GOVERNANCE INNOVATION: ONE-STOP INTEGRATED SERVICE TO ENHANCE QUALITY SERVICE AND PUBLIC SATISFACTION
GOVERNANCE INNOVATION: ONE-STOP INTEGRATED SERVICE TO ENHANCE QUALITY SERVICE AND PUBLIC SATISFACTION
Author(s): Ahmad Muksin, Bhakti Nur AviantoSubject(s): Public Administration, ICT Information and Communications Technologies
Published by: Academia de Studii Economice - Centrul de Cercetare in Administratie si Servicii Publice (CCASP)
Keywords: Governance Innovation; One-Stop-Integrated Service; Digital Transformed; Public Satisfaction;
Summary/Abstract: This paper aims to adopt a governance innovation policy that is new in current practice by One-Stop Integrated Services. Qualitative approaches to finding data were collected from multiple sources information who implemented overall license programs. This research conducted based on sources semi-structured interviews with key-informants, stakeholders, businessmen, and policy experts was used simple random sampling based on consideration types of services and distribution of industrial estates in assuming the number of elements in each sub-population is different. This research contributed to develop service governance that has succeeded in enhancing service quality and public satisfaction by One-Stop Integrated Services who has adopted digital transformed by government bureaucrats in designing service strategies, includes e-services, strengthening public supervision, and strengthening the innovation ecosystem so that the role of the community as service users can actively participate as government partners in the future.
Journal: Theoretical and Empirical Researches in Urban Management
- Issue Year: 16/2021
- Issue No: 1
- Page Range: 40-60
- Page Count: 21
- Language: English