INNOVATION IN PUBLIC SERVICE DELIVERY

International Reform Policy Symposium & Regional Workshop 2019

Prof. Dr. Diah Natalisa, MBADeputy of Public Service

Nusa Dua, March 14th 2019

1. Public Service Road Map2. LAPOR! SP4N3. Public Service Hall / Mal

Pelayanan Publik4. Public Service Innovation /

Inovasi Pelayanan Publik

2MAIN POINTS

DEPUTY OF PUBLIC SERVICEThe Authority of Ministry of Administrative and Bureaucratic Reform

Encourage The Implementation of Public Service Policies (Service Charter, Service Declaration)

Public Service Hall

Encourage Public Participation onPublic Service Implementation(FKP, LAPOR SP4N!)

Public Service Innovation/

Inovasi Pelayanan Publik

Measurement of Public Service Quality (SKM, EoDB)

Public Service Information System/

Sistem Informasi Pelayanan Publik

Public Service Index/

Indeks Pelayanan Publik

Increasing Management Capacity and Public Service Quality

Program

Formulate national policy of public service

Monitor and evaluate the performance of Public Service Providers

Periodically rank performance

Announce the national policy of public service, and the result of monitoring and evaluation, and coordination.

Give reward to public service deliverers in accordance to the laws and regulations

Bureaucratic Reform in order to Improve Public Service Quality

(Law No 25 Year 2009 of Public Service)

PUBLIC SERVICE ROAD MAP

WORLD CLASS

PUBLIC SERVICE

2035

KIB II

2010-2014

1. Law No 25 of 2009 on Public Service

2. Government Regulation No 96 of 2012 on Act

Implementation No 25 of 2009

3. Implementing Regulation Law No 25 of 2009

a. Preparation and determination on service charter

b. Service Declaration

c. Public Satisfaction Survey/ Survei Kepuasan Masyarakat

Kabinet Kerja

2015-2019

KIB I

2004-2009

1. Encourage compliance on

Law No 25 of 2009

2. Socialize about Public Service

3. Coaching, Monitoring and

Evaluation on Public Service

Increasing the quality of public service:

1. Implementation of public service

policies

2. Acceleration of Public Service

Delivery

3. Involvement of Public

Participation

4. E-services

• NAWA CITA

• Environment Condition and Global

Competition

• Technology, Information, and Communication

• Law No 25 of 2009; Presidential Regulation; Minister of Administrative

and Bureaucratic Reform Regulation

• Presidential Regulation No 81 Year

2010 of Bureaucratic Reform’s Grand Design

Priority Program

• PUBLIC SERVICE INNOVATION

• SP4N-LAPOR!

• ELECTRONIC BASED SERVICE (e-services)

• PUBLIC SERVICE HALL

• PUBLIC SERVICE INDEX

• PUBLIC SERVICE INFORMATION SYSTEM

PUBLIC

WORK CULTURE• Human Resource Management

• Supervision

• Accountability

• Governance

• Institutional

• EoDB ranked 73rd from

190 countries (2018)

• IP Corruption ranked 89th

from 180 countries (2018)

SERVICE

QUALITY

IMPROVEMENT

LAPOR! is an interactive social media-based Public Complaints and Aspiration.

It has three principals : easy, integrated, and completed in delivering aspiration,

information, and complaints about public service in Indonesia.

Based on the Presidential Decree No 76 of 2013 about management of public

service complaints, LAPOR! Is established as National Public Service

Complaints Handling System or as known as SP4N

According to the mandate Law No 25 of 2009 jo. Presidential Decree No 76 of 2013

LAPOR! SP4N

(National Public Service Complaints Handling System)

