EVALUATION OF THE EFFECTIVENESS OF BUREAUCRATIC SYSTEMS IN PROVIDING PUBLIC SERVICES: USER AND BENEFICIARY PERSPECTIVE
Keywords:
Evaluation, Efficiency, System Bureaucracy, Public Service, User Perspective and BeneficiariesAbstract
The study examines the effectiveness of bureaucratic systems in the provision of public services from two main perspectives: service users and beneficiaries. The study aims to evaluate the extent to which the bureaucracy system meets the needs and expectations of the two related groups, analyzes the factors that contribute to the efficiency and efficiency of public service, and identifies strategies to improve the quality of service. The method used in this research is literature. The results show that the satisfaction of users and beneficiaries of public services is influenced by several key factors, including accessibility of services, efficiency of bureaucratic processes, transparency and accountability, as well as the quality of interaction between service providers and the public. Although improvements have been made in some aspects of the service, the study identifies critical areas that need reform and innovation, such as improved technology integration into the service process, training and development of competence of bureaucracy apparatus, and improved public participation mechanisms in policymaking.
Downloads
References
Adi, R. (2021). Metodologi penelitian sosial dan hukum. Yayasan Pustaka Obor Indonesia.
Andrews, R., & Entwistle, T. (2010). Does cross-sectoral partnership deliver? An empirical exploration of public service effectiveness, efficiency, and equity. Journal of public administration research and theory, 20(3), 679-701.
Andrews, R., & Van de Walle, S. (2013). New public management and citizens' perceptions of local service efficiency, responsiveness, equity and effectiveness. Public Management Review, 15(5), 762-783.
Andrews, R., Beynon, M. J., & Genc, E. (2017). Strategy implementation style and public service effectiveness, efficiency, and equity. Administrative Sciences, 7(1), 4.
Anwaruddin, A. (2006). Transformasi Kepemimpinan Birokrasi. Jurnal Borneo Administrator, 2(2).
Arifuddin, N. (2021). Bureaucratic Arrangement in the Government Administration Process Towards the Concept of Public Service Based on Good Governance. Lambung Mangkurat University.
Bigsby, E., Cappella, J. N., & Seitz, H. H. (2013). Efficiently and effectively evaluating public service announcements: Additional evidence for the utility of perceived effectiveness. Communication monographs, 80(1), 1-23.
Bullock, J., Young, M. M., & Wang, Y. F. (2020). Artificial intelligence, bureaucratic form, and discretion in public service. Information Polity, 25(4), 491-506.
Bungin, B. (2001). Metodologi penelitian kualitatif.
Chen, B. (2008). Assesing interorganizational networks for public service delivery: A process- perceived effectiveness framework. Public Performance & Management Review, 31(3), 348-363.
Christensen, T., & Lægreid, P. (2011). Democracy and administrative policy: Contrasting elements of New Public Management (NPM) and post-NPM. European political science review, 3(1), 125-146.
Denhardt, J. V., & Denhardt, R. B. (2015). The new public service revisited. Public Administration Review, 75(5), 664-672.
Fishbein, M., Hall-Jamieson, K., Zimmer, E., Von Haeften, I., & Nabi, R. (2002). Avoiding the boomerang: Testing the relative effectiveness of antidrug public service announcements before a national campaign. American journal of public health, 92(2), 238-245.
Gaynor, A. K. (2012). Bureaucratic theory. In Analyzing Problems in Schools and School Systems (pp. 39-52). Routledge.
Hartoko, S. (2020). Condition of the Bureaucracy Public Services Before and During Covid-19 at The Districts Pujon Malang. International Journal of Innovative Science and Research Technology, 5(11), 140.
Kuswati, Y., Kusmayadi, D., & Hartati, T. (2023). The Role of Bureaucracy on the Effectiveness of Public Services. International Journal of Social Science and Human Research, 6(02), 1047-1052.
Kuswati, Y., Kusmayadi, D., & Hartati, T. (2023). The Role of Bureaucracy on the Effectiveness of Public Services. International Journal of Social Science and Human Research, 6(02), 1047-1052.
