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Eduvest �
Journal of Universal Studies Volume 4 Number 06, June, 2024 p- ISSN 2775-3735- e-ISSN 2775-3727 |
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Policy Strategy for Accelerating the Clean and Serving
Bureaucratic Region (Wbbm) at Mpp Bale Madukara Purwakarta |
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Anne Ratna Mustika1, R. Widya Setiabudi
Sumadinata2, Sinta Ningrum3 1,2,3 Universitas
Padjadjaran, Indonesia Email: [email protected], [email protected] [email protected] |
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ABSTRACT |
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This research aims to identify the policy acceleration strategy for a
Clean and Serving Bureaucratic Area at MPP Bale Madukara, Purwakarta Regency.
The study was conducted using a qualitative method, involving interviews and
literature review of the research object. Based on the research results,
several aspects still need improvement to enhance services at MPP Bale
Madukara, Purwakarta Regency. The policy acceleration strategy for the Clean
and Serving Bureaucratic Area (WBBM) based on the theory by Wheelen and
Hunger in Ade Irawan (2015: 45) at MPP Bale Madukara still requires
strengthening in strategy formulation and strategy implementation. Regarding
strategy formulation, there is a need for improvements in governance, such as
work programs and specific SOPs for MPP Bale Madukara. In terms of strategy
implementation, while the overall performance of DPMPTSP is very good,
specific performance measurement for MPP Bale Madukara has not been conducted
yet, and evaluation and control from all tenants at MPP Bale Madukara are
necessary. |
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KEYWORDS |
Public Policy, Public Service Mall, Purwakarta� |
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International |
����������������������������������������������� � INTRODUCTION
In
the current era of globalization, the demands of the community to get complete public
services are a must for the government. Bureaucratic services as an instrument
of government often get a bad stigma in relation to the efforts and efforts
made. The community must be the top priority in service because meeting the
needs of the community is a government obligation. (Umam & Adianto, 2020).
Based
on the annual report of the Ombudsman of the Republic of Indonesia, public
reports/complaints related to public service delivery are still quite
high.� In 2020 the Indonesian Ombudsman
received 7,204 reports consisting of 6,522 Regular Reports, 559 Quick
Responses, and 123 Investigations on its own initiative. From this, it is both
a challenge and an opportunity for the government to be able to provide
effective and targeted community services without having to be complicated.
This is certainly not an easy job because it is related to building a better
work culture so that there needs to be serious and professional efforts by
holding bureaucratic ethics in carrying out their main duties and functions to
serve the community. (Aprilia & Puspitarini, 2021).
The
Purwakarta District Government as an agency that accelerates services within
the framework of regional autonomy has its own challenges to perform clean
services to serve towards excellent service. Purwakarta Regency with an area of
971.7 km2 �and is in the
golden triangle located between the state capital and the provincial capital is
a special attraction for investors to invest in Purwakarta. Public service
innovations in order to provide convenience to the community continue to be
carried out and one of the efforts to improve public services that have been
made by the government is the establishment of the Public Service Mall (MPP) as
a place where activities or activities of public service delivery take place.
(Yamin, n.d.).�
The
Public Service Mall was built with the aim of providing convenience, speed,
affordability security and comfort of services to the community. However, currently not all districts / cities in
Indonesia have Public Service Malls. Purwakarta
Regency built a Public Service Mall called Bale Madukara
and is the 31st MPP in Indonesia and the third MPP in West Java Province which
was inaugurated on December 07, 2020. The Public Service Mall managed by the
One-Stop Integrated Service Investment Office (DPMPTSP) provides various
services including the following:
Table 1. Number of agencies that perform
services at MPP Bale Madukara Purwakarta
|
No. |
Instance |
Number of services |
|
1. |
Ministry/Agency |
10 |
|
2. |
Regional Devices |
16 |
|
3. |
Government |
1 |
|
4. |
BUMN/BUMD |
9 |
|
Total |
36 |
|
Source: DPMPTSP,
processed; 2023
The
establishment of the Purwakarta Regency Public Service Mall (MPP) is a
follow-up to the Regulation of the Minister of State Apparatus Empowerment and
Bureaucratic Reform of the Republic of Indonesia Number 23 of 2017 which is
stipulated by Purwakarta Regent Regulation Number 176 of 2020 concerning the
Implementation of the Bale Madukara Public Service Mall. The Ministry of State
Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia
accelerates the development of the Public Service Mall as a form of
comprehensive improvement as well as a transformation of public service
governance by collecting various types of services in one place, by doing this
it will facilitate public access in obtaining various types of services, and
increase public trust in public service providers.
