Citizen-Oriented Service Delivery and Innovation (A Case Study of Passport Office in Indonesia) [Penyelenggaraan Pelayanan Publik Berorientasi Kemasyarakatan dan Inovasi (Studi Kasus di Kantor Pelayanan Paspor di Indonesia)]
Agung Sulistyo Purnomo
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Abstract
Public service delivery in Indonesia had undergone several adjustments since 1998 until the present time. This reform is marked by the utilization of Information and communication technology in public services. The Directorate General of Immigration (Imigrasi) is one of public agencies that make the most of this technology development by launching of wide range of innovations in the field of public services. Consequently, according to the internal survey, public satisfaction level rises significantly. This outstanding achievement, however, is the subject of contestation before the principles of the New Public Service and the fundamental values of the Critical System Heuristics. As a support to these frameworks, a collaboration model from the Theory of Change will be elaborated. It is expected that this model will be favorable for achieving the high quality public services. The project uses secondary data obtained from imigrasi and assessed by qualitative method. This work explores the appropriate ways to deliver the public services, especially in the Online Passport Service program and the following innovations as well as its implication towards public satisfaction level and trust. Some possible recommendations such as institutionalizing public participation and adopting semi-autonomous system of local offices are believed to become a solutive decision towards world class public services.
Keywords: public service, citizen-oriented, passport office, innovation, public satisfaction
Abstrak
Penyelenggaraan pelayanan publik di Indonesia telah mengalami beberapa perubahan sejak kejatuhan rezim otoriter sampai saat sekarang. Perubahan ini ditandai dengan maraknya penggunaan teknologi informasi dan komunikasi di bidang pelayanan publik. Imigrasi adalah salah satu dari beberapa instansi publik yang sedang memaksimalkan perkembangan teknologi informasi ini dengan meluncurkan berbagai inovasi di bidangnya. Akibatnya, menurut data dari survei internal Direktorat Jenderal Imigrasi, indeks kepuasan masyarakat terhadap penyelenggaraan pelayanan keimigrasian meningkat cukup tajam di tahun 2015. Pencapaian yang sangat memuaskan ini, bagaimanapun, menjadi target pembantahan dari sudut pandang dan prinsip-prinsip yang terkandung dalam paradigma new public service dan critical system heuristics. Sebagai penunjang terhadap dua teori ini, model kolaborasi dari theory of change juga akan dijabarkan. Sangat diharapkan bahwasanya model kolaborasi ini nantinya dapat digunakan untuk membantu pencapaian kualitas pelayanan publik yang prima. Kajian ini menggunakan data-data sekunder yang didapat dari Imigrasi dan diolah menggunakan metode kualitatif. Tulisan ini menyimpulkan penentuan cara yang tepat dalam penyelenggaraan pelayanan publik, khususnya di bidang pelayanan paspor online dan inovasi-inovasi yang mengikutinya beserta implikasinya terhadap tingkat kepuasan dan kepercayaan masyarakat. Beberapa rekomendasi seperti pencanangan program partisipasi publik dan penggunaan sistem kerja mandiri untuk kantor pelayanan di daerah diyakini dapat menjadi jalan keluar untuk menuju pelayanan publik berskala dunia.
Kata kunci: pelayanan publik, orientasi kemasyarakatan, kantor pelayanan paspor, inovasi, kepuasan masyarakatKeywords
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