“Super Service Delivery”: an advanced conceptual model of one-stop service for wide administrative region
-
DOIhttp://dx.doi.org/10.21511/ppm.17(1).2019.17
-
Article InfoVolume 17 2019, Issue #1, pp. 189-201
- Cited by
- 1385 Views
-
206 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
The innovative role of “One-Stop Integrated Services” (one-stop service in Indonesia) is now being developed. On the other hand, the problems faced by the community in their efforts to obtain service have not been decomposed precisely. The issue of distance and travel time to the service center (service offices: OSS) and the resulting costs are still burdensome. This situation is very prevalent in communities in districts, cities, and provinces, because Indonesia’s topography is divided into land administration areas and large islands.
The aim is to unravel the burden of problems faced by the community of service users in the land administration area and large islands. The authority, main tasks, and functions of the “one-stop integrated service office” can be stretched close to the residents of far-flung communities in remote areas, because the original public service users are there.
Technically, the tasks and functions of PTSP services are delegated through sub-district offices in various parts of the region, and may even be delegated to the village offices/village offices. PTSP parties only need to place 1 (one) up to 2 (two) personnel to carry out this task. This technique administratively utilizes government work networks and e-gov networks that are ready and able to mediate recording and transactions in real time. Regional Government Banks can also provide support in the same way to handle the management of super service delivery transactions in various parts of the district.
- Keywords
-
JEL Classification (Paper profile tab)D73
-
References41
-
Tables0
-
Figures3
-
- Figure 1. Theoretical service delivery gaps category in the order of the gaps model of service quality concept
- Figure 2. Actual service delivery model of one-stop integrated services/OSS in Indonesia
- Figure 3. Super service delivery conceptual model as a frontline office that brings the public service closer
-
- Alshehri, M., Drew, S., & Al Ghamdi, R. (2012). Analysis of Citizens’ Acceptance of E-Government Services: Applying the UTAUT Model (Presented to IAIDIS International Conferences Theory and Practice in Modern Computing and Internet Applications and Research).
- Anshari, M., & Lim Syamimi, A. (2016). E-Government with Big Data-Enabled through Smartphone for Public Services: Possibilities and Challenges. International Journal of Public Administration, 40(13), 1143-1158.
- Anshori, Y. T. El, Enceng, & Hidayat, A. (2013). Pengembangan Model Pelayanan Perizinan Terpadu Satu Pintu (PTSP) (Project Report). Jakarta: Universitas Terbuka.
- Anwar, M. K. (2017). Transformasi Model Inovatif untuk Pelayanan Terpadu Satu Pintu (PTSP) di Indonesia. Jurnal Swatantra Universitas Muhammadiyah Jakarta, 15(1).
- Aritonang, D. M. (2017). The Impact of E-Government System on Public Service Quality in Indonesia. European Scientific Journal, 13(35), 1857-7881.
- Askim, J., Fimreite, A. L., Mosley, A., & Pedersen, L. H. (2011). One-Stop Shops for Public Welfare: The Adaptation of an Organisational Form in Three Countries. Public Administration, 89(4), 1451-1468.
- Bappenas, & UNDP (2008). Studi Evaluasi Dampak Pemekaran Daerah di Indonesia 2001–2007. BRIDGE (Building and Reinventing Decentralised Governance).
- Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). E-TransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866-875.
- Brown, D. (2005). Electronic Government and Public Administration. International Review of Administrative Sciences, 71(2), 241-254.
- Bryden, J., Rennie, F., Bryan, A., Hay, K., & Young-Smith, L. (2007). Critical Factors in the Success of One-Stop Shops as a Model of Service Delivery within Rural Locations (Final Report to the Scottish Executive).
- Chatzoglou, P., Chatzoudes, D., & Symeonidis, S. (2015). Factors affecting the intention to use e-Government services. In M. Ganzha, L. Maciaszek, M. Paprzycki (Eds.), Proceedings of the 2015 Federated Conference on Computer Science and Information Systems, ACSIS (pp. 1489-1498).
- Cromley, E. K., & McLafferty, S. L. (2002). GIS and Public Health. New York and London: The Guilford Press.
- Dolidze, N. (2015). Public Administration Reforms in Georgia: Establishing Administrative Model for State Organisations. Caucasus Social Science Review, 2(1), 1-18.
- European Commission (2015). Identification of Best Practices on Integrated Social Service Delivery In European Countries. Luxembourg: Publications Office of The European Union, 2014.
- Farrington, J., & Farrington, C. (2005). Rural accessibility, social inclusion and social justice: towards conceptualization. Journal of Transport Geography, 13(1), 1-12.
- GCPSE-UNDP (2018). Citizen Engagement in Public Service Delivery: The Critical Role of Public Officials.
