JurnalPost.com -- Public service is one of the most tangible forms of government presence in the daily lives of citizens. From obtaining national identity cards and accessing healthcare to enrolling children in school and completing various administrative tasks, almost every citizen has had to navigate government bureaucracy.
In this process, the public naturally expects services that are fast, easy, transparent, and straightforward. However, this expectation does not always align with reality. Vague requirements, complex procedures, and uncertainty regarding completion times remain persistent issues in the delivery of public services.
It is not uncommon for citizens to have to visit service offices more than once simply because the information they received was incomplete. Others may find themselves confused by the stages of administrative processing because the service guidelines are difficult to understand.
Such conditions demonstrate that bureaucratic issues are not merely about document completeness. Behind every convoluted procedure, there is a cost in terms of the time, energy, and money that citizens must sacrifice.
In my view, public services should be designed to simplify the lives of citizens, not to make it difficult for them to meet their administrative needs.
Public Service Is More Than Just Processing Paperwork
The success of public service cannot be measured solely by the number of documents issued, the number of counters available, or the service applications launched by the government.
What is far more important is how the public experiences the service process. Are the requirements easy to understand? Are the costs and completion times clear? Do officials provide information openly? And does every citizen receive equal treatment?
These questions should form the basis for evaluating every public service agency.
Legally, the provision of public services has a clear foundation through Law Number 25 of 2009 concerning Public Services. This regulation governs the fulfillment of public needs for goods, services, and administrative assistance provided by public service agencies.
The law also emphasizes the importance of service standards as a reference for providers and a guarantee of certainty for the public.
This means that citizens have the right to know the requirements, procedures, estimated completion times, costs or tariffs, and the applicable complaint mechanisms.
This information should not merely be contained in internal agency documents. The government must ensure that every provision is easily accessible and understandable to the public.
When service information is communicated openly, citizens can prepare their requirements from the start. Conversely, unclear procedures have the potential to cause misunderstandings, uncertainty, and even inconsistent service treatment.
Bureaucracy Must Prioritize the Public Interest
The provision of public services cannot be separated from the principles of good governance.
Law Number 30 of 2014 concerning Government Administration regulates the General Principles of Good Governance (AUPB), which include legal certainty, utility, impartiality, accuracy, openness, public interest, and good service, among other principles in accordance with statutory regulations.
These principles should serve as a guide for every government official in exercising their authority.
For example, the principle of legal certainty demands clarity regarding service procedures and provisions. Meanwhile, the principle of openness requires providers to supply information that is accessible to the public in accordance with applicable regulations.
The same applies to the principle of impartiality. Every citizen should receive equal opportunity and treatment without discrimination based on social background, economic status, or personal connections.
A good bureaucracy is not one with the most procedures, but one capable of executing rules in an orderly manner without ignoring the needs of the public.
Therefore, simplifying procedures is a crucial step, provided it remains consistent with legal requirements, accountability, and administrative security.
Digitalization of Services Should Not Create New Difficulties
Technological advancements offer a great opportunity to improve the quality of public services.
Through electronic administration systems, citizens can submit applications, upload requirements, obtain information, and monitor service progress without always having to visit government offices.
Digitalization also has the potential to reduce queues, accelerate administrative processes, and increase transparency.
However, in my opinion, the success of digital transformation should not be judged solely by the number of applications successfully developed.
The government needs to consider whether these applications are truly user-friendly and accessible to all segments of society.
The reality is that the public's ability to utilize technology is not uniform. Some elderly citizens may require assistance. People in areas with limited internet access may also face obstacles when all service processes are mandated to be online.
If these conditions are not addressed, digitalization risks creating new forms of difficulty.
Therefore, face-to-face services or alternative support channels remain essential to be provided according to the needs of the public.
Technology should be a means to expand access to services, not an excuse to reduce the opportunities for citizens to obtain their rights.
Public Complaints Must Be Used for Improvement
Another issue of equal importance is how the government responds to public complaints.
In practice, not all service obstacles can be resolved simply by improving written procedures. Some issues relate to official communication, delays in completion, or a lack of explanation regarding why an application has not yet been processed.
Therefore, a complaint mechanism must be an essential part of public service delivery.
Citizens need access to complaint channels that are easy to find, simple to use, and have clear follow-up mechanisms.
Complaints should not be viewed as a nuisance or a threat to an agency's image. On the contrary, public feedback can provide insight into which parts of the service still require improvement.
The government also needs to conduct periodic evaluations of incoming complaints. If a problem persists, service providers must investigate the cause and determine the necessary corrective steps.
On the other hand, the improvement of human resources cannot be ignored. Service officials need to understand operational standards, possess good communication skills, and demonstrate a polite and professional attitude when serving the public.
This is because good service is not just about how fast a document is completed, but also about how the public is treated during the process.
Restoring the Primary Purpose of Bureaucracy
Ultimately, the improvement of public services must stem from the awareness that bureaucracy was formed to serve the public interest.
The government needs to continuously evaluate inefficient procedures, ensure information transparency, provide options for service access, and strengthen oversight of the implementation of service standards.
Change does not always have to start by forming new institutions or developing additional applications. Simple steps such as clarifying requirements, providing time certainty, improving official communication, and following up on complaints can also provide tangible benefits.
As a law student, I view that legal certainty and ease of service should go hand in hand. Rules are indeed necessary to maintain administrative order, but their application must not lose sight of the primary goal: to provide benefits and protection for the public.
Good governance is not sufficiently demonstrated through performance reports or administrative achievements alone. Its success must also be reflected in the experience of citizens when dealing directly with government services.
Citizens should not be made to struggle just to obtain services that are their right. Ultimately, bureaucracy exists to help citizens resolve their affairs, not to add new problems.
References
Republic of Indonesia. Law Number 25 of 2009 concerning Public Services. https://peraturan.bpk.go.id/Details/38748/uu-no-25-tahun-2009
Republic of Indonesia. Law Number 30 of 2014 concerning Government Administration. https://peraturan.bpk.go.id/Details/38695/uu-no-30-tahun-2014
About the Author
Rivaldy Raffi Ramadhani is a student in the Law Study Program (P2K class) at Universitas Muhammadiyah Surabaya. He has an interest in the fields of state administrative law, government governance, public policy, and improving the quality of service to the public.
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