniques of pigeons gathered to conclude the data that has been reduced and is served. The results of this that the value of the implementation of the principle of good governance in the service of the E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 21,6 and obtained also the results of this research that the value of the quality of service E – ID cards in the Sukolilo of Surabaya was enough it’s fine with the value of approximately 51. Keywords: good governance, the quality of public service.

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Tanggung Jawab Direksi dalam Meningkatkan Citra Bank (Suatu Telaah Yuridis Normatif)

Wajah Hukum ◽

10.33087/wjh.v5i2.762 ◽

2021 ◽

Vol 5 (2) ◽

pp. 682

Author(s):

Sriayu Indah Puspita

Keyword(s):

Board Of Directors ◽

Banking Sector ◽

Public Trust ◽

Public Funds ◽

The Public ◽

Bank Secrecy ◽

The Board Of Directors ◽

Banking Institutions ◽

The Government

At this time the banking world has a very important function in the Indonesian economy. Banking is an institution that functions to collect and distribute public funds. For this reason, in order to maintain public trust in the bank, the government continues to try to protect or protect the public from irresponsible persons who can damage public trust in the bank. The issue of civil liability for negligence or carelessness that occurs in a bank can be related to the management of the bank. In order to increase the function of common awareness towards banking institutions, regulations regarding bank secrecy which have been very secretive must be revised immediately. The bank secrecy in question is one of the elements that every bank needs to have as an institution of public trust. Banking practices that violate the laws and regulations in the banking sector as long as these regulations are considered a weakness that can harm their interests, even the owner or management of the bank uses the existing regulatory loopholes so that in the end the bank is in an unhealthy condition. For that we need to know and understand how the bank can improve its image and the role of the board of directors in overcoming the problems faced and how to overcome these problems. The Board of Directors has an important role in the management of the bank, the board of directors is also required to regulate the bank according to its authority and responsibility as stipulated in the articles of association and the provisions of the applicable regulations. The image of the bank is built through communication programs and combined with customer experiences interacting with the bank.

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Optimizing Bus Passenger Complaint Service through Big Data Analysis: Systematized Analysis for Improved Public Sector Management

10.20944/preprints201609.0027.v1 ◽

2016 ◽

Author(s):

Weng-Kun Liu ◽

Chia-Chun Yen

Keyword(s):

Big Data ◽

Data Analysis ◽

Public Sector ◽

Environmental Sustainability ◽

Research Area ◽

Big Data Analysis ◽

The Public ◽

Demand Chain ◽

Customer Complaint ◽

The Government

With the advances in industry and commerce, passengers have become more accepting of environmental sustainability issues; thus, more people now choose to travel by bus. Government administration constitutes an important part of bus transportation services as the government gives the right-of-way to transportation companies allowing them to provide services. When these services are of poor quality, passengers may lodge complaints. The increase in consumer awareness and developments in wireless communication technologies have made it possible for passengers to easily and immediately submit complaints about transportation companies to government institutions, which has brought drastic changes to the supply-demand chain comprised of the public sector, transportation companies, and passengers. This study proposed the use of big data analysis technology including systematized case assignment and data visualization to improve management processes in the public sector and optimize customer complaint services. Taichung City, Taiwan was selected as the research area. There, the customer complaint management process in public sector was improved, effectively solving such issues as station-skipping, allowing the public sector to fully grasp the service level of transportation companies, improving the sustainability of bus operations, and supporting the sustainable development of the public sector-transportation company-passenger supply chain.

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Achieving Useful Government Accountability and Transparency Websites

Politics and Social Activism ◽

10.4018/978-1-4666-9461-3.ch002 ◽

2015 ◽

pp. 26-48

Author(s):

Deborah S. Carstens ◽

Stephen Kies ◽

Randy Stockman

Keyword(s):

State Government ◽

Government Spending ◽

Policy Making ◽

Public Trust ◽

Access To Information ◽

Government Accountability ◽

The Public ◽

Government Websites ◽

The Government ◽

And Performance

With the transition from government to e-government, greater transparency in government accountability has occurred. However, state government budgets and performance reports are voluminous and difficult to understand by the average citizen. There is a need for government Websites to promote public trust while providing understandable, meaningful, and usable government accountability information. The public needs to have access to information that links the outcome of government spending so that government can be accountable for their spending. There are three fundamental functions for government: accountability, budgeting, and policy-making. The chapter discusses literature specifically relating to government accountability resulting in a checklist being developed to provide a mechanism for evaluation of government Websites from a technical and usability perspective. Therefore, it is not only important for a Website to have the government accountability information but to also display it in a useful and meaningful format understandable by citizens accessing the Website.

