BUREAUCRACY CITIZEN RELATIONSHIP MODEL IN LICENSING BUSINESS SERVICES IN MAKASSAR CITY

Transcription

1 BUREAUCRACY CITIZEN RELATIONSHIP MODEL IN LICENSING BUSINESS SERVICES IN MAKASSAR CITY Johansyah Mansyur, Sangkala, Juanda Nawawi, Muhammad Faried Public Administration, Hasanuddin University Contact Address: Johansyah Mansyur Puskadik Press Indonesiaku Alamat: Jl.Perintis Independence KM-12 Block B No.12A Makassar uatoi_65@yahoo.com

2 ABSTRACT New Public Service, a new paradigm, as starting point to explore the re-forms of public service to regain empirical level. This study aimed to analyze and find the model of bureaucracy and citizens relations through implementation of licensing business in Makassar. This research used deductive-qualitative approach, with explanatory type. The results showed that, from dimensional service views bureaucratic showed very important role particularly in comfortable deregulation, technological innovation, and bureaucratization. It showed that the bureaucracy position as a state tool to determine which has greater authority to change services, which was still a strong bond with all aspects of the regulation that characterized the service implementation also affect all aspects of health. In conclusion, these findings affect commitments integrative model of internal larger bureaucracy relations shape inverted pyramid and prove there are still many things that can not be implemented in having an ideal relation, while the responsive models generally provide a significant impact. Keywords: Bureaucracy, Public Service

3 INTRODUCTION Along with democratization development and improvement of social and economic life in Indonesia, reforms in the public service is very important. Dissatisfaction with public services seems to encourage a variety of scholars of public administration for questioning the relationship model, and spawned numerous paradigm shifts. The concept of quality, according to Goetsh and Davis (Tjiptono, 1997) defined quality as a dynamic state associated with products, services, people, processes and environments that met or exceeded expectations. However, Ibrahim (2008) defined quality as a basic business strategy that produced goods and services that met the needs and internal and eternal satisfaction, either explicitly or implicitly. Garvin in Lovelock (1994) concluded that the quality is basically associated with the service, which is an attitude or way of serving customers or employees in the community satisfactorily. Five dimensions of service delivery according to Zeithaml et al. (1993) and Kumorotomo (1996) understood that in order to measure public services quality is not good enough just to use a single indicator, but it is necessary to employ multiple indicators in the implementation. Denhardt at his various analysis, towards public services distortion (Denhardt et al, 2007), substantially contributed to emphasize on the citizen, as the public interest owner. Citizenship as a society, is the owner of the public interest. According to Denhardt, the public administrators should focus on the responsibility to serve and empower citizens, through public organizations management and public policy implementation. Public orientation, seeing the community as a Citizen, showed more humane model. Osborne and Gaebler (1996 & 1997) also considered that the central issue that developed in governance, it is by many considered the government rule, or that little rule, or simply rule well, but other than government closer to the people, it is also true- properly govern well. This means that they are more emphasize on efficiency and Influenceiveness, but still trying to focus on people interest, though in different ways. Kurniawan (2005) examined the traditional bureaucracy moved to colonial bureaucracy, which directed the focus of his research on the bureaucratic model changes inline with government direction, with the conclusion that a sharp separation between private and occupation was not fully created efficiencies in the bureaucracy implementation. The same results was done by Arifin (2007),he concluded that the bureaucracy responds to social and political change through regulation, by opening participation space and service, through empowerment conducted by external agencies outside the government bureaucracy.

4 Several previous studies as well as studies Siswadi (2006), Nawawi (2004), and Sugiyanto (2004) reviewed bureaucracy and public services separately. Although there are several research and studies that combined both but no one focused on the relationship with the national bureaucracy in the public service. Based on these considerations, it is interesting to do the research. This would also provide an opportunity for researchers to find a model, which can be done to improve public services quality. The importance of finding an alternative model, due to such great expectations of the people in public service bureaucracies and at the same time citizens disappointment of the poor public services, can not be denied. The purpose of this study was to analyze and find the bureaucracy and citizens relationship model in the implementation of business licensing in Makassar. METHODS Location, Objects, and Research Design This research was conducted in the city of Makassar. Using deductive-qualitative approach, the type used explanatory models that attempted to analyze the characteristics of the bureaucracy and citizens relationship as the public service bureaucracies implementation target in the process of licensing services in Makassar. The principles of service quality improvement used in this study is the quality of service proposed by Carlson and Schwarz (1995) cited by Denhardt and Denhardt (2007). The research object was bureaucrat who took action in the business licensing service. Bureaucrats were purposively selected based on data suitability and moved from one to another bureaucrat until the data repetition. Data Collection Techniques Data collected through library research and field study as well. As a consequence of qualitative research, the data collection technique used direct observation instrument (observation) and interviews used a tape recorder, tape recorder and drawings, and from time to time by noting an important statement. RESULTS Citizen Influence on Service Quality Citizen influence towards public service provided by the Public Agency is the presence of a sense of belonging citizens with the services provided by the Public Agency, so that citizens felt a responsibility and obligation sense to provide input on improvement services process. Influence of citizens can be seen through (a) open space complaint, and (b)

