scholarly journals KUALITAS PELAYANAN PUBLIK

2016 ◽  
Vol 2 (1) ◽  
Author(s):  
Harius Eko Saputro
Keyword(s):  
Public Service ◽  
Public Services ◽  
Services Quality ◽  
The State ◽  
Main Task ◽  
Government Officials ◽  
The Public ◽  
Public Servant ◽  
State Apparatus ◽  
The Government

Service is the main task of the state apparatus. The scope of services and public services covered broad aspects of community life. This task has been clearly outlined in the preamble of the 1945 Constitution that is in the fourth paragraph. In practice, public services in Indonesia have not been going well. The provision of public services by government officials to the public is actually an implication of the state apparatus functions as a public servant. Therefore, the position of the government apparatus in public services is very strategic because it will determine the extent to which the government is able to provide the best possible service to the community, which thus will determine the extent to which the state has to perform its role properly in accordance with the purpose of founding. The indicator of public services quality are punctuality, ease of filing, the accuracy of error-free services, and service charges. It is highly influenced by the organizational structure, the ability of the apparatus and service systems. Keywords: Public, Service, Quality

scholarly journals Maladministration in the Public Service: Should Government Officials be Responsible for their Decisions?

2021 ◽  
Vol 1 (1) ◽  
pp. 71
Author(s):  
Maulida Zulia Irmajayanti ◽  
Totok Sudaryanto ◽  
Antikowati Antikowati
Keyword(s):  
Public Service ◽  
Public Services ◽  
Legal Certainty ◽  
Government Officials ◽  
The Public ◽  
State Obligations ◽  
Normative Basis ◽  
The Republic ◽  
The Government ◽  
The Welfare State

The concept of the welfare state upholds the existence of the legal system under the premise of legal certainty and the protection of basic human rights. Paragraph IV of the 1945 Constitution of the Republic of Indonesia emphasizes the existence of “state obligations” and “the government duty” to protect and serve all public interest. The normative basis of the Constitution was translated as the national principle to embody the public services. The Public Service Law Number 25 of 2009 is a formulation of legal certainty. However, the main problem that occurs in the public services is maladministration in bureaucracy. It is important to build interpretations of the authority attached to the bureaucratic system or on subjects who become government officials. By analyzing the Constitution, this article states that the government official dimensions must be considered as an interrelated issue, so that the articulate practice must be seen as inherent social conditions. Keywords: Responsibility, Government Officials, Maladministration.

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

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.

scholarly journals PENERAPAN KEBIJAKAN DISKRESI DALAM KAITANNYA DENGAN TINDAK PIDANA KORUPSI

2018 ◽  
Vol 6 (3) ◽  
pp. 404
Author(s):  
Ervien Rizky Aditya
Keyword(s):  
Public Service ◽  
Active Role ◽  
The State ◽  
Economic Life ◽  
Government Officials ◽  
The Public ◽  
General Welfare ◽  
State Administration ◽  
The Government ◽  
Executive Body

Government in carrying out its duties is equipped with the authority of both the attributive and the delegative. With the development of society, there are often certain urgent circumstances, in which Government Officials/Administration Bodies can not use their authority which is bound to take legal action. In realizing the goal as a state with the concept of welfare general (welfare state) then the government must play an active role in interfacing the field of social economic life of the community. The government delegated responsibility bestuurszorg or public service. With this discretionary authority it means that some of the powers held by the legislature are transferred into the administration of the state as the executive body. Because the state administration has solved the problem by not waiting for the amendment of the Law from the legislative field, so the government should not refuse to provide services to the public on the grounds that there is no or no clear rule of law as long as it is still the authority of the government. But the power of government as a discretionary policy maker is always faced with a problem connected with corruption. Pemerintah dalam menjalankan tugasnya dilengkapi dengan kewenangan-kewenangan baik yang bersifat atributif maupun yang bersifat delegatif. Dengan adanya perkembangan masyarakat maka seringkali terdapat keadaan-keadaan tertentu yang sifatnya mendesak, dimana Pejabat/Badan Administrasi pemerintahan tidak dapat menggunakan kewenangannya yang bersifat terikat dalam melakukan tindakan hukum. Dalam mewujudkan tujuan sebagai negara dengan konsep kesejahteraan umum maka pemerintah harus berperan aktif mencampuri bidang kehidupan sosial ekonomi masyarakat. Maka pemerintah dilimpahkan tanggung jawab sebagai pelayan publik atau public service. Dengan adanya kewenangan diskresi ini berarti bahwa sebagian kekuasaan yang dipegang oleh badan pembentuk Undang-Undang dipindahkan ke dalam administrasi negara sebagai badan eksekutif. Karena administrasi negara melakukan penyelesaian masalah dengan tidak menunggu perubahan Undang-Undang dari bidang legislatif, sehingga pemerintah tidak boleh menolak memberikan pelayanan kepada masyarakat dengan alasan tidak ada atau tidak jelasnya aturan hukum sepanjang masih menjadi kewenangan dari pemerintah. Namun kekuasaan pemerintah sebagai pembuat kebijakan diskresi selalu berhadapan dengan adanya suatu permasalahan yang dihubungkan dengan tindak pidana korupsi.

