Bureaucratic transformation in realizing responsive and accountable public services
DOI:
https://doi.org/10.33474/jisop.v7i2.24479Keywords:
accountability, transparency, participationAbstract
Indonesia’s bureaucratic reform aims to create a clean, effective, transparent, and accountable government, as outlined in the Bureaucratic Reform Grand Design 2010–2025. This study analyzes the bureaucratic transformation undertaken by the Batu City DPMPTSP as an implementation of good governance principles at the local level. The analysis focuses on three interrelated dimensions: structural–procedural, cultural, and relational, as well as their impacts on improving the quality, responsiveness, and accountability of public services. Using a descriptive-analytical qualitative approach, data were collected through in-depth interviews, observations, and document analysis. The findings show that the Batu City DPMPTSP successfully restructured its organization into a more agile and adaptive model by simplifying 130 Standard Operating Procedures (SOPs) into 62 and integrating digital platforms such as OSS, SIMBG, and the Among Warga Digital Public Service Mall. Culturally, the bureaucracy has shifted from a rigid hierarchical pattern to a more collaborative work culture focused on public service, supported by the internalization of BerAKHLAK values. Relationally, interactions between the bureaucracy and the community have evolved from transactional patterns to participatory ones through innovative programs such as Njagong Bareng, Investment Clinic, and MAMPIR BOSS. This transformation has significantly improved service performance, reflected in the increase in the Public Satisfaction Index (IKM) from 85.51 to 91.19 and the rise in realized investment from IDR 1.532 trillion in 2023 to IDR 2.056 trillion in 2024. These findings confirm that holistic and dynamically governed bureaucratic reforms can create public services that are responsive, transparent, and trustworthy. This study provides valuable insights for the development of bureaucratic reform theory and can serve as a model for other regions seeking to implement better governance practices.
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