February 21, 2024

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Expanding Access to Indonesia’s Public Services

Organising Public Service Malls (MPP) in Indonesia represents an innovative approach to achieving more equitable and improved public services. Implementing MPP in Indonesia has significantly and positively impacted community public service performance. MPP integrates public services provided by ministries, agencies, provincial and municipal/regional governments, state-owned enterprises, regional-owned enterprises, and private entities, all in a unified location. This initiative aims to enhance the speed, convenience, accessibility, comfort, and security of services, ultimately contributing to global competitiveness and facilitating business operations in Indonesia.

Image credits: menpan.go.id

The legal basis for establishing MPP is governed by the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 23 of 2017 regarding implementing Public Service Malls. This regulation is further strengthened by the Presidential Regulation of the Republic of Indonesia Number 89 of 2021 on implementing Public Service Malls.

To reinforce and expand the MPP initiative in Indonesia, 39 regions are prepared to offer integrated, convenient, and fast services through Digital MPP. The national count of Digital MPP locations has now increased to 60 pilot projects. It is hoped that these selected regions will uphold their commitment to leveraging Digital MPP in the future.

The assistant Deputy for Public Service Digital Transformation at the Ministry of PANRB, Yanuar Ahmad, emphasised the serious oversight of Digital MPP implementation across various regions by the Minister of PANRB. The directives given are particularly stringent, especially for inactive regions. “Failure to commit to utilising Digital MPP may result in reevaluating their status as Digital MPP locations,” he asserted.

The selection of regions as Digital MPP locations involves a process where 115 regional leaders have proposed the utilisation of Digital MPP to the Ministry of PANRB. The selection process includes an assessment of the readiness for Digital MPP implementation, focusing on regions that have already planned the establishment of MPP.

Yanuar explained that in November 2023, 115 regional leaders submitted requests to utilise Digital MPP. The evaluation process considered several reference variables, such as Digital Population Identity (IKD) and the Human Resources Information System for Health (SISDMK). Additionally, the readiness for physical MPP construction was taken into account. Subsequently, 39 districts and cities were designated as new Digital MPP locations.

The selected regions include Soppeng District, Pasuruan City, Bantaeng District, Sawahlunto City, Purworejo District, Morowali District, Wonogiri District, Pemalang District, Banjarbaru City, Hulu Sungai Utara District, Palopo City, Way Kanan District, Banjar City, Bangli District, Muaro Jambi District, Temanggung District, Penukal Abab Lematang Ilir District, Sabang City, Barito Utara District, Jombang District, and Kotawaringin Barat District.

Furthermore, there are Kapuas District, Cianjur District, Dharmasraya District, Hulu Sungai Tengah District, Tojo Una Una District, Lampung Timur District, Bintan District, Ponorogo District, Tegal City, Gowa District, Sukabumi City, Bangka Barat District, Pesisir Barat District, Tanggamus District, Morowali Utara District, Lampung Barat District, Banggai Laut District, and Jembrana District.

It is worth noting that the soft launch of the Digital MPP took place in June 2023 by Vice President KH Ma’ruf Amin, and it has been operational in 21 regions. During this event, Yanuar envisioned regions already implementing MPP could learn best practices and adopt new features of the Digital MPP platform.

“For regions that are not yet active, it is recommended to enhance and improve the performance of Digital MPP management promptly,” he added. The hybrid event also included a Digital MPP Technical Guidance. Siti Rafika Amalia Dina, the analyst for Public Complaints at the Ministry of PANRB, highlighted the significance of Digital MPP as an integrated digital service. Several key features of Digital MPP were outlined, including service application submission, service tracking, connection with service complaints, user service profiles, and notifications.

Integrating Digital MPP with Digital Population Identity (IKD) and the Human Resources Information System for Health (SISDMK) demonstrates a cohesive and efficient ecosystem. Additionally, the opportunity for regions without physical MPP to participate through Digital MPP reflects an inclusive and adaptable approach to public service solutions in the digital era.

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