Customized Public Service (CPS): Indonesian Experience on Innovating

Public Sector

Presented in the Korea-Indonesia Workshop on “New Paradigm of Government Services”, held by National Institute of Public Administration (NIPA)

and Korean Embassy

Jakarta, August 24, 2015

Dr. Tri Widodo W. Utomo, MADeputy Chairman for Innovation of Public Administration

National Institute of Public AdministrationRepublic of Indonesia

http://inovasi.lan.go.id

Contents

Prologue: Motto of the Nation1

Logical Framework2

Promoting Innovation in Indonesia3

GPS 1: Garbage Management4

GPS 2: Birth Certificate Service5

GPS 3: Health-care Services6

Concluding Remarks7

Prologue: Motto of the Nation

FACTS ABOUT INDONESIA

More than 17,000 islands; More than 300 ethnic groups

and local languages; 5 official religions and many

traditional beliefs; 3 time zones; Different historical

background on socio-political development, etc.

Being different is a compulsory for Indonesia !!

Logical Framework

“Single-track” vs “Multiple-track” of governance:o “Bhinneka Tunggal Ika” implies the differentiation (multiple-track) in any

aspect of governance;o However, during New Order period (1966-1998), government

management tends to be uniformed (single-track) lack of innovation within public sector.

From “One size fits all” to “Innovation-driven public services” movement:o Any type of government service and its procedures is encouraged to be

diversified based on specific needs, problems, objectives, etc.;o Expected benefits: 1) Accelerating process and broadening coverage; 2)

Strengthening service quality and performance; 3) Improving public satisfaction.

Promoting Innovation in Indonesia

POLICY LEVEL STRATEGYStipulating new Law on Local Government demanding

for innovation among regions and institutions

CULTURAL STRATEGYConducting yearly

competition and exhibition of innovation

TECHNICAL STRATEGYBuilding willingness and ability to innovate through training and advocacy; managing

innovation laboratory; creating champions of innovation in provincial level

CPS 1: Garbage Management

NORMAL STANDARD:

Government takes care of managing

garbage (from collecting to

recycling)

MALANG, EAST JAVA:

“Garbage Insurance /

Garbage Doctor” paying the doctor & health service with garbage.

DENPASAR, BALI:“Garbage ATM” putting garbage in

the machine, getting voucher to be exchanged with

cash.

CPS 1: Garbage Management … cont.

PALEMBANG, SOUTH

SUMATERA: Paying

kindergarten tuition fee with

Garbage.

SURABAYA, MALANG, RIAU,

SUMBAWA: Paying electricity bill with garbage.

GORONTALO:Employee who makes mistake

resulting in government losses,

pay the amends with garbage.

CPS 2: Birth Certificate Service

NORMAL STANDARD:

Birth certificate is free, should be administered no

later than 60 days after birth

(Law No. 24/2013).

BANYUWANGI, BANDUNG:

Birth certificate to be granted in

the hospital.

YOGYAKARTA:

Birth certificate to be granted in

the hospital together with

health insurance and family card.

MANY REGIONS:

“Mobile Population

Register Service” delivering service for

remote areas on regular basis.

CPS 3: Health-care Services

NORMAL STANDARD:

Government builds health center in

the town and delivers service to people who come

to the office.

MANY REGIONS:“Mobile Health

Clinic” delivering health-care service

for remote areas on regular basis.

KUTAI BARAT, EAST KALIMANTAN:

“Floating Health Clinic” serving

people live along & around the river

banks.

Concluding Remarks

Indonesia is on the right track to be “islands of innovation”;

Innovation returns Indonesians to the basic philosophy as a “country of diversity” with strong unity;

Innovation is proven to improve the quality of public sector and satisfaction of the people by promoting “customized public service”.

“NIPA, innovating the country”Thank You, Hamsa Hamnida, Terima Kasih …

Korea-Indonesia Workshop on “New Paradigm of Government Services”

Jakarta, August 24, 2015

National Institute of Public AdministrationRepublic of Indonesia

http://inovasi.lan.go.id