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

Ade Ayu Astuti

doi:doi:10.11648/j.jppa.20220601.12

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

Ade Ayu Astuti

Published in Journal of Public Policy and Administration (Volume 6, Issue 1)

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), 2024. Published by Science Publishing Group

Keywords

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

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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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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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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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TY  - JOUR
T1  - An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy
AU  - Ade Ayu Astuti
Y1  - 2022/02/05
PY  - 2022
N1  - https://doi.org/10.11648/j.jppa.20220601.12
DO  - 10.11648/j.jppa.20220601.12
T2  - Journal of Public Policy and Administration
JF  - Journal of Public Policy and Administration
JO  - Journal of Public Policy and Administration
SP  - 5
EP  - 11
PB  - Science Publishing Group
SN  - 2640-2696
UR  - https://doi.org/10.11648/j.jppa.20220601.12
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.
VL  - 6
IS  - 1
ER  -

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Author Information

Ade Ayu Astuti

Public Administration in International Development, School of Public Policy and Management, Tsinghua University, Beijing, China

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Plain Text BibTeX RIS

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

Copy | Download

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

Copy | Download

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

Copy | Download

@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}
}

Copy | Download

TY  - JOUR
T1  - An Analysis of Indonesian Public Service Reform Through National Public Service Complaint Management Policy
AU  - Ade Ayu Astuti
Y1  - 2022/02/05
PY  - 2022
N1  - https://doi.org/10.11648/j.jppa.20220601.12
DO  - 10.11648/j.jppa.20220601.12
T2  - Journal of Public Policy and Administration
JF  - Journal of Public Policy and Administration
JO  - Journal of Public Policy and Administration
SP  - 5
EP  - 11
PB  - Science Publishing Group
SN  - 2640-2696
UR  - https://doi.org/10.11648/j.jppa.20220601.12
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.
VL  - 6
IS  - 1
ER  -

Copy | Download