Hard Way to Enhance Service Quality at The Regional Secretariat Organization Bureau of South Sumatera Province: A Qualitative Reports
Abstract
This study examines the Public Service Innovation Development Model in improving service quality at the Bureau of Organization of the Regional Secretariat of South Sumatra Province. Using a qualitative approach with interviews, observations, and documentation, the study finds that while the innovation model is effective, challenges exist in innovation process management, innovator skills, service standardization, and public participation. Supporting factors include visionary leadership, skilled human resources, technological infrastructure, collaboration, and an innovative culture. Inhibiting factors involve rigid policies, budget constraints, lack of evaluation, and minimal public involvement. Efforts to overcome these challenges include enhancing HR skills, forming an innovation team, developing a strategic plan, establishing service standards, and fostering multi-stakeholder engagement. The study highlights the need for a structured and adaptive innovation model to enhance public service quality effectively.
Keywords: Public Service Innovation; Innovation Management; Public Participation; South Sumatera Bureaucracy; Public Service Reform;
References
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Agger, A., & Sørensen, E. (2016). Building government capacity for innovation: Lessons from the public sector. Journal of Public Sector Innovation, 5(2), 56-74.
Bloch, C., & Bugge, M. M. (2013). Public sector innovation: From theory to measurement. Structural Change and Economic Dynamics, 27, 133-145.
Burns, T., & Stalker, G. M. (1961). The management of innovation. Tavistock.
Choi, S., & Chandler, S. M. (2015). Innovation and public sector management. Public Administration Quarterly, 39(3), 321-345.
Christensen, T., & Laegreid, P. (2011). New public management: The transformation of ideas and practice. Ashgate.
Damanpour, F., & Schneider, M. (2009). Characteristics of innovation and innovation adoption in public organizations: Assessing the role of managers. Journal of Public Administration Research and Theory, 19(3), 495-522.
Denhardt, J. V., & Denhardt, R. B. (2000). The new public service: Serving rather than steering. Public Administration Review, 60(6), 549-559.
Denhardt, J. V., & Denhardt, R. B. (2015). The new public service: Serving, not steering. Routledge.
Donaldson, L. (2001). The contingency theory of organizations. Sage Publications.
Dwiyanto, A. (2011). Building an innovation-driven public sector in Indonesia. Gadjah Mada University Press.
Dwiyanto, A. (2011). Governance reform in Indonesia: Enhancing citizen participation in public services. Gadjah Mada University Press.
Dwiyanto, A. (2018). Strengthening collaboration in public sector governance. Gadjah Mada University Press.
Gowan, M., Seymour, J., Ibarreche, S., & Lackey, C. (2001). Service quality in public sector organizations: The case of emergency services. Journal of Business Research, 52(1), 1-11.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
KemenpanRB. (2021). Public service innovation network (JIPPNAS). Ministry of Administrative and Bureaucratic Reform.
Lawrence, P. R., & Lorsch, J. W. (1967). Organization and environment: Managing differentiation and integration. Harvard Business School Press.
Mergel, I. (2019). Digital transformation in the public sector: The case of government use of AI. Government Information Quarterly, 36(4), 101392.
Mintzberg, H. (1983). Structure in fives: Designing effective organizations. Prentice-Hall.
Osborne, S. P., & Brown, L. (2011). Innovation in public services: Engaging with risk. Palgrave Macmillan.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Prasojo, E., & Holidin, D. (2018). The role of collaborative governance in public sector innovation. UI Press.
Prasojo, E., & Kurniawan, T. (2019). Bureaucratic reform and public service innovation in Indonesia. UI Press.
Santoso, B., & Nugroho, R. (2021). Organizational capacity and innovation in the Indonesian public sector. Springer.
Setiawan, B. (2018). Public sector innovation challenges in Indonesia. Gadjah Mada University Press.
Setiawan, B. (2022). Barriers to inter-agency collaboration in Indonesia’s public sector. Routledge.
Setyaningrum, T. (2021). Leadership and innovation in Indonesia’s public sector institutions. Routledge.
Sørensen, E., & Waldorff, S. B. (2014). Collaborative innovation in the public sector. Scandinavian Journal of Public Administration, 18(4), 3-17.
Suryadi, D. (2022). Digital transformation and participatory governance in Indonesian local government. Springer.
Torfing, J. (2016). Collaborative innovation in the public sector. Georgetown University Press.
Wahyudi, S. (2019). Leadership and stakeholder engagement in local government innovation. Public Policy and Administration Review, 12(2), 67-82.
Wahyudi, S. (2020). Institutional adaptation and bureaucratic innovation in Indonesia. Routledge.
Wicaksono, A. (2020). Challenges and opportunities in public service innovation in Indonesia. Policy and Governance Journal, 8(1), 45-62.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.
Zhu, X., & Zhao, Y. (2018). Public administration innovation and service efficiency. International Journal of Public Administration, 41(8), 701-716.
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2025-09-13
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