It
turns out that there are still complaints from the public about aspects of the
services provided at MPP Madukara. Based on data obtained from the Purwakarta
Regency PMTSP Office, complaints from 2020 to 2022 are as follows:
Table 2. List of public complaints at MPP
Bale Madukara Purwakarta
|
Year
|
Month
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Number of Complaints |
|
2020 |
December |
1 |
|
2021 |
January |
3 |
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February |
6 |
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March |
4 |
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September |
1 |
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November |
1 |
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2022 |
January |
4 |
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February |
3 |
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March |
2 |
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April |
2 |
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June |
2 |
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August |
1 |
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October |
3 |
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November |
5 |
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Total
38 |
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Source: DPMPTSP,
processed, 2023
There
needs to be a strong commitment from all elements of local government to be
able to answer questions from the public about the quality of public services with
real work so that there needs to be integrity from all employees (Dennis+Rompas.Pdf,
n.d.). In connection with this, the Minister of Administrative Reform and
Bureaucratic Reform of the Republic of Indonesia issued Minister of PAN and RB
Regulation No. 52 of 2014 concerning Guidelines for the Development of
Integrity Zones towards areas free from corruption and Clean and Serving
Bureaucratic Areas within Government Agencies. This regulation is a replacement
for the Minister of PAN and RB regulation No.60 of 2012 concerning Guidelines
for the Development of Integrity Zones Towards an Area Free from Corruption and
a Clean and Serving Bureaucratic Area.
This research is to
answer the following problems: 1) What is the policy strategy for accelerating
the Clean and Serving Bureaucratic Area (WBBM) at MPP Bale Madukara Purwakarta?
2) What obstacles are faced in the implementation of the Clean and Serving
Bureaucratic Area (WBBM) acceleration policy at MPP Bale Madukara Purwakarta?
RESEARCH
METHOD
Qualitative
research methods are often also called naturalistic research methods because
the research is conducted in natural conditions (natural settings). This
method contains material on the procedures and strategies used in research, as
well as decisions made about research design.
According to Sutopo
(2006: 9), states that in qualitative methods are grouped into two methods,
namely interactive and non-interactive methods. Interactive methods are
interviews and observations are preferred so that respondents are directly
taken data, while non-interactive methods can be in the form of open
questionnaire techniques, recording documents and non-role participation. In
this study, the data collection technique used is a combination of these three
methods, namely: Interviews, observation and documentation with theory
indicators based on Whellen and Hinger which states that strategic management
is a series of analysis activities by evaluating and controlling in the long
term with instruments in the form of environmental observation (Inviromental
scanning), strategic formulation (Strategy formulation),
implementation and evaluation (Strategy implementation). Ade Irawan
(2015: 45).
MPP
(Public Service Mall) Bale Madukara Purwakarta Regency provides convenience in
services to the community because all regional apparatus service activities are
collected in one place. Several things that need to be discussed related to the
implementation of MPP in Purwakarta Regency are as follows:
Policy strategy for accelerating the Clean
and Serving Bureaucratic Area (WBBM) at MPP Bale Madukara Purwakarta.
Acceleration
of clean and serving bureaucratic areas (WBBM) MPP Bale Madukara seen by using
the theory of Wheelen and Hinger in Ade Irawan (2015: 45), the policy strategy
carried out at MPP with the following concept:
Enviromental scanning
The
condition of the social environment in MPP bale madukara Purwakarta from the
research results is quite helpful. This can be seen with the existence of MPP,
the surrounding environment, especially the traders, has become more stretched.
Culinary traders around MPP are quite popular with visitors such as fried
chicken and maranggi satay. The number of stalls located in the parking lot
used for clothing traders has also experienced a significant impact.
