The Implementation of Good Governance in Improving the Quality of Public Services in Bogor City

Abstrak

The Bogor City Government continuously strives to undertake fundamental transformations in governance through the internalization of good governance principles as the primary driver for improving the quality of public services. This research aims to holistically and comprehensively analyze the implementation of good governance pillars—specifically transparency, accountability, public participation, the rule of law, and efficiency/effectiveness—within the public service ecosystem in Bogor City, while simultaneously mapping the structural and cultural challenges that hinder the acceleration of service quality. Employing a qualitative research method with a case study approach, data were gathered through in-depth interviews with strategic stakeholders at the Department of Population and Civil Registration (Disdukcapil), the Department of Investment and One-Stop Integrated Services (DPMPTSP), the Regional Inspectorate, and the Department of Communication and Information (Diskominfo) of Bogor City. This was supplemented by direct field observations at the Grha Tatanan Parahita Public Service Mall (MPP) and an analysis of policy and performance documents (such as LAKIP and Mayor's Regulations). Research findings reveal that the implementation of good governance in Bogor City has reached a significant level of progress, characterized by the integration of cross-sectoral digital services through the Bogor Single Window (BSW) platform, the optimization of the MPP integrated service center, and complaint responsiveness mechanisms integrated with the national SP4N-LAPOR! system. However, the effectiveness of achieving excellent service standards is still hampered by disparities in citizen digital literacy, data interoperability constraints between agencies (bureaucratic silos), resistance to changes in civil servant mindset, and technological infrastructure limitations in outlying areas. This study formulates strategic recommendations including the reinforcement of the Electronic-Based Government System (SPBE) architecture, human resource capacity building oriented toward service excellence, and community-based digital literacy programs to bridge the accessibility gap.

Keywords: Good Governance, Public Services, Bogor City, Transparency, Accountability, Public Service Mall.