5 build citizens interest to provide input. Both action forms were expected to bring the influence of citizens to improved service quality. Opening Space Complaint The citizens influence towards the public services quality because they feel they can influence the quality of service received from the local government, in terms of service quality improvement, input from community citizens made service quality can be improved according to the needs and demands. The citizens influence was fully recognized by the organizers of public service particularly in KPAP Makassar, with made complaint counters accompanied by complaints procedure. This is important so that citizens can provide input and influence for the improvement of service quality. An informant, describing the Influence of the citizens input towards improvement and service change as follows: " From the last time I was given the task and responsibility to manage public complaints with the service provided, a lot of positive things that we got from the public complaints, and we felt some complaints also very constructive, sometimes we could use as the basis for making changes and technical services "(AAS, Interview: May 28, 2012). Citizen complaints seen in general also represents only a personal or individual entities, but the duty of public bodies that provide services to be formulated threfore the same complaints over and over again did not occured. Generating Citizen Interest to Provide Input Community involvement in improving public services quality is essential through accommodating some of community input either through complaints or through socialization. Open space for citizens to provide input other besides from the counter, can be done through limited discussions and entrepreneurs association gathering designed to explain the procedures and requirements to apply for a license. The open rooms for public input are increasingly needed by the public body for conducting direct service public. This was disclosed by the informant as follows: "We really need the input of citizens, for the improvement of service quality. We also need input from other agencies such as the Entrepreneurs Association, and non-governmental organizations which are concerned in the field of public service" (NE, Interview: June ) Build public sense of belonging towards public service are very important. It provides development space services in accordance with the community needs, with no regulations trespassing. If the community interest for the improvement of public services is exist,

6 automatically will appear. Furthermore, if community have sense of belonging toward public services, it will voluntarily comply with the requirements of licensing arrangements (Table 1). DISCUSSION This study showed an association between national government and bureaucracy was still not perfect, there were flaws and can not be carried out simultaneously. The issue was still very rarely done that was citizens/community involvement in determining what the program would be done in refining or improving the public services quality. During this engagement of citizens only when citizens made complaints to the official counter complaint. Participation Integrative Model is one model of the findings that can be used as an alternative in the public service. It is a theoretical and empirical models combination in more relied on humanist and democratic in the public service implementation. Humanist and democratic strength in a model of public service delivery is a model that can present a variety of instruments needed in a quality public services. Various important element in the relationship between bureaucracy as a servants and citizens as applicants and recipients of services, can be accommodated in this model. Thus the ultimate goal in improving the quality of public services can be achieved. Democratic and humanistic factors, can be achieved if the internal rely on relationship integrative participation, among all components of the society, as a group that can aggregate the interests of all members. This alternative integrative participation, has been offered in this research, became determinant factor of harmonious relations and democratic public service (Figure 1). The model shown in Figure 1, provided an understanding relationship between citizen and bureaucracy. The relationship appeared harmonious, because it had integrated participation power from one to another element. Integrated participation was referred since there are some critical elements from community participated, such as Non Governmental Oversight Committee on Regional Autonomy (PPOD) and NGO as independent groups in society that never mentioned in Denhardt (2007) ideal model. Independent groups, in the business licensing implementation (SITU-TDP-SIUP), regarded as an institution that has an important role in achieving public services democratization. This group, was a required balance group for its integrative participation, to connect the individual as a citizen, with a bureaucracy that has a duty and obligation as a public service in a democratic country.