Meanwhile,
the internal conditions of MPP based on the results of research conducted by
focusing on structure, culture and resources are as follows: The
MPP structure refers to the assignment made by the Head of the One-Stop
Integrated Service Investment Office by appointing the head of the Data
Management and Information System Division as the person in charge of the MPP
Bale Madukara Purwakarta.
While
the culture or work culture built at MPP Bale Madukara based on research is
still not all committed to providing maximum service at the MPP.� The results of an interview with the head of
MPP stated that there are still tenants who like to come late and even empty so
that the community when going to do services is disrupted. Resources at MPP
based on the results of interviews are sufficient, if each tenant is consistent
in sending their employees to MPP Bale Madukara. MPP administrative personnel
under the PMPTSP Office and based on interviews are sufficient to facilitate
the implementation of services from each tenant such as IT services, complaints
services, security services, cleaning services. Personnel in each tenant are
highly dependent on the agency that provides services at MPP Bale Madukara. The
number of agencies that fill tenants at MPP Bale Madukara is as follows:
Ministry/Agency
Immigration Office Class II Karawang
1. Customs and Excise
Supervision and Service Office (Kppbc) Purwakarta
2. Purwakarta Resort
Police
3. Purwakarta District
Attorney
4. Purwakarta District
Court
5. Ministry of Atr/Bpn
Purwakarta \
6. Ministry of
Religious Affairs Purwakarta Regency
7.
Purwakarta Primary Tax
Service Office
8.
Samsat Purwakarta
9.
Purwakarta Religious Court
Regional agency
10. One-Stop Investment and Integrated Service Office
of Purwakarta Regency;
11. Department of Public Works Bina Marga Dan Pengairan Purwakarta Regency;
12. Purwakarta Regency Spatial Planning and Settlement Office;
13. Purwakarta District
Environment Office;
14. Purwakarta District
Fire and Disaster Management Department;
15. Purwakarta District
Health Office;
16. Purwakarta Regency
Manpower and Transmigration Office;
17. Population and
Civil Registry Office of Purwakarta Regency;
18. Office of
Cooperatives, Small and Medium Enterprises, Trade and Industry of Purwakarta District;
19. Purwakarta District
Transportation Office;
20. Communication and
Informatics Office of Purwakarta Regency;
21. Purwakarta Regency
Archives and Library ���� Office;
22. Department of
Youth, Sports, Tourism and Culture of Purwakarta Regency;
23. Purwakarta District
Social Service for Women's Empowerment and Child Protection;
24. Regional Revenue
Agency of Purwakarta Regency.
25. Regional
Secretariat of Purwakarta Regency
26. West Java
Provincial Government
27. Dpmptsp West Java
Province
Bumn / Bumd
28. PT Pln (Persero)
Up3 Purwakarta
29. PT Taspen (Persero)
30. PT Bank Mandiri
Taspen Purwakarta Branch
31. BPJS Kesehatan
32. BPJS Ketenagakerjaan
33. PT Bank Pembangunan
Daerah Jawa Barat dan Banten, Tbk
34. PDAM Purwakarta "Gapura Tirta Rahayu"
35. PD. BPR Raharja Purwakarta
36. PT Pos Indonesia
Strategy formulation
The
mission carried out at MPP Bale Madukara Purwakarta is to support the vision of
the local government, namely "Realizing Purwakarta Istimewa" with a
focus on the fourth mission, namely "Developing a strong village-based
people's economy". The district's vision and mission are translated into 9
steps to continue Purwakarta Istimewa with a focus on the ninth step, namely
"Investment climate development through the construction of an integrated
licensing service center with the construction of a national standard licensing
service mall for basic public services such as issuing investment permits, IMB,
ID cards, birth certificates, marriage certificates and other public services
as well as developing MSMEs through capital stimulus programs, developing
product innovation, marketing and revitalizing environmentally friendly
traditional markets."