- Geurs, K. T., & Ritsema van Eck, J. R. (2001). Accessibility measures: review and applications – Evaluation of accessibility impacts of land-use transport scenarios, and related social and economic impacts (RIVM report 408505 006).
- Ghobadian, A., Speller, S., & Jones, M. (1994). Service Quality: Concepts and Models. International Journal of Quality & Reliability Management, 11, 43-66.
- Hardwick, R. (2013). Integrated services for women through a One Stop Shop: A Realist Review. Journal of Integrated Care, 21(5), 263-275.
- Hoque, Md. R., & Sorwar, G. (2015). ICT-based E-Government Services for Rural Development: A Study of Union Information Service Centres (UISCs) in Bangladesh. Electronic Journal of Information Systems in Development Countries, 71, 1-19.
- Jaeger, P. T., & Thompson, K. M. (2003). E-government around the world: Lessons, challenges, and future directions. Government Information Quarterly, 20(4), 390-392.
- Javalgi, R. (Raj) G., Martin, C. L., Todd, P. R. (2004). The export of e-services in the age of technology transformation: Challenges and implications for international service providers. Journal of Services Marketing, 18(7), 560-573.
- Karunasena, K., Hepu, D., & Mohini, S. (2011). Measuring the Public Value of E-Government: A Case Study from Sri Lanka. Transforming Government: People, Process and Policy, 5(1), 81-99.
- Lou, W., & Wang, F. (2003). Measures of spatial accessibility to health care in a GIS environment: synthesis and a case study in the Chicago region. Environment and Planning B: Urban Analytics and City Science, 30, 865-884.
- Mc Gregor, Eugene B., Jr., Campbell, A. K., Macy, John W., Jr., & Cleveland, H. (1982). Symposium: The public service as an institution. Public Administration Review, 42(4), 304.
- McQuaid, R. (2010). Theory of Organizational Partnerships: partnership advantages, disadvantages and success factors. In S. P. Osborn (Ed.), The New Public Governance? Emerging Perspectives on the Theory and Practice of Public Governance (pp. 127-148). London: Routledge.
- Parasuraman, A., & Zeithaml, B. L. (1994). Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric And Diagnostic Criteria. Journal of Retailing, 70(3), 201-230.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumers Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
- Penchansky, R., & Thomas, J. W. (1981). The Concept of Access: Definition and Relationship to Consumer Satisfaction. Medical Care, 19(2), 127-140.
- Purnomo, Y., & Wulandari, A. (2017). Sebaran Fasilitas Pelayanan Publik dan Pilihan Masyarakat di Kecamatan Pontianak Utara, Kota Pontianak. Langkau Betang: Jurnal Arsitektur, 4(95).
- Putri, W. D., Turtiantoro, R., & Nunik, H. (2016). Dampak Pemekaran Daerah Terhadap Pelayanan Publik Bidang Administrasi Kependudukan di Kabupaten Kepulauan Meranti Provinsi Riau. Journal of Politic and Government Studies, 5(1).
- Rodriguez, J-P., Comtois, C., & Slack, B. (2009). The Geography of Transport Systems. Abington & New York: Routledge.
- Saurman, E. (2015). Improving access: modifying Penchansky and Thomas’s Theory of Access. Journal of Health Services Research & Policy.
- Susanto, T. D., & Aljoza, M. (2015). Individual Acceptance of e-Government Services in a Developing Country: Dimensions of Perceived Usefulness and Perceived Ease of Use and the Importance of Trust and Social Influence. Procedia Computer Science, 72, 622-629.
- Tervo, M., Kotavaara, O., Antikainen, H., & Rusanen, J. (2013). Accessibility analysis of public services in rural areas under restructuring. Nordia Geographical Publications, 42(2), 39-52.
- Vashakidze, G. (2014). One-Stop-Shop Access in the Delivery of Public Services: Its Impact on Service Effectiveness and Efficient Governance. University of Lausanne: Swiss Graduate School of Public Administration.
- Wescot, C., Bowornwathana, B., & Jones, L. R. (2009). Research in Public Policy Analysis and Management: The Many Faces of Public Management Reform in the Asia-Pacific Region. Emerald Group Publishing Limited.
- Wettenhall, R., & Kimber, M. (1996). One-stop shopping: some notes on the concept and some Australian initiatives. University of Canberra, Canberra, ACT.
- White, P. E. (1981). Book Review: Moseley, M. J., 1997: Accessibility: The Rural Challenge. Progress in Human Geography, 5(3), 467-469.
- Yosephus, S. (2014). Dampak Pemekaran Wilayah Terhadap Pelayanan Publik (Studi di Kantor Kecamatan Tombariri Timur Dalam Pelayanan Administrasi Pengurusan Kartu Keluarga). Jurnal Politico, 1(4).