Implementation Of Good Governance In Public Service Malls

IMPLEMENTATION OF GOOD GOVERNANCE IN PUBLIC SERVICE MALLS Abstract Public service malls exist as one of the government's policies in improving the quality of services in Indonesia. The aim of public service malls is to provide convenience and speed for the community. With the existence of a public service mall, it is hoped that it can become a new face of the service system in Indonesia by implementing good governance in it. The aim of this research is to find out whether the objectives of the public service mall have been achieved through the implementation of good governance. This research uses library research by reading article and journal references. The results of this research show that good governance has not been fully realized in public service malls because there are still many problems that occur. Key words: good governance, public service mall INTRODUCTION Good Governance is the government's way of providing public services with the aim of creating a bureaucracy that works efficiently, effectively and productively by providing excellent service to the community (Abror & Khuljana, 2022). Good governance is classified as a good governance process to be practiced by all countries, because good governance can balance the government with other parties to create harmonization in running good and clean government (Rizqi et al., 2022). If the principles of good governance are applied by government officials in providing public services, then these public services will be maximal in their activities (Cahyadi, 2017). Therefore, public services are the right choice for implementing good governance through public service malls. (Nurimansyah et al., 2020) Public service malls exist as one of the government's policies in improving the quality of services in Indonesia (Suryanegara, 2019). Public service malls are the third generation of existing public services. Previously, people knew about the service one-stop integrated service (PTSA) and one-stop integrated service (PTSP). The concept of a public service mall expands from the two previous services (Salma & Nawangsari, 2022). Public service malls make it easy if you want to provide any type of service, be it goods, services or public administration services, you only need to go to one particular location or building (Umam & Adianto, 2020). This is in accordance with the objectives of organizing public service malls as stated in the Presidential Regulation of the Republic of Indonesia Number 89 of 2021 concerning the implementation of public service malls, namely that public service malls aim to integrate services to increase speed, convenience, reach, comfort and security of services. Presidential Decree (President, 2016) With the existence of public service malls, it is hoped that they can become a new face of the service system in Indonesia by implementing good governance in them. However, the implementation of good governance in public services has not been realized, as evidenced by the fact that there are still many problems in public service centers such as the efficiency and effectiveness of government officials has not been fully realized, human resource competency is still low in providing services (Suryanegara, 2019). People are still waiting in long queues because the application of information technology is not yet optimal to facilitate the licensing process, thus hampering public service activities (Petra Hasiholan et al., 2020). Therefore, it is hoped that the presence of service malls can become a new forum for improving the quality of public services by implementing good governance in them. Arnita. THEORITICAL REVIEW A. Understanding Good Governance Good Governance comes from the original European language, namely Governance and was adopted into English as govern which means to direct or control, while the word Good in English means good (Dasor, 2018). Good governance is defined as good governance in business that is based on professional ethics (Mudhofar, 2022). Good governance means that the activities of state institutions are carried out in accordance with the interests of the people and applicable norms in order to realize the ideals of the state. grandma. So it can be concluded that good governance is a governance concept good governance by prioritizing the interests of the people to realize the country's ideals. The main key to understanding good governance is understanding the principles contained in it (Watimena, 2020). Based on Government Regulation Number 101 of 2000 Good governance is a government that develops and applies the following principles 1. Professionalism, providing easy, fast, precise services at affordable costs by improving the capabilities and morale of government administrators. 2. Accountability, increasing the accountability of government officials in all fields related to the interests of society. 3. Transparency, mutual trust between the government and the public through the information provided and easy to obtain accurate and adequate information. 4. Excellent service, public service management which includes good procedures, clarity of rates, certainty of time, ease of access, completeness of facilities and infrastructure as well as friendly and disciplined service. 5. Democracy and participation, the community is involved in expressing opinions in the decisionmaking process that concerns the interests of the community, both directly and indirectly. 6. Efficiency and effectiveness, utilizing available resources optimally and responsibly to ensure the provision of services to the community. 7. Supremacy of law and can be accepted by society, upholding laws fairly for all society without exception, upholding human rights and paying attention to the values that live in society (Maryam, 2016) Good governance is seen from how to apply the principles of good governance in the government. The United Nations Development Program (UNDP) states that the principles of good governance are participation, transparency, accountability, responsiveness, justice, law enforcement, effectiveness and efficiency, and strategic vision. (Dasor, 2018). Considering the principles above, good or bad government depends on the extent to which the values of each existing principle are achieved. The government is considered good governance if the principles are fulfilled (Dasor, 2018). The financial crisis that hit Indonesia from 1997 to 1997. 1998, which later expanded into a multidimensional crisis, demanded the government to reform government governance by realizing good governance. One of the causes of a multidimensional crisis is poor governance or faulty management in implementing governance (Widanti, 2022). In realizing good governance, there are 3 actors who need to work together, namely the government, the private sector and civil society. These three pillars integrate the roles of government, private sector and civil society in a mutually agreed upon order. Therefore, the implementation of good governance in the context of implementing public policy is reflected in the collaboration of partners with the three main components of good governance: government, market/private sector and society. The involvement of these three partners does not mean "alone", maintaining each other's strengths and achievements, but rather partners forming cooperation. In good governance, partners must be fully aligned with the interests, needs, aspirations and interests of the public (Dasor, 2018). The application of good governance principles in modern organizational governance is an important aspect in supporting accelerated performance of organizational goals, including effective and efficient local government governance (Mudhofar, 2022). B. Public Service Mall Public service malls were officially approved by the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 23 of 2017 concerning the Implementation of Public Service Malls at the end of mid-2019. To date there have been 59 MPPs in Regencies/Cities in Indonesia. The MPP concept was proposed as an answer to the problem of public services which currently cannot combine central and regional services as well as business services in one place (Puryatama & Haryani, 2020). Public Service Mall can be defined as an activity or activities providing public services by goods, services and/or administrative services