The
development of the Bale Madukara MPP as part of the One-Stop Integrated Service
Investment Office is part of accelerating the achievement of the regional
vision and mission mentioned above. The implementation of the 2020 Work Plan
within the scope of the Investment and One-Stop Integrated Service Office of
Purwakarta Regency is guided by the targets, key performance indicators (KPIs),
programs and activities listed in the 2018-2023 DPMPTSP Strategic Plan
document. The Investment and One-Stop Integrated Service Office (DPMPTSP) of
Purwakarta Regency as a regional apparatus that organizes investment affairs
based on Regent Regulation Number 172 of 2016 concerning the Details of Duties
and Functions at the Investment and One-Stop Integrated Service Office has set
the objectives of the regional apparatus as stated in the 2018-2023 DPMPTSP
Strategic Plan document, namely "Creating a Conducive Investment
Climate". To realize this goal, DPMPTSP Purwakarta Regency is supported by
2 (two) targets, namely:
Main
Goal,
Increased PMA and PMDN Investment Growth
Indicator: Investment Realization Value of PMA and PMDN.
With a performance target of 70 Trillion in 2022.
Second
Goal,
Improved Quality of Investment Services.
Indicator: Community
Satisfaction Index. With a performance target in 2022 of 82.45. The programs
and activities for the second target in 2022 are as follows
Strategy implementation
The
work program of MPP Bale Madukara refers to the work program made by the
One-Stop Integrated Service Investment Office with the budget stated in the
agency's Budget Implementation document. The implementation of the strategies
that have been determined can be seen from the achievements of the activities
that have been made as follows:
Achievement of the first target: Increased
PMA and PMDN Investment Growth
In
order to attract investors to invest in Purwakarta Regency, the most important
elements that influence are the existence of clear legal certainty related to
investment in Purwakarta Regency, the availability of infrastructure,
political, economic and social stability (security and public social conflict)
and the availability of clear, accurate and interesting information about
investment opportunities in Purwakarta Regency.
Purwakarta
Regency always strives to increase investment every year. Therefore, to
maintain and increase investment, it is necessary to increase investment
competitiveness through creativity and innovation carried out by the Purwakarta
Regency Government through the One-Stop Investment and Integrated Services
Office related to policies, services, guidance and protection to investors so
as to ensure comfort for investors to run their businesses in Purwakarta
Regency.
The
level of performance achievement based on the first target at the Investment
and One-Stop Integrated Service Office of Purwakarta Regency for programs that
have been carried out during 2022, namely as follows:
Investment Climate Development Program
Activity
Outcomes to support the Investment Climate Development Program are :
The
activity of determining the provision of facilities/incentives in the field of
investment which is the authority of the Regency / City, aims to observe the
facilities/incentives that are the authority of the region to be given to
investors. Facilities / incentives are an attraction for investors to invest in
Purwakarta Regency, the form given can be in the form of ease of licensing, tax
relief / regional levies, facilitation of investment problems and so on.
The
Provision of Regency / City Investment Potential Map activity, is an activity
with a format to provide an investment profile in Purwakarta Regency to be used
as a reference material for investors in investing.
Implementation
of the Madukara Teras Public Service Outlet (GPP) in Jatiluhur District in
2022. Purwakarta Regency already has 4 terraces, namely Madukara Teras in
Campaka, Wanayasa, Plered and Jatiluhur Districts. The aim is to bring services
closer to the community by providing service facilities at sub-district offices
in Purwakarta Regency. The types of services provided at Teras Madukara include
business licensing services, population document services and online trials.
Investment Promotion Program
The
activities that support the achievement of the Investment Promotion Program
are:
1) Investment
Promotion Strategy Formulation activities, by prioritizing effectiveness and
efficiency in investment promotion through identification of existing
potential. This is an alternative solution after the Covid - 19 pandemic.
2) Regency / City
Regional Investment Promotion activities, with the intention of providing an
overview for investors regarding potential investment opportunities in
Purwakarta Regency. In 2022, as the Covid 19 case has subsided and has been
allowed to carry out activities with limitations, promotional activities are
carried out at the Jogja Tourism, Craft, Trade and Investment event,
where Purwakarta Regency displays various MSME products and maps of potential
for investment.
