Coordination effectiveness at the Central One-Stop Integrated Service Center (PTSP) of Indonesian Investment Coordinating Board (BKPM)

Anwar, Muhammad Khoirul (2018) Coordination effectiveness at the Central One-Stop Integrated Service Center (PTSP) of Indonesian Investment Coordinating Board (BKPM). In: Open society conference, social and political challenges in industrial revolution 4.0 (BNBB), 15 November 2018, UTCC.

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A long history of public service in Indonesia, found its momentum in 2009 when the Government promulgated Law No. 25 of 2009 concerning public services. The strategy adopted to accelerate the improvement of the quality of public services is through the establishment of One-Stop Integrated Service center both at the Central and the Regional Government. In terms of strengthening the existence of PTSP, the Government has issued Presidential Regulation number 97 of 2014 concerning the Implementation of PTSP. The establishment of the Central PTSP is based on Presidential Instruction No. 4 of 2015. As a new institution consisting of many other institutions (Ministries and Institutions), the main problem and challenges simultaneously faced by PTSP are coordination. Therefore, this study will look at the actual conditions or capture the application of coordination in the Central PTSP, which includes,the form / model of delegation or delegation of authority, coordination patterns, factors that influence the implementation of coordination, coordination effectiveness and satisfactory level of society with the Central PTSP. This research method is descriptive using qualitative analysis techniques. Research underwent at Central PTSP of BKPM RI. The interviewee in this study was Chief of responsible for Central PTSP, Institutions and users. The output of this research is the paper of which are published in the National Journal of ISSN (open source journal system) and presented in National Seminar, as well providing a policy brief to the Head of BKPM. Based on observations and discussions with informants, the results show the following: there are 4 (four) models, namely a). Licensing and non-licensing which were fully delegated to BKPM (Central PTSP); b) The application is received by Liasion Offices of Ministries and Institution and then processed by coresponding staff placed at the Central PTSP, then submitted to BKPM for signature and publication. c) Liasion Offices of Ministries and Institution placed at BKPM and subsequently processed in the Ministry / Institution until signing, for then afterwards submitted to BKPM for publication. d) No process delegation, but to provide a place to receive the application file by LO at the Central PTSP, but the entire process is still carried out in the corresponding Ministry / Institution. While the coordination pattern that occurs in the Central PTSP, in accordance with the authority delegation model, namely there is the nature of submitting reports, carried out by Echelon I officials and echelon II officials with higher intensity. The third coordination pattern shows lower intensity and the last is more to the provision of facilities and practices. The most influential factor in the implementation of coordination at the Central PTSP was the commitment of the leaders. While the most perceived obstacle is still the high ego of Ministries and Institutions especially in the integration of the systems in each Ministries and Institutions into SPIPISE (Electronic based system of information and investment licensing) The effectiveness of coordination can be seen from the realization of investments, awards received by the Central PTSP and an increase in the ease of business index in Indonesia and the existance complaints’ management at the Central PTSP Center. Community satisfaction with the Central PTSP at 2015 was very good, but then found decrease in the level of satisfaction until the 2017 the index of society satisfaction was good. Until this research ends, the Central PTSP underwent a very fundamental change after the issuance of Government Regulation (PP) Number 24 of 2018 concerning Electronic based integrated Business Licensing Service since June 21, 2018. The suggestions that can be given are as follows; all stakeholders must seriously realize the objectives set out in the PP, especially in the establishment of the Online Single Submission (OSS) Institution and make the OSS Institute a center of excellence (exellent service). Providing assurance of certainty for all OSS Institution products can be received by all stakeholders from the Central, Provincial and District/City Government levels, law enforcement officers, and banking/financial institutions and the community. Ensuring that software and hardware can operate continuously 24 hours a day, 7 days a week without any doubt about the occurrence of disruptions caused by technical or nontechnical matters (electricity supply, lack of spare parts, existance of data server backup, hackers, etc.) The guarantee is in the form of strong and earnest commitment from the President, the Minister and the Officials related to the sustainability of the OSS Institution in the "Integrity Pact" signed jointly,including the arrangement of coordination authority.

Item Type: Conference or Workshop Item (Paper)
Additional Information (ID): ocs-2018-16.pdf
Uncontrolled Keywords: Coordination, PTSP Center, Quality of public services, Society Satisfaction Index, Complaint Handling System.
Subjects: 300 Social Science > 350-359 Public Administration and Military Science (Administrasi Negara dan Ilmu Kemiliteran) > 351 Public Administration (Administrasi Negara)
600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.812 Customer Satisfaction/TQM/Quality Of Service (Kepuasan Pelanggan)
Divisions: Prosiding Seminar > Seminar Nasional FHISIP-UT 2018
Depositing User: CR Cherrie Rachman
Date Deposited: 11 Feb 2019 01:55
Last Modified: 13 Feb 2019 07:19

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