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