Post on 21-Jan-2016
Customized Public Service (CPS): Indonesian Experience on Innovating
Public Sector
Presented in the Korea-Indonesia Workshop on “New Paradigm of Government Services”, held by National Institute of Public Administration (NIPA)
and Korean Embassy
Jakarta, August 24, 2015
Dr. Tri Widodo W. Utomo, MADeputy Chairman for Innovation of Public Administration
National Institute of Public AdministrationRepublic of Indonesia
http://inovasi.lan.go.id
Contents
Prologue: Motto of the Nation1
Logical Framework2
Promoting Innovation in Indonesia3
GPS 1: Garbage Management4
GPS 2: Birth Certificate Service5
GPS 3: Health-care Services6
Concluding Remarks7
Prologue: Motto of the Nation
FACTS ABOUT INDONESIA
More than 17,000 islands; More than 300 ethnic groups
and local languages; 5 official religions and many
traditional beliefs; 3 time zones; Different historical
background on socio-political development, etc.
Being different is a compulsory for Indonesia !!
Logical Framework
“Single-track” vs “Multiple-track” of governance:o “Bhinneka Tunggal Ika” implies the differentiation (multiple-track) in any
aspect of governance;o However, during New Order period (1966-1998), government
management tends to be uniformed (single-track) lack of innovation within public sector.
From “One size fits all” to “Innovation-driven public services” movement:o Any type of government service and its procedures is encouraged to be
diversified based on specific needs, problems, objectives, etc.;o Expected benefits: 1) Accelerating process and broadening coverage; 2)
Strengthening service quality and performance; 3) Improving public satisfaction.
Promoting Innovation in Indonesia
POLICY LEVEL STRATEGYStipulating new Law on Local Government demanding
for innovation among regions and institutions
CULTURAL STRATEGYConducting yearly
competition and exhibition of innovation
TECHNICAL STRATEGYBuilding willingness and ability to innovate through training and advocacy; managing
innovation laboratory; creating champions of innovation in provincial level
CPS 1: Garbage Management
NORMAL STANDARD:
Government takes care of managing
garbage (from collecting to
recycling)
MALANG, EAST JAVA:
“Garbage Insurance /
Garbage Doctor” paying the doctor & health service with garbage.
DENPASAR, BALI:“Garbage ATM” putting garbage in
the machine, getting voucher to be exchanged with
cash.
CPS 1: Garbage Management … cont.
PALEMBANG, SOUTH
SUMATERA: Paying
kindergarten tuition fee with
Garbage.
SURABAYA, MALANG, RIAU,
SUMBAWA: Paying electricity bill with garbage.
GORONTALO:Employee who makes mistake
resulting in government losses,
pay the amends with garbage.
CPS 2: Birth Certificate Service
NORMAL STANDARD:
Birth certificate is free, should be administered no
later than 60 days after birth
(Law No. 24/2013).
BANYUWANGI, BANDUNG:
Birth certificate to be granted in
the hospital.
YOGYAKARTA:
Birth certificate to be granted in
the hospital together with
health insurance and family card.
MANY REGIONS:
“Mobile Population
Register Service” delivering service for
remote areas on regular basis.
CPS 3: Health-care Services
NORMAL STANDARD:
Government builds health center in
the town and delivers service to people who come
to the office.
MANY REGIONS:“Mobile Health
Clinic” delivering health-care service
for remote areas on regular basis.
KUTAI BARAT, EAST KALIMANTAN:
“Floating Health Clinic” serving
people live along & around the river
banks.
Concluding Remarks
Indonesia is on the right track to be “islands of innovation”;
Innovation returns Indonesians to the basic philosophy as a “country of diversity” with strong unity;
Innovation is proven to improve the quality of public sector and satisfaction of the people by promoting “customized public service”.
“NIPA, innovating the country”Thank You, Hamsa Hamnida, Terima Kasih …
Korea-Indonesia Workshop on “New Paradigm of Government Services”
Jakarta, August 24, 2015
National Institute of Public AdministrationRepublic of Indonesia
http://inovasi.lan.go.id