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Palembang Public Service Mall. (Photo: PR of Ministry of State Apparatus and Bureaucratic Reform)
Palembang Public Service Mall. (Photo: PR of Ministry of State Apparatus and Bureaucratic Reform)

INDUSTRY.co.id - The Government continues to speed up the integration of public services, one of which is through the establishment of Public Service Malls (MPP) across the country.

“Ministry of State Apparatus and Bureaucratic Reform continues to encourage all state agencies to transform public services, one of which is through the MPP,” Minister of State Apparatus and Bureaucratic Reform Tjahjo Kumolo said as quoted from the official website of the Ministry, Friday (9/7).

As of June 2021, as many as 43 MPPs have been operating throughout Indonesia and 10 of them was inaugurated in 2021.

In addition, the Ministry has also signed a Memorandum of Understanding for the establishment of MPP in 2021 with 38 regional governments as stipulated in Ministerial Decree Number 128 of 2021.

In the meantime, in a bid to encourage the improvement of public services, the Ministry also conducts annual evaluation.

From year to year, the public service index (IPP) shows a significant increase. In 2017 the IPP achievement was 3.28; in 2018 the figure increased to 3.38; while in 2019 the IPP achievement was 3.63.

In 2020 when the COVID-19 pandemic hit, the IPP even increased to 3.84.

The measurement of the quality of public services through the IPP is carried out to obtain a description of the performance of public services, improvement of the quality of public services, as well as the ranking of units of public service providers.

There are six aspects used in this assessment, namely service policies, professionalism of human resources, infrastructure, public service information systems, consultation and complaints, and service innovation.

Furthermore, Tjahjo also described the three main issues related to public services in Indonesia, namely community satisfaction, service integration, and online service delivery.

Some of the solutions to these issues including improving public service regulations, evaluating the implementation of public services, and strengthening sustainable innovation, he added.

“To answer these various issues, other changes that need to be implemented are the integration of public service data and increasing public participation,” he said.

In terms of strengthening sustainable innovation, the Ministry has also organized a Public Service Innovation Competition (KIPP) held every year.

Since its implementation in 2014, as many as 19,451 innovations have been registered into the Public Service Innovation Information System and 3,178 of them are registered in 2021.

Meanwhile, community involvement in the implementation of public services can also be measured in the form of community satisfaction survey.

“This survey aims to measure community satisfaction as users in order to improve the quality of public service and to encourage service quality improvement and innovation,” he remarked.

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