JAKARTA – Public services that were once known for being not easy to get, complicated, and non-transparent have now turned 180 degrees.
Hundreds of Public Service Malls (MPPs) were opened by the government throughout Indonesia to help the community with an integrated and fast service system.
However, not many people know the history of the MPP itself.
In her book titled “Mal Pelayanan Publik, Konsep dan Praktik” (Public Service Malls, Concepts and Practices), former Deputy for Public Services of the Ministry of Administrative and Bureaucratic Reform (PANRB) Professor Diah Natalisa said that the initial concept of MPP came from Georgia and Azerbaijan.
The beginning of MPP in Indonesia came from her report during her visit to the two countries in 2017.
Inspired by the report, PANRB Minister Asman Abnur immediately explored the programme.
However, MPP was only massively implemented during the era of PANRB Minister Abdullah Azwar Anas.
Professor Diah said that in Georgia, the MPP concept is called Public Service Hall (PSH) which is managed by the Ministry of Justice.
Meanwhile, in Azerbaijan, a similar service is known as Asan Xidmat which means ‘Easy Service’.
“By adopting integrated models such as PSH and Asan Xidmat, public services in Indonesia can be integrated in one location to facilitate access and increase efficiency for the community,” she said.
Furthermore, according to her, integrating various public and business services in one place will provide convenience for the people who use these services.
And, from what she learnt, Georgia and Azerbaijan managed to reduce the level of irregularities and corruption in public services by realizing their concept of MPP.
“This integrated service has also improved the ease of doing business in both countries,” he said.
PTSP Service is Not Yet Completed
In her report, Professor Diah also revealed that the existence of PTSP (one-stop integrated service) has not been perfectly integrated with services provided by the central and provincial governments.
In fact, she continued, sometimes the ease of investing for potential investors has also not happened perfectly.
Minister of PANRB Inaugurates New Public Service Malls, Indonesia Now Has 206 MPPs
Administrative and Bureaucratic Reform (PANRB) Minister Abdullah Azwar Anas has inaugurated 15 new Public Service Malls (MPP). Each of these has hundreds of services available to citizens in one place.
With these additions, there are now 206 MPPs throughout Indonesia.
“What we should be grateful for is that there are now more MPPs outside Java, so that excellent public services are not only centered in Java. This means that the Indonesia-centric concept is not only related to physical infrastructure, but also related to public services,” said Anas during the Joint Inauguration of Public Service Malls in Jakarta, Monday (24/6).
He also asserted that with the presence of the public service center, regional governments are required to prioritize service functions, one of which is by conducting surveys to monitor service performance.
“Therefore, I hope that the regents and mayors will conduct a survey every six months at least. Conduct one through a survey institute to know whether public satisfaction with services has increased with this MPP,” he said.
To ensure this, Minister Anas also requested the ranks at the Deputy for Public Services of the Ministry of PANRB to conduct a survey, go to the field, and see whether the indicators of public services are running well.
“If the Public Service Mall has been inaugurated and the service functions are carried out by the regents, but public satisfaction has not increased, it means there is something wrong,” he said.
He revealed that he himself had directly reviewed several MPPs that had been inaugurated online. He encouraged each region to fulfill the MPP requirements and indicators.
“So that what we inaugurate can carry out its function well. We hope that in the future it can function well,” he said.
For information, from the results of MPP performance monitoring in 2023, there are several obstacles found in the implementation of MPP.
Due to this, regional governments are recommended to be more proactive in involving various vertical agencies in the implementation of public services through MPP.
