BUILDING STANDARD OF SERVICE TOWARD AN EXCELENT SERVICE (The Best Practice at the Integrated Licensing Unit of Board of Investment in East Java Province Government)

By

Rudy Handoko 

Faculty of Social and Political Sciences, Universitas 17 Agustus 1945  Surabaya

Abstract

This paper discusses the standard of the public services of the East Java Province Government in the era of autonomy under the perspective of service quality improvement. Specifically, it is about the formation of license standard at Technical Service Unit of Integrated Licensing Service (UPT P2T) of the Capital Investment Board in its effort to improve the investment and economic growth. Public service standard is an important instrument to improve the quality of public services since it enables us to measure and evaluate the implementation of the services. In addition, by being able to evaluate the services it will contribute in gaining the standard improvement as the people need and want.  The standard of public services is a tool for both  providers and users to dialogue and the same it was the product of the dialogue itself according to new public service perspective. Standard of service that is able to answer the user’s need is a realization of democratic, transparent, and qualified service.

Abstract

This paper discusses the standard of the public services of the East Java Province Government in the era of autonomy under the perspective of service quality improvement. Specifically, it is about the formation of license standard at Technical Service Unit of Integrated Licensing Service (UPT P2T) of the Capital Investment Board in its effort to improve the investment and economic growth. Public service standard is an important instrument to improve the quality of public services since it enables us to measure and evaluate the implementation of the services. In addition, by being able to evaluate the services it will contribute in gaining the standard improvement as the people need and want.  The standard of public services is a tool for both  providers and users to dialogue and the same it was the product of the dialogue itself according to new public service perspective. Standard of service that is able to answer the user’s need is a realization of democratic, transparent, and qualified service.

Key words: Standard of Public Service, Public Service Quality