Investment Implementation Control Program
The
activities that support the achievement of the Investment Implementation
Control Program are:
1) Guidance and
Monitoring of Foreign Investment (PMA) and Domestic Investment (PMDN), this
activity is an activity with the method of conducting direct reviews and
reports on investment activities (LKPM) with the aim of overseeing the
implementation of the realization of PMA and PMDN investment in Purwakarta
Regency. through this activity data on future investment opportunities can be
presented accurately so that it becomes a reference for investors in carrying
out their activities.
2) Compilation of the
Community Satisfaction Index (IKM), this activity is carried out to determine
the quality of existing services by seeking information from the community
regarding responses to the services provided. This is done to improve the
quality of licensing and non-licensing services.�
3) Handling Licensing
Complaints, this agenda is very important in relation to the quality of
licensing and non-licensing services because public complaints should not be
resolved so that it will cause negative public interest in government services.
4) Integrated
Supervision of Licensing and Non-Licensing, This activity aims to monitor the
implementation of licensing and non-licensing applications, ensure conformity
between the type of company license and its implementation in the field, and
supervise the validity period of company licenses.
5) Updating the
Spatial Utilization Permit Database, this activity is the process of recording
space use permits in Purwakarta Regency and monitoring other legal aspects
related to fulfilling the obligations of business actors in carrying out their
activities in the field.
Based
on the description of these programs, the results of performance achievement
against the target of Increased Growth of PMA and PMDN Investment in 2022 are
as follows:
Chart 1. Comparison between Target and
Investment Realization of DPMPTSP in 2020 � 2022 (in Trillion Rupiah)
Source: DPMPTSP Control Division, Year 2022
Based on the graph above, it can be seen the
comparison between the target and the investment realization of the One-Stop
Investment and Integrated Service Office in the period 2020 - 2022. There is a
significant increase from the target that has been set with the results
achieved from 2020 - 2022 which is the achievement of DPMPTSP performance
results in 2022. From the target investment realization value set at 70 Trillion in 2022, it exceeded the target to 83.27 Trillion
in 2022, or 118.96% of the predetermined target.�
In detail, it will be illustrated in the following
graph the achievement of PMA and PMDN Investment Raelization
at DPMPTSP from 2020 to 2022.
Figure
2. PMA and PMDN
Investment Realization in 2020 � 2022 (in Trillion
Rupiah)
Source: DPMPTSP Control Division, Year 2022.
Based on the graph above, it can be seen the
achievement of PMA and PMDN Investment Realization in the last 3 years. The
graph shows a significant increase in investment realization from 2020 - 2022.
Foreign Investment (PMA) reached 69.21 trillion and Domestic Investment was
14.07 trillion.
Compared to 2021, there was an increase in the
value of PMA and PMDN investments in Purwakarta
Regency of 8.78 trillion, which indicates investment growth of 11.78% from the
previous year.
The comparison of investment target achievements
over a period of 5 (five) years can be seen in the table below:
Table 5. PMA and PMDN Investment Realization
in Purwakarta Regency Year 2017 - 2022
|
Thn |
Investment
Realization |
Growth Rate (%) |
|
|
Pma |
Pmdn |
||
|
2018 |
51.713.011.499.955 |
4.501.092.600.000 |
12,65 |
|
2019 |
56.949.244.259.475 |
5.835.841.400.000 |
11.01 |
|
2020 |
60.640.107.962.208 |
9.126.934.600.000 |
11.12 |
|
2021 |
62.838.499.733.629 |
11.658.718.600.000 |
6.78 |
|
2022 |
69.206.073.478.518 |
14.067.391.148.468 |
11.78 |
Source: DPMPTSP Control Division, Year 2022.
The
increase in the value of PMA and PMDN investment in Purwakarta Regency by 8.78
trillion and investment growth of 11.78% from the previous year shows the
success of the Purwakarta Regency Government's efforts in creating a favorable
environment for investors. These efforts include improving infrastructure and
supporting facilities, legal certainty through the Purwakarta Regency RUPM
2018-2023 document, and the availability of clear investment potential
information through potential books, potential maps, and audio-visual
investment profiles in each region of Purwakarta Regency.
