Transformasi Layanan di Mal Pelayanan Publik (MPP)

Summary

The Mall Pelayanan Publik (Public Service Mall) is an innovative concept designed to simplify and modernize public services in Indonesia. It brings together various government services, including immigration, taxation, and health, in one convenient location, eliminating long waits and complex bureaucracy. Inspired by similar models in Azerbaijan, the concept was introduced in Indonesia in 2017. The public service malls focus on accessibility, offering facilities for vulnerable groups, including pregnant women, the elderly, and those with disabilities. With a commitment to efficiency and health protocols during the COVID-19 pandemic, over 35 malls are operational, providing fast and integrated services across the country.

Takeaways

• 😀 Public Service Malls were created to make it easier for citizens to access services that were previously spread out in different locations, saving time and cost.
• 😀 The government has transformed its services to eliminate the bureaucratic red tape and inefficiency, with a focus on modern, fast, and user-friendly service centers.
• 😀 These malls integrate various public services such as population services, taxes, police, BPJS, business permits, immigration, and religious affairs into a single building.
• 😀 The Public Service Mall concept was inspired by Azerbaijan’s public service model and has been adopted in Indonesia since 2017, with successful implementations in various cities.
• 😀 Establishing a Public Service Mall involves five main stages: coordination, work mechanism setup, preparation of infrastructure and human resources, signing MOUs, and the official opening.
• 😀 These malls are designed to be inclusive, offering services for vulnerable groups such as pregnant women, nursing mothers, people with disabilities, and the elderly.
• 😀 Key facilities in the malls include child play areas, lactation rooms, disability services, ATMs, fitting rooms, toilets, and reading corners.
• 😀 During the COVID-19 pandemic, Public Service Malls continued to provide services while adhering to health protocols, contributing to safety and public trust.
• 😀 Innovation and measures were introduced to reduce the risk of COVID-19 transmission in these malls, including social distancing and sanitation efforts.
• 😀 By early 2021, 35 Public Service Malls had been operating across Indonesia, offering efficient and convenient services to citizens.
• 😀 Public feedback highlights the convenience, speed, and efficiency of services at Public Service Malls, with some users noting the process is much faster than previous systems.

Q & A

What is the primary purpose of establishing the Public Service Mall?

The Public Service Mall was established to make it easier for the public to access government services by centralizing them in one location, reducing time and cost, and addressing bureaucratic inefficiencies.

What challenges did people face with previous government offices?

Previously, government offices were located separately, which required more time and money to visit multiple offices, and the services were often seen as bureaucratic and not user-friendly.

How has government service transformed in the Public Service Mall?

Government service has transformed into a modern, fast, easy, affordable, effective, and efficient system by integrating multiple service units under one roof.

Which types of services are available in the Public Service Mall?

Services include population administration, tax services, police services, BPJS (social security), business permits, immigration services, and religious office services such as marriage booths, among others.

What inspired the Public Service Mall concept in Indonesia?

The concept was inspired by 'Public Service Hall' in Georgia and 'Xidmet' in Azerbaijan, which Indonesia adapted in collaboration with these countries.

What are the main stages in establishing a Public Service Mall?

The main stages are coordination, service regulation, preparing facilities and human resources, signing MoUs and cooperation agreements, and inauguration.

How does the Public Service Mall accommodate vulnerable groups?

It provides facilities for pregnant women, breastfeeding mothers, people with disabilities, and the elderly, including special counters, play areas for children, lactation rooms, accessible toilets, and reading corners.

How did the Public Service Mall adapt during the COVID-19 pandemic?

It implemented strict health protocols and innovative measures to reduce transmission while continuing to provide efficient public services.

How many Public Service Malls were operating in Indonesia by early 2021?

By early 2021, 35 Public Service Malls were operating across various regions in Indonesia.

How do citizens perceive the efficiency of the Public Service Mall compared to previous offices?

Citizens report that services are much faster, more compact, and easier to access, with some procedures completed in under ten minutes, demonstrating tangible improvements in bureaucratic reform.

What is the significance of the Public Service Mall in the context of bureaucratic reform?

The Public Service Mall represents a concrete example of bureaucratic reform by modernizing public services and creating a citizen-friendly government experience.