THE IMPLEMENTATION OF LAYANAN PENGADUAN WARGA PURWAKARTA (LA PEWARTA) AS AN EFFORT TO ENHANCE INFORMATION SERVICES AND COMMUNITY COMPLAINTS IN PURWAKARTA REGENCY (ENTREPRENEURIAL BUREAUCRACY PERSPECTIVE)

• Main Author: HERWIN NANDIHARDHIKA SADIKIN NIM: 24014012, EKA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/21894
• Institution: Institut Teknologi Bandung

Regional autonomy that is part of decentralized governance aims to create an established system of inter-regional power sharing where the central government can improve capacity, gain public support, and oversee the distribution of resources as fairly as possible. Another important goal of decentralization policy implementation is to encourage improved public services from local governments to their communities. Bureaucracy reform aims to realize good governance and improve public services. The Regional Government of Purwakarta Regency through the idea of its leader, H. Dedi Mulyadi, SH., Tried to innovate by establishing the Center for Information Services and Complaints Society (PLIPMAS – Pusat Layanan Informasi dan Pengaduan Masyarakat) and implement Purwakarta Citizens Service (La Pewarta – Layanan Pengaduan Warga Purwakarta), an online application based on short message service (SMS) meet the needs of information and public complaints. <br /> <br /> This study was conducted with the aim to gain an understanding of the implications of implementing La Pewarta on public services in Purwakarta District. The study used a qualitative approach to identify the linked networks of relationships and use the theoretical basis of Actor-Network Theory (ANT). With case study strategy the researcher collects complete information using various data collection procedures based on predetermined time. <br /> <br /> The results show that La Pewarta implementation has not been effective in improving public services. The network between the local government, La Pewarta, PLIPMAS, and the community is minimal, but shows a pattern that can lead to improvements in the public service system related to the need for information and complaints handling. Implementation of clear and measurable rewards and punishment systems, integrated internal control mechanisms, the formation of responsive units or rapid reaction in every regional device organization (OPD – Organisasi Perangkat Daerah), and active public participation are essential to improve government performance regions in providing services to the community. <br /> <br /> Keyword: entrepreneurial bureaucracy, bureaucracy reformation, public services, Purwakarta Regency. <br />