ANALYSIS OF INTERNAL FACTORS AFFECTING THE IMPLEMENTATION OF A MATURITY RATING POLICY IN THE HEALTHCARE PUBLIC SERVICE AGENCY OF INDONESIA

• Main Author: Indarto, Arifin
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/79681
• Institution: Institut Teknologi Bandung

Public service agency (PSA) was established to represent the Indonesian government in satisfying general needs. The main objective is to maintain highquality and sustainable services, even in economic instability, by relying on a combination of the state budget and generated revenue. However, the performance issue remains a subject of intense critique. The health sector, particularly during the COVID-19 pandemic, was considered inadequate in managing the surge of patients. The problem was primarily attributed to governance imperfections that encourage the adoption of transformation frameworks like the capability maturity model (CMM). Thus, the present study employs a case study methodology to assess the model's efficacy and aims to contribute insights for effective implementation. The research indicates that the governance of the PSA needs to be more reliable. This is supported by the discovery that many organisations urgently need to improve maturity levels. Regardless of those findings, the CMM is proven to uncover business process deficiencies. Also, this study reveals internal obstacles that threaten the adoption's success. The policy could be opposed primarily because it originated from an external source and involved coercive natures. They present a significant likelihood of resistance from management and employees. Hence, researching the internal factors that ensure policy success is crucial. Such studies hold significance not only for decision-makers seeking to enhance the effectiveness of CMM in attaining corporate objectives but also for policymakers seeking to enhance future policies