DISAIN DAN INSTRUMEN PENILAIAN BEST PRACTICES PELAYANAN PUBLIK PEMERINTAH DAERAH DI ERA OTONOMI DAERAH
##plugins.themes.bootstrap3.article.main##
Abstract
Decentralization is expected to bring about better public services for local citizens. Some regions have proved that they are able to provide better services to their citizens through decentralization. Several of them have even been able to produce innovations in the form of prime public services in certain fields. These widely known prime public services lead to the emergence of public service ‘best practices’ in some regions. The question is how to judge that the service delivery in a region can be categorized into a best practice. This article tries to convey some theoretical and practical design and instrument for evaluating whether or not the local services can be acknowledged as ‘best practices’. Thus in the future, there will be an objective guideline to evaluate ‘best practice’ services by using certain standardized term of reference.
##plugins.themes.bootstrap3.article.details##
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
DeVrey, Catherine. 1994. Good Service is Good Business, 7 Simple Strategies for Success,
Competitive Edge Management Series, AIM.
Dwiyanto, dkk. 2004. Reformasi Tata Pemerintahan dan Otonomi Daerah. Yogyakarta: Pusat
Studi Kependudukan dan Kebijakan UGM.
Frederickson, H.G. 1997. The Spirit of Public Administration. San Francisco: Jossey-Bass
Publishers.
Gedeona, Hendrikus. 1998. Kinerja Pelayanan PDAM Jaya Jakarta, (Skripsi). Yogyakarta:
FISIP UGM.
Kepmenpan No.63 Tahun 2003 tentang Pedoman Penyelenggaraan Pelayanan Publik
Komariah, Yuyu. 2006. Benchmarking for Best Practices untuk Meningkatkan Kinerja Organisasi
Sektor Publik: Sebagai Alternatif Tradisi Kunjungan Pejabat Legislatif dan Eksekutif. Jurnal
Ilmu Administrasi STIA LAN Bandung, Vo.3 No.4, Desember 2006, Bandung.
Ratminto & Atik Septi Winarsih. 2006. Manajemen Pelayanan. Yogyakarta: Pustaka Pelajar.
Sinambela, Poltak Lijan. 2006. Reformasi Pelayanan Publik: Teori, Kebijakan dan Implementasi.
Jakarta: Bumi Aksara.
Steve Leach. 1996. The Dimensions of Analysis: Governance, Markets and Community. In:
Leach, S., et al, Enabling or Disabling Local Government, Choices for the Future.
Buckingham-Philadelphia: Open University Press, p 3.
UU No.22 Tahun 1999 tentang Penyelenggaraan Pemerintahan Daerah
UU No.32 Tahun 2004 tentang Penyelanggaraan Pemerintahan Daerah
Viljoen, Jhon. Strategic Management: Planning and Implementing Successful Corporate
Strategies (Second Edition). Melbourne: Addison Westley Logman Australia.
Zeithaml, V. A., et al. 1990. Delivery Quality Service, Balancing Customer Perceptions. New
York: The Free Press, A Division of Macmillan, Inc.