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Indonesia’s Roadmap for an Agile Digital Bureaucracy

Goals, objectives, and indicators have been refined in the Bureaucratic Reform (RB) Road Map 2020–2024. The government honed the focus from “Good and clean government” to “Clean, effective and competitive bureaucracy to encourage national development and public services” resulting in the Road Map RB 2020-2024.

The overarching purpose is to improve areas of governance that have not materially aided in the progress of national development thus far. Corruption remains a severe problem, public services are subpar, and the government is falling behind other countries.

“The strategy that will be used to address this issue is to encourage the creation of a digital bureaucracy that is agile, collaborative, and accountable, supported by a performance-oriented and service-oriented bureaucratic culture, as well as more professional ASN individuals,” said Erwan Agus Purwanto, the Deputy for Bureaucratic Reform, Apparatus Accountability and Oversight at the Ministry of Administrative Reform and Bureaucratic Reform (PANRB) in Jakarta.

After being refined, the strategic aims of RB are broken down into hard elements and soft elements in the 2020-2024 RB Road Map. Developing efficient, adaptable, and cooperative digital governance is the hard component. While the bureaucratic culture of the AKHLAK (Service Oriented, Accountable, Competent, Harmonious, Loyal, Adaptable, and Collaborative) public employees (ASNs) is the soft factor.

Erwan explained that the sharpened 2020-2024 RB Road Map also regulates the main activities of the RB. Therefore, we are no longer associated with the eight areas of change but will focus on implementing acceleration activities to accelerate the digital bureaucracy’s realisation.

According to PANRB Ministerial Regulation No. 3/2023, “Amendments to PANRB Ministerial Regulation No. 25/2020, “Bureaucratic Reform Road Map for 2020–2024”, “double track” is introduced to sharpen the 2020–2024 RB Road Map. Upstream problem-solving is referred to as RB General, whereas downstream problem-solving is referred to as RB Thematic.

The RB’s ‘double track’ approach is meant to speed up the settlement of upstream (governance difficulties inside the internal bureaucracy) and downstream (societal, non-agency-related, national development priority agenda) concerns.

After being fine-tuned, the 2020-2024 RB Road Map should be able to respond to future bureaucratic difficulties like Covid-19 and the global economic crisis. The impending emergency calls on the government to immediately and radically alter the structure and operation of the bureaucracy. Achieving national development goals would be a top priority for the new bureaucratic reform road plan, he promised.

Indonesia’s digitalisation efforts have been better. The satisfaction growth with government-run platforms is a sign of this. For instance, 73.7% of those who use the National Public Service Complaint Management System (SP4N-LAPOR!) are happy with the service they receive. In 2022, when the research was done, 1,123 persons participated.

According to data collected nationwide, the average response time for an ‘SP4N-LAPOR!’ complaint is 6.1 days. Surabaya’s municipal administration is one of the quickest in Indonesia at responding to complaints, requiring only 0.6 business days, or about 2 hours. The provincial administration of East Java processed 6,160 reports in 2022, with 97% receiving follow-up. More than 90% (35 out of 39) of districts/cities in East Java have some action plan, and the SP4N-LAPOR Administration has issued a Decree to all East Javan provinces and municipalities.

On the other hand, Ismail, the Ministry of Communication and Informatics’ Director General of Resources and Equipment of Post and Information Technology (SDPPI) revealed that Indonesia is maximising technology by guaranteeing an adequate digital connection and cooperating with the private sector and the community. The government of the Republic of Indonesia is dedicating significant resources to advancing this technology so that its inhabitants might benefit from it.


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