The
factors above have a significant impact in attracting investors to invest in
Purwakarta Regency. In addition, the increase in investment realization is also
influenced by the higher level of compliance of PMA and PMDN companies in
reporting their investment activities through the Investment Activity Report
(LKPM). In 2022, as many as 600 PMA company projects and 560 PMDN company
projects have successfully submitted LKPM through the LKPM Online system which
is directly connected to the Indonesian Investment Coordinating Board.
Achievement of the Second Objective: Improved
Quality of Licensing Services
Public
services are a fundamental right for all citizens. The demand for quality
public services is increasing along with people's awareness of democratic
values. Ensuring the quality of public services is an essential responsibility
attached to the Government. Service quality is one of the crucial aspects of
organizational performance, which is generally influenced by factors such as
systems, institutions, human resources, and finance.
To
improve service quality, as mandated by Law of the Republic of Indonesia Number
25 of 2000 concerning the National Development Program, it is necessary to
develop a community satisfaction index as an indicator to evaluate service
standards. In addition, data from the community satisfaction index can also be
used as a basis for evaluating aspects of services that require improvement, as
well as motivation for each service delivery unit to improve the quality of its
services.
Thus,
the quality of service according to the government is measured based on the
public satisfaction index, in accordance with the provisions stipulated in the
Regulation of the Minister of Administrative Reform and Bureaucratic Reform
Number 16 of 2014 concerning Guidelines for Public Satisfaction Surveys on
Public Service Implementation. Community satisfaction surveys are conducted on
work units or service offices in government agencies that provide direct or
indirect services to the public, with the aim of continuously improving the
quality of public services.
The
Investment and One-Stop Integrated Service Office of Purwakarta Regency, as
part of the local government responsible for investment affairs in Purwakarta
Regency, provides administrative services related to investment activities in
the region. These services are in the form of licensing services that aim to
support the implementation of investment activities.
The
authority related to the granting of permits in Purwakarta Regency has been
regulated in Purwakarta Regent Regulation Number 118 of 2018 concerning
Delegation of Authority for Permits and Non-Permits to the Head of the
Investment and One-Stop Integrated Service Office.
From
the 60 types of licenses and non-licenses delegated to DPMPTSP in 2022, 3,126
licenses and non-licenses have been registered, 2999 licenses have been taken
and 106 licenses have been revoked, and the retribution obtained is Rp.
4,689,425,024, - Where is the number of licenses and realization of licensing
and non-licensing retribution in Purwakarta Regency in 2022.
The
achievement of the second target performance result, namely the Community
Satisfaction Index in 2022, is as shown in the following table:
Figure 3. Comparison of Target and
Realization of IKM 2019-2022
Source: DPMPTSP Control Division, Year 2022.8
In
2022, there was an increase in the value of the community satisfaction index
(IKM) from the initial target of 82.45 to 91.26, which increased by 110.69%
from the predetermined target. This IKM value is part of the 2018-2023
Strategic Plan and is used as a benchmark for target performance by the
Investment and One-Stop Integrated Service Office (DPMPTSP) of Purwakarta
Regency, so that performance targets can be set. Although not previously used
as an indicator of the performance of the Office, the IKM value is still
measured annually to evaluate the level of public satisfaction with the
services provided by the DPMPTSP Purwakarta Regency.
What obstacles are faced in the implementation of the Clean and Serving
Bureaucratic Area (WBBM) acceleration policy at MPP Bale Madukara Purwakarta?
The
obstacles faced in implementing the policy of accelerating the clean and
serving bureaucratic areas are as follows:
CONCLUSION
Based on the results and discussion above, it can be
concluded as follows. 1. The strategy of the Clean and Serving Bureaucracy
(WBBM) acceleration policy based on the theory of Wheelen and Hinger
in Ade Irawan (2015: 45) at MPP
Bale Madukara still needs strengthening in strategy
formulation and strategy
implementation. In connection with strategy
formulation, there needs to be an increase in management such as work
programs and special SOPs for MPP Bale Madukara. While related to strategy implementation, the overall
performance of DPMPTSP is very good, but specifically MPP Bale Madukara has not
been measured, and it is necessary to evaluate and control all tenants who are
members of MPP Bale Madukara. 2. The obstacles faced are technically related to
coordination and management instruments such as SOPs.
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