Public Service Satisfaction Index Survey in Yogyakarta City

30 August 2013 | admin
Project At Glance
Country Indonesia
Region Yogyakarta City
Name of Client Organization Division, Regional Secretariat of Yogyakarta City
Address Pemerintah Kota Yogyakarta Jl. Kenari, Komplek Balaikota, Yogyakarta
Duration of Assignment 6 months
Start Date March 2013
Completion Date August 2013
Prinsipal Investigator Dr. Agus Heruanto Hadna, M.Si.
Principal Investigator (Not on the list)
Research Team Triyastuti Setianingrum, SIP., M.Sc., Sumini, S.Si., M.Sc., Yam'ah Tsalatsa Abritaningrum, S.IP, M.P.A.
Research Team (not on the list)
Profiles of Professional Staff Provided by The Center Demography Specialist, Public Policy Specialist, Public Administration Specialist

Public service is a crucial issue and goal of state governance. How the government provides public services is the yardstick of government performance. Public Service Satisfaction Index is one of the instruments in the improvement or reform the bureaucracy. Through Keputusan Menpan No. 25/KEP/M.PAN/2/2004, the General Guidelines for Preparation of Public Service Satisfaction Index in Government Agencies. There are 14 indicators of organization performance measurement, such as service procedures, terms of service, clarity of service personnel, service personnel discipline, liability of service personnel, service personnel capabilities, speed of service, justice get service, courtesy and hospitality of service personnel, and the reasonableness of cost of service, and so forth. CPPS-GMU worked in collaboration with Yogyakarta City Government to carry out an IKM Utility survey with 10 service units. This survey included several Regional Apparatus Task Forces of Yogyakarta City Government such as Housing and Regional Infrastructure Office, Yogyakarta City Environment Board, Transportation Office, Community Protection and Fire Fighting Office, Dinas Ketertiban, Social Office, Employment and Transmigration Office, Child Institution “Wiloso Projo”, Nursing Home “Budi Darma”, and “Tirtamarta” Water Local Company.

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