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Indonesia’s Public Service Malls Bettering Citizen Experience

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The Indonesian government has embarked on the endeavour to revolutionise public service by providing easy access for the community through the construction of Public Service Malls (Mal Pelayanan Publik or MPP). This represents an innovation aimed at digitalising public services. Each individual now has the opportunity to utilise a wide range of public services, including the issuance of identity cards, passports, business licences and the payment of taxes, among other offerings.

This advancement will ultimately lead to a reduction in bureaucracy and save substantial amounts of time for individuals. Furthermore, the public can obtain information about these services online and through the assistance of personnel stationed at the MPP.

According to Sriwijaya University Professor, drawing upon research on Digital Public Service, the digitisation of public services offers multifaceted advantages. The integration of digital technology has the potential to yield remarkable outcomes, including a staggering 50% reduction in service time and a significant 50% decrease in the allocated budget. Moreover, the implementation of digitalisation measures can result in a remarkable 60% enhancement in overall work efficiency.

The inauguration of the first MPP took place on Sumatra Island, in the presence of Abdullah Azwar Anas, the Minister for Administrative Reform and Bureaucratic Reform (PANRB). The MPP’s inception holds promising prospects as it has the potential to attract investments to the region, acting as a catalyst for robust economic growth. The resulting surge in investment is anticipated to generate increased employment opportunities, ultimately contributing to the alleviation of poverty.

In support of Minister Anas’ statement, Governor Arinal Djunaidi of Lampung expresses optimism about the MPP’s impact on enhancing the local economy. This is because the quality of public services significantly influences the interest of economic actors in making investments.

According to Governor Djunaidi, investors carefully evaluate whether the public services provided are efficient or not. Increased investment plays a vital role in expediting development processes, leading to economic growth that can yield a multiplier effect across various fundamental aspects such as healthcare, education, and social welfare. The MPP’s integration of technology, streamlined processes, and enhanced accessibility reinforces Indonesia’s commitment to building a prosperous and progressive nation.

Currently, the Public Service Malls are spread across four regions: South Lampung, North Lampung, Asahan, and Dumai City, totalling 119 locations across Indonesia. Anas is confident that the Public Service Malls have the potential to attract investments to the region, acting as magnets for economic growth. With increased investment, employment opportunities are expected to rise, ultimately leading to a reduction in poverty levels.

The services offered by the Mal Pelayanan Publik or MPP in various regions are as follows:

  • MPP in South Lampung Regency offers an extensive range of 228 integrated services and permits, encompassing contributions from 15 regional apparatuses and 12 vertical agencies, including state-owned enterprises and regional-owned enterprises.
  • MPP in North Lampung Regency supports 193 integrated services and permits, comprising 7 regional apparatuses and 47 services from 11 vertical agencies, including state-owned enterprises and regional-owned enterprises, with the aim of streamlining licensing and investment processes.
  • MPP in Asahan Regency provides an impressive selection of 442 service types from 22 agencies, conveniently situated on Jalan Jenderal Ahmad Yani in Kelurahan Sei Renggas Kisaran, North Sumatra.
  • MPP in Dumai City caters to the public with 106 services from 21 agencies, ensuring efficient and comprehensive service delivery.

Notably, services are transitioning from paper-based documentation to paperless processes, marking a significant advancement in service delivery. This improvement not only promotes an e-government approach but also paves the way for a more intelligent and efficient government model.


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