GOVERNANCE INNOVATION: ONE-STOP INTEGRATED SERVICE TO ENHANCE QUALITY SERVICE AND PUBLIC SATISFACTION

Ahmad Muksin () and Bhakti Nur Avianto ()
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Ahmad Muksin: Universitas Nasional, Jakarta, Indonesia
Bhakti Nur Avianto: Universitas Nasional, Jakarta, Indonesia

Theoretical and Empirical Researches in Urban Management, 2021, vol. 16, issue 1, 40-60

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.

Keywords: Governance Innovation; One-Stop-Integrated Service; Digital Transformed; Public Satisfaction. (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:rom:terumm:v:16:y:2021:i:1:p:40-60

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