Citizen-Oriented Service Delivery and Innovation in the Passport Office in Indonesia

Agung Sulistyo Purnomo


Public service delivery in Indonesia has undergone several adjustments since the fall of the authoritarian regime until the present time. This reform is marked by the utilisation of Information and communication technology in public services. Imigrasi is one of the public agencies that make the most of this technology development by launching a wide range of innovations in the field of public service. 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 value of the Critical System Heuristics. As a support to these frameworks, a collaboration model from the Theory of Change will be elaborated. The project uses secondary data obtained from Imigrasi and assessed by the qualitative method. This work concludes by determining 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 a semi-autonomous system of local offices are believed to become a solutive decision towards world class public services.  


Public service; citizen-oriented; passport office; innovation; public satisfaction

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