scholarly journals The Effect of Bureaucratic Reforms Implementation for Optimizing of Governance in Indonesia (Focus on the Public Service Innovation in Local Government Institutions)

2019 ◽  
Vol 3 (2) ◽  
pp. 43-59
Author(s):  
Elvira Mulya Nalien ◽  
Teguh Ilham
Keyword(s):  
Local Government ◽  
Public Service ◽  
Public Services ◽  
Good Governance ◽  
Service Innovation ◽  
The Public ◽  
Government Institutions ◽  
State Apparatus ◽  
The Government ◽  
Bureaucratic Reforms

The deep-rooted pathology in public services and the high demands on its quality improvementencourage the government to focus on service functions, especially during the Joko Widodoand Jusuf Kalla Administration. In line with Nawacita (nine programs), their electionpromise, and the bureaucratic reforms planning of 2015-2019, the improvement of publicservice delivery becomes one of the most important issues. This paper uses the descriptivemethod and inductive approach with interviews, observation, and documentation as datacollection techniques. The result shows that the Public Service Innovation Competitionheld by the Ministry of State Apparatus Empowerment and Bureaucratic Reforms (PANRB)can generate innovations that succeeded in bringing changes and greatly affect theimplementation of the Bureaucratic Reforms to the optimization of governance in Indonesia,especially in local governments.Keywords: innovation, public service, bureaucratic reforms, good governance

scholarly journals Effects of systematization of public services on the example of a single provider of public services

2021 ◽  
pp. 4-15
Author(s):  
Birlik MENDYBAYEV ◽  
Perizat BURBAYEVA
Keyword(s):  
Public Service ◽  
Public Services ◽  
Cost Optimization ◽  
The State ◽  
Services Sector ◽  
The Public ◽  
Management Processes ◽  
State Apparatus ◽  
Single Operator ◽  
State Corporation

Public services are one of the basic forms of interaction between the population and the state apparatus. Modern challenges require significant flexibility, focus on meeting the needs of citizens and the availability of a sufficient level of competence of employees and institutions involved in the provision of public services. The article describes the sphere of rendering public services in Kazakhstan, a conceptual business model of a single operator (provider) of public services. Using the example of the transformation of the activity of a public service provider (NJSC State Corporation “Government for Citizens”), the effects of application are shown, and the reserves of cost optimization are estimated as a result of the application of modeling of management processes based on ontologies. An important result of the study is the assessment of the possibility of digital transformation of the public services sector and replication of the results on the activities of the state apparatus.

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.

scholarly journals Minister-Permanent Secretary Relationships: Lessons from Zimbabwe’s Government of national Unity

2014 ◽  
Vol 4 (1) ◽  
pp. 23
Author(s):  
Tawanda Zinyama ◽  
Joseph Tinarwo
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Political Process ◽  
Large Degree ◽  
The State ◽  
Team Work ◽  
The Political ◽  
National Unity ◽  
The Public ◽  
The Government

Public administration is carried out through the public service. Public administration is an instrument of the State which is expected to implement the policy decisions made from the political and legislative processes. The rationale of this article is to assess the working relationships between ministers and permanent secretaries in the Government of National Unity in Zimbabwe. The success of the Minister depends to a large degree on the ability and goodwill of a permanent secretary who often has a very different personal or professional background and whom the minster did not appoint. Here lies the vitality of the permanent secretary institution. If a Minister decides to ignore the advice of the permanent secretary, he/she may risk of making serious errors. The permanent secretary is the key link between the democratic process and the public service. This article observed that the mere fact that the permanent secretary carries out the political, economic and social interests and functions of the state from which he/she derives his/her authority and power; and to which he/she is accountable,  no permanent secretary is apolitical and neutral to the ideological predisposition of the elected Ministers. The interaction between the two is a political process. Contemporary administrator requires complex team-work and the synthesis of diverse contributions and view-points.

