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An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy

Received: 27 November 2021     Accepted: 24 January 2022     Published: 5 February 2022
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Abstract

The concept of Good Governance through involving the active participation of the community in the process of making and implementing policies in the reform era and public openness is a demand for government administration to realize bureaucratic reform. Public services quality is one indicator to determine the realization of this concept. This essay aimed to analyze decision-making-theories in Indonesia public service reform concerning instrumental, cultural, and neo-institutional theories through Public Service Complaint Management Policy implemented by the Indonesian Ministry of Apparatus and Bureaucratic Reform since 2018. This essay also intends to recognize the challenges of this policy and the pattern of Indonesian bureaucratic reform policies in improving the quality of public service. After analyzing instrumental, cultural, myth, and isomorphism approaches in Indonesian public service complaint management policy, hybrid organization form showed by the public organization when adapting old public administration, NPM, and post NPM for realizing accountable public service governance. A combination of vertical and horizontal specialization showed during the formulation and implementation of this policy. While some public organizations often use mythical and isomorphism and rely on path-dependency towards Javanese culture and strong hierarchy in bureaucracy. Those decision-maker theories in the organization are various aspects of the Indonesian Public Service Complaint Management Policy.

Published in Journal of Public Policy and Administration (Volume 6, Issue 1)
DOI 10.11648/j.jppa.20220601.12
Page(s) 5-11
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2022. Published by Science Publishing Group

Keywords

Instrumental, Cultural, Myth, Isomorphism, Indonesia, Public Service Complaint Management Policy, LAPOR-SP4N

References
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Cite This Article
  • APA Style

    Ade Ayu Astuti. (2022). An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy. Journal of Public Policy and Administration, 6(1), 5-11. https://doi.org/10.11648/j.jppa.20220601.12

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    ACS Style

    Ade Ayu Astuti. An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy. J. Public Policy Adm. 2022, 6(1), 5-11. doi: 10.11648/j.jppa.20220601.12

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    AMA Style

    Ade Ayu Astuti. An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy. J Public Policy Adm. 2022;6(1):5-11. doi: 10.11648/j.jppa.20220601.12

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  • @article{10.11648/j.jppa.20220601.12,
      author = {Ade Ayu Astuti},
      title = {An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy},
      journal = {Journal of Public Policy and Administration},
      volume = {6},
      number = {1},
      pages = {5-11},
      doi = {10.11648/j.jppa.20220601.12},
      url = {https://doi.org/10.11648/j.jppa.20220601.12},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.jppa.20220601.12},
      abstract = {The concept of Good Governance through involving the active participation of the community in the process of making and implementing policies in the reform era and public openness is a demand for government administration to realize bureaucratic reform. Public services quality is one indicator to determine the realization of this concept. This essay aimed to analyze decision-making-theories in Indonesia public service reform concerning instrumental, cultural, and neo-institutional theories through Public Service Complaint Management Policy implemented by the Indonesian Ministry of Apparatus and Bureaucratic Reform since 2018. This essay also intends to recognize the challenges of this policy and the pattern of Indonesian bureaucratic reform policies in improving the quality of public service. After analyzing instrumental, cultural, myth, and isomorphism approaches in Indonesian public service complaint management policy, hybrid organization form showed by the public organization when adapting old public administration, NPM, and post NPM for realizing accountable public service governance. A combination of vertical and horizontal specialization showed during the formulation and implementation of this policy. While some public organizations often use mythical and isomorphism and rely on path-dependency towards Javanese culture and strong hierarchy in bureaucracy. Those decision-maker theories in the organization are various aspects of the Indonesian Public Service Complaint Management Policy.},
     year = {2022}
    }
    

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    AB  - The concept of Good Governance through involving the active participation of the community in the process of making and implementing policies in the reform era and public openness is a demand for government administration to realize bureaucratic reform. Public services quality is one indicator to determine the realization of this concept. This essay aimed to analyze decision-making-theories in Indonesia public service reform concerning instrumental, cultural, and neo-institutional theories through Public Service Complaint Management Policy implemented by the Indonesian Ministry of Apparatus and Bureaucratic Reform since 2018. This essay also intends to recognize the challenges of this policy and the pattern of Indonesian bureaucratic reform policies in improving the quality of public service. After analyzing instrumental, cultural, myth, and isomorphism approaches in Indonesian public service complaint management policy, hybrid organization form showed by the public organization when adapting old public administration, NPM, and post NPM for realizing accountable public service governance. A combination of vertical and horizontal specialization showed during the formulation and implementation of this policy. While some public organizations often use mythical and isomorphism and rely on path-dependency towards Javanese culture and strong hierarchy in bureaucracy. Those decision-maker theories in the organization are various aspects of the Indonesian Public Service Complaint Management Policy.
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Author Information
  • Public Administration in International Development, School of Public Policy and Management, Tsinghua University, Beijing, China

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