LAPOR! SP4N

Connected Data

Ministry

Institution

Local Government507

96

34

Most Topics

Period : January 2019

Employment

Immigration

Population Administration

Education

Infrastructure

Average number of report

each day

Total Report received

since 2012Total Registered users

PUBLIC SERVICE

HALL

Minister of

Administrative and

Bureaucratic Reform

Regulation No 23 of

2017 on Public Service

Hall Implementation

The place where public service are carried out

for goods, services, and administrative services

which are integrated between central and local

government

Improve public service to meet

people expectations

Simple, easy, and fast procedure

High quality and hospitality

Accountable, responsive public policy

Enhance global

competitiveness in Ease of

Doing Business (EoDB)

Bekasi 29 *

14 Mal Pelayanan Publik (MPP)

Bitung 135 *

Karangasem 166*

Badung 121 *

Batam*

429

Padang 10*

14 Public Service Hall that has been bulit :

1. DKI Jakarta Province (2017)

2.Surabaya City (2017)

3.Denpasar City (2018)

4.Badung Regency (2018)

5.Batam City(2018)

6.Kulonprogo Regency (2018)

7.Probolinggo Regency (2018)

8.Karangasem Regency (2018)

9.Tomohon City (2018)

10. Banyuwangi Regency (2018)

11. Padang City (2018)

12. Banyumas Regency (2018)

13. Sidoarjo Regency (2019)

14. Pekanbaru City (2019)

“Innovation in the public sector refers to

significant improvements to public

administration and/or services.”

OECD – Organisation for Economic Co-

operation and Development

“Put simply, public sector innovation involves

creating, developing and implementing

practical ideas that achieve a public

benefit. These ideas have to be at least in

part new (rather than improvements); they

have to be taken up and used (rather than

simply remaining ideas); and they have to be

useful. By this definition innovation overlaps

with, but is different from, creativity and

entrepreneurship.”

Nesta – global innovation foundation based in UK

“Public Sevice Innovation is

a breakthrough type of

services which are an idea/

original creative idea and/or

adaptation / modificationwhich provides benefits to

public, directly or in directly”

Minister of Administrative and Bureaucratic Reform Regulation No 30 of 2014 on Guidelines for Public Service

Innovation

PUBLIC SERVICE

INNOVATION

Minister of Administrative

and Bureaucratic Reform

Regulation No 30 of 2014

on Guidelines for Public

Service Innovation

• CREATINGOne Agency One Innovation (Satu Instansi Satu Inovasi), Competition of Public Service Innovation (KIPP)

• DEVELOPMENTReplication of Public Service Innovation, through the construction of Network Public Service Innovation (JIPP)

• SUSTAINABILITYPublic Service Innovation becomes a program, part of function, has a legal basis, and organizational culture

STRATEGIC PROGRAM TO SUPPORT PUBLIC SERVICE INNOVATION..

CREATING OF

INNOVATION

SUSTAINABILITY

OF INNOVATION

DEVELOPMENT

OF INNOVATION

1

2

3

0

1

03

0

4

0

5

0

6

0

2

Transparan dan Akuntabel dengan

menggunakan tenaga Akademisi

dan Pakar

Top 40 Tahun 2017

Top 40 Tahun 2018

(KIPP) INDONESIA

KIPP

One of the guidance public service innovation to get

the best innovation and chosen in order to support

public service quality acceleration.

On websiteSistem Informasi Inovasi Pelayanan Publik (SINOVIK)

http://sinovik.menpan.go.id

Ministry of Administrative and Bureaucratic Reform

gave reward as TOP INNOVATION that listed on

Ministerial Decree and Top Innovation Book

PUBLIC SERVICE INNOVATION AWARDS

▫ United Nation held The United Nation Public Service Awards

(UNPSA) since 2003 as a form of appreciation for public

servants who have outstanding performance in innovation.

▫ The innovation from Teluk Bintuni Regency, EDAT System

(Early Diagnosis and Treatment) received the UNPSA 2018

award as the First Winner on the 1st category : Reaching the

Poorest and Most Vulnerable through Inclusive Service and

Partnership.

EDAT SYSTEM AS THE WINNER ON UNPSA 2018

THANK YOU