by unifying the public service system and is an extension of the regular service function provide by the government, both central and regional where services are linked to one particular location or building which are mixed with other services and economic activities (Umam & Adianto, 2020) Public service malls are a government program to improve public services. Long before there was MPP, there was already a type of integrated service called One Stop Integrated Service (PTSA), which later changed to One Stop Integrated Service (PTSP). The presence of MPP can be said to be an improvement in the quality of the two previous services. The aim of a public service mall is to provide convenience, speed, affordability, security and comfort to the public in obtaining services. Apart from that, increasing global competitiveness to make it easier to do business in Indonesia (Umam & Adianto, 2020). The presence of public service malls is a government policy to improve the quality of public services. One of the efforts that supports the realization of quality public services is the need to apply the principles of good governance in the government system to create good quality services (R. Lauma, S. Pangemanan, 2019). Excellent public service is an obligation for organizers of this service to fulfill it, because getting quality service is the main expectation of the community (Jamal et al., 2020). This public service is likened to a process, where there are people who are served, people who service, and the type of service provided. This public service consists of several forms of services provided, this public service can be in the form of services or goods (Wakhid, 2017) Implementing good governance is the implementation of good government practices and of course adhering to good principles. This can happen if the government is open to new ideas and always responds quickly to the interests of the community (Rosyada, 2016). The principles of good governance initially contained fair and global values which became the basis for determining benchmarks and characteristics of good state governance (Warjiyati, 2018). RESEARCH METHODOLOGY The method used in this research is a literature study, namely by using data collection techniques by conducting a review study of books, literature, journal articles and previous research that are related to the problem being solved. Literature study is conducting research by studying and reading literature that is related to the problem that is the object of research. RESULTS AND DISCUSSION The presence of the Public Service Mall adds new color to the history of public service administration reform in Indonesia (Puryatama & Haryani, 2020). With MPP, now people only need to come to one location to take care of everything. This is a leap in public services, from previously being separated and spread out to now gathering at the same location (Adawiyah, 2018). MPP is very useful in making it easier for people to get services, so this MPP must remain comfortable at all times. Everything the service provider does must be in accordance with the SOP (Puryatama & Haryani, 2020). Service process standards are also important to regulate, but these regulations must be carried out carefully so that service process standards do not prevent or limit local creativity in providing public services (Widanti, 2022). The public service mall itself is an integrated 3rd generation service, which is considered the latest step in the Indonesian public service management system. Public service malls are activities or activities that provide goods and/or services by integrating public systems and are also an extension of the integrated service function which is also used centrally by the government. Where services have a close relationship with one another in a particular place or location combined with other service and economic activities. (Arnita Febriana Puryatama, 2020). Public service malls aim to integrate services to increase speed, convenience, reach, comfort and security of services. Presidential Decree (President, 2016) Public service malls are an innovation that is very beneficial for both the government, society and business stakeholders. There are many institutions that provide public services, and find that they can be consolidated in places called public service malls. However, it cannot be denied that there are still many problems in the implementation of public service malls, such as not yet optimal public services caused by weaknesses in the dimensions of productivity, linearity and efficiency. Apart from that, there is still a lack of cooperation between public service malls and related technical agencies and a lack of coordination so that SOPs are not yet optimal. (Petra Hasiholan et al., 2020). Problems in public service malls are also found in government bureaucracy, namely that efficiency and effectiveness have not been implemented properly. The implementation of development is slow and tends to fail, the inefficiencies that are still inherent in both society, bureaucrats and private business institutions are obstacles that exist in public administration. The existence of public service malls which should make things easier for the public is not because there are still many people who do not know the function of public service malls. (Suryanegara, 2019). Apart from that, public service malls do not provide satisfactory services to the public because there are still many complaints and complaints from the public and in providing public services the MPP is only open for 1 hour, causing the service to be less effective (Salma & Nawangsari, 2022). This concept of good governance can be realized through efforts to create synergy between civil society, the public sector and the private sector in managing natural, economic, environmental and social resources. Good governance must at least be able to achieve requirements such as participation, efficiency and effectiveness, transparency and fairness. This concept is what supports public services so that they become good governance. If there is no good public service, then there is no good governance, so if there is good public service, there should be good governance in it (Maryam, 2016). There are many institutions that provide public services, and find that they can be consolidated in places called public service malls. Good Governance has long been the dream of many people in Indonesia, but in fact good governance has not been fully implemented in public service malls (Widanti, 2022). In line with this, the aim of creating a public service mall, namely to integrate services to increase speed, convenience, reach, comfort and security of services by implementing good governance, has not been well realized. CONCLUSION Good service is service that can satisfy the community. Good governance exists as a new way to improve governance in Indonesia. The principles of good governance are community participation, legal certainty, transparency, accountability, responsiveness, consensus orientation, fairness, effectiveness and efficiency. Public service malls exist as a place for the public to get good services by implementing the principles of good governance. A public service mall is an agency that provides all services in the form of goods/services. However, in the implementation of public service malls, there are still many problems in serving the community, such as low human resource competency, bureaucrats who are not yet effective and efficient and there are still many people who do not know the function of public service malls, indicating that there is still a lack of coordination between the government and the community. Thus, the implementation of good governance in public service malls has not been fully implemented. SUGGESTION The author really hopes that public service malls can further improve their service quality by implementing the principles of good governance by reflecting on other countries that have successfully implemented public service malls. This means that the implementation of service malls is not just a presidential regulation, but the concept of good governance that has long been desired can be realized through public service malls. For research on public service malls, the author hopes that more people will research because so far there are not many references discussing public service malls.