Penyelenggaraan Integrasi Pelayanan Publik di Mal Pelayanan Publik DKI Jakarta: Tinjauan Melalui Pendekatan Whole of Government

DILANI MARYAM, Muhadjir Muhammad Darwin, Prof., M.A., Ph.D.

2020 | Tesis | MAGISTER MANAJEMEN DAN KEBIJAKAN PUBLIK

Menggunakan metode kualitatif, tesis ini bertujuan untuk menganalisis bagaimana integrasi layanan publik di Mal Pelayanan Publik Provinsi DKI Jakarta ditinjau dari pendekatan whole of government. Data dikumpulkan melalui wawancara mendalam, observasi partisipatif dan tinjauan literatur. Penelitian ini menyimpulkan bahwa Integrasi Layanan di Mal Pelayanan Publik masih berjalan secara parsial. Meskipun begitu, Mal Pelayanan Publik memberikan dampak positif dalam mendorong pejabat publik untuk lebih terbuka dan transparan. Namun, program ini terkesan terlalu mengandalkan perpindahan lokasi fisik (co-location) tanpa investasi yang memadai terhadap arsitektur pendukung yang keberlanjutan program. Arsitektur pendukung dalam hal ini adalah: menciptakan desain dan mendukung struktur organisasi, menumbuhkan nilai-nilai budaya bersama, dan membangun sistem pertukaran data dan informasi yang mendukung

Using a qualitative method, this paper aims to analyze how the public service integration at DKI Jakarta Provincial Public Service Mall (DKI Jakarta Provincial MPP) as been implemented towards a whole of government approach. This research is conducted by using a qualitative descriptive method. Data are collected through in-depth interview, participatory observation and literature review. This paper concludes that DKI Jakarta Public Service Mall in general is a good thing and has a positive flavor in encouraging public officials to be more open and transparent in serving citizens. However, the bold program also seems to put too high expectations on the co-location of departments without sufficient investment in the supporting architecture that supports integration and sustainability. Supporting architecture in this case is meant by creating designs and supporting organizational structures, fostering shared cultural values, and building a supportive data and information exchange system

Kata Kunci : Joined-Up Government, Public Service Delivery, Service Integration, Whole of Government