scholarly journals Fostering public accountability in South Africa: A reflection on challenges and successes

2016 ◽  
Vol 12 (1) ◽  
Author(s):  
Pandelani H. Munzhedzi
Keyword(s):  
South Africa ◽  
Public Service ◽  
Service Provision ◽  
Public Services ◽  
Public Accountability ◽  
The Public ◽  
Current State ◽  
Public Service Provision ◽  
The Republic ◽  
The Government

Accountability and oversight are constitutional requirements in all the spheres of government in the Republic of South Africa and their foundation is in the Constitution of the Republic of South Africa of 1996. All spheres of government are charged with the constitutional mandate of providing public services. The level of responsibility and public services provision also goes with the level of capacity of a particular sphere. However, most of the direct and visible services that the public receives are at the local sphere of government. As such, enormous resources are channelled towards this sphere of government so that the said public services could be provided. It is imperative that the three spheres of government account for the huge expenditures during the public service provision processes. The parliaments of national and provincial governments exercise oversight and accountability over their executives and administrations through the Public Accounts Committees, while the local sphere of government relies on the Municipal Public Accounts Committees. This article is theoretical in nature, and it seeks to explore the current state of public accountability in South Africa and to evaluate possible measures so as to enhance public accountability. The article argues that the current public accountability mechanisms are not efficient and effective. It is recommended that these mechanisms ought to be enhanced by inter alia capacitating the legislative bodies at national, provincial and local spheres of the government.

scholarly journals Corruption Crime Eradication by Corruption Eradication Commission Through Red-handed Catch Operation on Bribery Action

2021 ◽  
Vol 13 (2) ◽  
pp. 319-329
Author(s):  
Kamaluddin Abbas
Keyword(s):  
Subject Matter ◽  
Action Control ◽  
The State ◽  
Financial Loss ◽  
Government Officials ◽  
The Public ◽  
A Value ◽  
The Subject ◽  
The Government ◽  
Fundamental Consideration

The government has made many laws and regulations, but corruption issues cannot yet be controlled. Police and Prosecuting Attorney Institutions have not yet functioned effectively and efficiently in eradicating corruption. Therefore, the public hopes Komisi Pemberantasan Korupsi (KPK)/the Corruption Eradication Commission eliminates the crime. KPK is considerably appreciated by the public due to Operasi Tangkap Tangan (OTT)/Red-handed Catch Operation to many government officials involved in bribery action, but the subject matter thereof is whether the OTT is in line with the fundamental consideration of KPK founding pursuant to Law Number 30 of 2002 as updated by the Law Number 19 of 2019 in order to increase the eradication of corruption crime causing the state's financial loss with respect to people welfare particularly KPK powers pursuant to the provision of Article 11 thereof, among others, specifying that KPK shall be authorized to conduct inquiry, investigation and prosecution on corruption crime related to the state financial loss of at least Rp 1,000,000,000 but in fact many OTTs performed by KPK have a value of hundred million Rupiah only and even there are any cases below Rp 100,000,000.-, and bribery action control through OTT being more dominant if compared to the state's financial corruption is not in line with the primary consideration of KPK founding, and similarly the OTT below 1 billion Rupiah doesn't conform to the provision of Article 11 thereof.

scholarly journals Public Service by the Government of Papua Province in the Special Autonomy

2016 ◽  
Vol 7 (2) ◽  
pp. 72-78
Author(s):  
Efraim Kambu
Keyword(s):  
Public Service ◽  
Local Governments ◽  
Public Services ◽  
Secondary Data ◽  
Physical Development ◽  
Data Sources ◽  
Government Officials ◽  
Industry Growth ◽  
Secondary Data Sources ◽  
The Government

Special Autonomy assigns its rights and obligations to local governments to regulate and manage their own affairs and interests of the society so that people increasingly can be served well. But in fact, public services provided is not maximized. This study used qualitative methods, data sources are divided into two types of data sources, namely primary and secondary data sources. The results of this study indicate that there is still lack of public services the Government of Papua Province visible from the weak aspects of responsiveness, which local governments less responsive to some of the problems in the field of education, economy and industry growth and physical development as well as non-physical. From the aspect of responsibility is also still found their weaknesses, which the Government of Papua Province is still not fully overcome the problems of corruption and poverty. Meanwhile, from the aspect of accountability, it is known that the performance of governance in Papua in providing public services are not running optimally, one reason is the lack of competence and capability of local government officials.

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