Majid, M., Samad, S., Tazilah, M. D. A. K., Sudarmoyo, N. F., & Hanaysha, J. R. (2019). Human capital, service delivery and public service effectiveness and efficiency: A preliminary study. International Journal of Business and Technology Management, 1(1), 35-45.
Meisenbach, R. J., & Jensen, P. R. (2017). Bureaucratic theory. The International Encyclopedia of Organizational Communication, 1-13.
Mittal, P. (2020, October). Impact of digital capabilities and technology skills on effectiveness of government in public services. In 2020 international conference on data analytics for business and industry: Way towards a sustainable economy (ICDABI) (pp. 1-5). IEEE.
Moleong, L. J. (2007). Metodologi penelitian kualitatif. Bandung: PT Remaja Rosdakarya, 103. Mustafa, D., Farida, U., & Yusriadi, Y. (2020). The effectiveness of public services through E- government in Makassar City. International Journal of Scientific & Technology Research,
9(1), 1176-1178.
Mustafa, D., Farida, U., & Yusriadi, Y. (2020). The effectiveness of public services through E- government in Makassar City. International Journal of Scientific & Technology Research, 9(1), 1176-1178.
Pedrosa, G. V., Kosloski, R. A., Menezes, V. G. D., Iwama, G. Y., Silva, W. C. D., & Figueiredo,
R. M. D. C. (2020). A systematic review of indicators for evaluating the effectiveness of digital public services. Information, 11(10), 472.
Rahmawaty, C., Putri, D. M., Lawelai, H., Nastia, N., & Sadat, A. (2022). Sub-District Government Bureaucracy and Public Services Performance During the COVID-19. Journal of Social Politics and Governance (JSPG), 4(1), 54-66.
Rohilie, H. F. (2015). Merancang Masa Depan Reformasi Birokrasi Pemerintah Daerah Sebagai Upaya Menciptakan Birokrasi Yang Responsif. Jurnal Transformative, 1(2), 123-133.
Rohmat, A., & Elisanti, E. (2021). Analysis of Public Services to Bureaucracy Changes in the Covid-19 Pandemic Era. Spirit Publik: Jurnal Administrasi Publik, 16(2), 161-172.
Sadat, A., & Andika, R. (2022). Bureaucracy Capacity of Local Governments for the Implementation of Public Services: a Literature Study. Jurnal Studi Ilmu Pemerintahan, 3(1), 19-26.
Shi, J., Dai, X., Duan, K., & Li, J. (2023). Exploring the performances and determinants of public service provision in 35 major cities in China from the perspectives of efficiency and effectiveness. Socio-Economic Planning Sciences, 85, 101441.
Soekanto, S. (2007). Penelitian hukum normatif: Suatu tinjauan singkat.
Syah, A. F. (2023). IMPLEMENTATION OF NEW PUBLIC MANAGEMENT IN IMPROVING BUREAUCRACY REFORM IN THE PUBLIC SERVICES SECTOR
IN GOVERNMENT AGENCIES. The Sunan Ampel Review of Political and Social Sciences, 2(2), 129-141.
Ting, M. M. (2003). A strategic theory of bureaucratic redundancy. American Journal of Political Science, 47(2), 274-292.
Tohirin, A., Yohanes, Y., & Patriani, I. (2024). Government Bureaucracy Performance in Public Services at the Jangkang Satu Village Office Kubu District Kubu Raya Regency. International Journal of Education, Vocational and Social Science, 3(01), 260-275.
Werb, D., Mills, E. J., DeBeck, K., Kerr, T., Montaner, J. S., & Wood, E. (2011). The effectiveness of anti-illicit-drug public-service announcements: a systematic review and meta-analysis. J Epidemiol Community Health, 65(10), 834-840.
Yasmeardi, F., Rizke, D., & Loupias, H. H. (2019). The role of bureaucracy in improving public service. In Proceedings International Conference on Social Science-ICOSS (Vol. 1, No. 1, pp. 1-10).