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The Accelerating Public Service Policy: A Study of the Preconditions of Integrated Administrative Service of Subdistrict (PATEN) in Indonesia

Journal of Advanced Research in Law and Economics ◽

10.14505/jarle.v11.2(48).18 ◽

2020 ◽

Vol 11 (2) ◽

pp. 456

Author(s):

Kusworo KUSWORO

Keyword(s):

Public Service ◽

Public Awareness ◽

Sampling Technique ◽

Job Descriptions ◽

The Public ◽

Technical Requirements ◽

Administrative Service ◽

The Government ◽

Service Standards ◽

Bureaucratic Reform

The purpose of this study is to determine and analyze the preconditions, as well as to provide an overview, of the acceleration of integrated administrative service of subdistrict in Karangpawitan Subdistrict, Garut District, West Java, Indonesia. This study is a descriptive study using qualitative approach. The data are collected using interview and document study. The respondents are determined using purposive sampling technique as informants and key persons. The data are then analyzed using qualitative data analysis through reduction, data presentation, and conclusion. The findings show that the preconditions of PATEN in Karangpawitan Subdistrict, Garut District, are not fully prepared. If observed from the substantive and technical requirements, the acceleration of PATEN is prepared, but from administrative requirements, it is unprepared because there is no Regulation of Regent, stipulating the service standards and job descriptions of the subdistrict personnel for the implementation of PATEN. The efforts to be carried out by the government of Karangpawitan Subdistrict in order to accelerate PATEN in Karangpawitan Subdistrict, Garut District are: (1) Implementing PATEN with full commitment in accordance with the authority delegated by the Regent to the Head of Subdistrict; (2) Developing and utilizing information technology with computerized system to facilitate access to public service; (3) Maximizing the performance of the Technical Team of PATEN in establishing cooperation and coordination with related Regional Working Unit (SKPD) to complete the implementation requirements of PATEN; (4) Providing information and socialization about PATEN to the public in order to increase public awareness to manage licensing and non-licensing services in Subdistrict; (5) Changing the mindset of subdistrict officials by promoting public demand for the quality of public services provided; (6) Applying reward and punishment to support bureaucratic reform in public service; (7) Capacity building of human resources (SDM) of subdistrict apparatus in conducting qualified public service.

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Persepsi Para Mubaligh Terhadap Wacana Kontroversi Standardisasi Khatib dan Sertifikasi Mubaligh

KOMUNIKA Jurnal Dakwah dan Komunikasi ◽

10.24090/komunika.v11i2.1367 ◽

2018 ◽

Vol 11 (2) ◽

pp. 235-249

Author(s):

Arsam Arsam

Keyword(s):

Data Analysis ◽

Qualitative Method ◽

Alternative View ◽

The Public ◽

The Enlightenment ◽

The People ◽

Research Procedure ◽

The Government ◽

The One ◽

And Behavior

Today, there is a discourse of controversy that disturbs society, especially the muballigh and khatib related to the discourse of standardization of preachers and muballigh certification. Controversy on the discourse of standardization of preachers and certification of muballigh occurred between the government and some circles including the leaders and the mosque or mosque official. On the one hand, the government states that certification of muballigh and standardization of khatib is very necessary and important to do. While on the other hand a number of figures refuse the certification of muballigh and standardization of preacher. From the above background can be formulated “How is the perception of the Muballigh in Banyumas against the controversy of khatib standardization and certification of muballigh? “How are the hopes of the muballigh in Banyumas related to the controversy of khatib standardization and muballigh certification? The type of research used in this study is a qualitative research that is a research procedure that produces deksriptif data in the form of written or oral words of the people and behavior that can be observed. The research method used in this research is descriptive qualitative method. The method of data analysis used in this study is the method of data analysis by Mile and Huberman. The results of this study include: a) Views that support adanyba khatib standardization and certification of preachers with records starting with the training and get a salary from the government. b). Views that reject the standardization of preachers and certification preachers. Both terms are deemed inaccurate and more precisely is the formation of forums silaturrahim between preachers and preachers in which is filled with sharing sharing about the problems of preachers and the public. c). Alternative view is to provide a new alternative by empowering the existing religious counselors within the ministry of religion to accompany the preachers or form forum silaturrohim between preachers and preachers. While the expectations of the preachers to the controversy of standardization of preachers and certification of preachers are as follows: a). For preachers to improve their competence so that the goal to give the enlightenment of reason and conscience can be realized. b). For preachers in lectures not to vilify other groups, enlarge khilafiyah and not anti Pancasila and constitution 45.

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