7 This model is interesting, because the associations, small groups and individuals as citizens, as well as independent groups, respectively has a significant opportunity to participate in shaping dialogue, commitment, adaptability and collaboration in more democratic and humanist public. Instruments dialogue, commitment, adaptability and collaboration is a crucial instrument, also offered by the ideal model. Although the instrument is separated into 2 (two) model which integrative and responsive relationship model. Instruments of participation integrative model, such as dialogue, commitment, adaptability, and collaboration combined into a unity that has the same power, and bounded together in achieving the democratic and humanist public service implementation. Thus if the commitment does not start with dialogue, the democratic element will be weak, as well as collaboration, can never be achieved without adaptation and commitment. The dialogue will not be formed without granted support by the integrative participation from one to another elements of society. It showed a very systematic linkage, which would not be separated in the democratic and humanist public service. Empowerment and awareness, is actually an important instrument prior to foster dialogue, commitment, adaptability and collaboration. Empowerment and awareness become one element that not only done by the government bureaucracy, but also to the citizens who enjoy the service. While in the ideal model, offered relationship, is placed on responsiveness relationship model as two separated instruments. Similarly, innovation is considered to have a very important force in the bureaucracy and citizens. While the ideal relationship model, innovation is not included as an important instrument. While the empirical reality of innovation is considered a very important instrument in the implementation of public service. Internal and external environment also offered in this participation integrative model. Internal and external environment is considered as one of assesment, whether bureaucracy is an dynamic organization or not. It strongly influenced by the environment, as a prerequisite democratic and humanist public service. This participation integrative model, is an alternative model that can be used in having the bureaucracy and public services more democratic and humanist, because in a perfect model offered instruments are more comprehensive than the model offered by Denhardt and Denhardt ( 2007).

8 CONCLUSIONS AND RECOMMENDATIONS Model findings in this study has influenced integrative relationship model of internal commitment larger bureaucracy that inverted in pyramid shape and proved there are still many things that can not be implemented bureaucracy in having the ideal relationship. Whreas the responsive models generally performed signifikan.mekanisme impact of bureaucracy, managed to give confidence to the community because citizens make payments directly to the banking institution i.e South Sulawesi Bank. The Influence of citizens towards public service of business licensing implementation, appeared with the opened space for complaints as welll as opportunity to provide input. Citizens Influence also can be obtained through dissemination efforts by holding limited discussions, whether enteprenuer organizations or individuals. REFERENCES Denhardt, Janet V. and Robert B. Denhardt. (2007). The New Public Service: Serving, not Steering. Armonk, New York: ME Sharpe. Siswadi, Edi. (2006). Influence of Re-Engineering Implementation of the Quality Improvement Regional Water Company. Dissertation. Bandung: Unpad PPs. Ibrahim, Amin. (2008). Theory and Concepts of Public Service and Implementation. Bandung: Mandar forward. Kumorotomo, Wahyudi. (2005). Bureaucratic Public: Sketch of the transition period. Yogyakarta, Student Library. Kurniawan, Agung.(2005). Transforming Public Services. Yogyakarta, Updates. Lovelock & Wright. (2005). Marketing Management Services. Jakarta: Index Nawawi, Juanda. (2004). Analysis of Decentralization and Public Service Performance Wajo (Dissertation). Makassar, Graduate Program UNHAS (unpublished). Osborne, David & Plastrik (1997). Banishing Bureaucracy The Five Strategies for Reinventing Government, Massachusets. California-New York: Addison Wesley Publishing Company Inc.. Osborne, David and Ted Gaebler.(1996). Reinventing Government, trans. Abdul Rosyid, Jakarta. Tjiptono. (1997). Principles of Total Quality Service, New York: Mandar forward. Sugiyanto.(2004). "Measuring the Performance of Public Policy (Question Correlational Actualization Of Good Governance)", in Journal of Good Governance, Vol 3, No.1, May 2004, Jakarta Masters Program STIA-LAN. Zeithaml, AV, Berry LL, and Parasuraman, A. (1993), 'The Nature and Determinants of Customer Expectations of Services', Journal of the Academy Marketing Science, Vol : 1-12.

9 Table 1. Analysis of the Influence of Citizens Complaints and Build Interests Gives a. Complaints from the public open space Citizens to Give Input on Implementation of Licensing Services (SITU- TDP-SIUP) In Makassar KPAP Response Commentary Analysis Final Analysis 1. Complaints through Influence of citizens official counter towards public space services through 2. Input given if invited official counter and once socialization; socialization Build interest in the community to provide input on the public services system Interest in providing input has not been voluntarily because they thought, it was not necessarily considered. Sources: Primary Data Analysis, Citizens Interest to provide input to public services management has not been well established because the facilities still minimum 1. Citizens Influence towards public service improvement's in KPAP Makassar belongs to standard, which is opened on the complaint counter and when socialization occured; 2. Sense of belongings have not been built, the services still minimum 3. Public service is measured by the government, and has grown since using ISO 9001:2008 version.

10 Figure 1. Participation Integrative Model As An Alternative Relationship Model Between Democratic Humanist Bureaucracy and Public Service Independent group DIALOGUE INDIVIDU Empowerment and Socialization COMMITMENT ADAPTATION Empowerment and Socialization BUREAUC RACY CITIZEN COLLABORATION Integrative participation inovation DEMOCRATIC-HUMANIST inovation COMMON GOALS Association INTERNAL ENVIRONMENT EXTERNAL ENVIRONMENT SMALL GROUP Source: Research Analysis Result, 2012

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