Beyond Bureaucracy: Applying Dynamic Governance for Citizen-Centric Service Delivery in Magelang City

DOI

10.2991/978-2-38476-517-1_11How to use a DOI?

Keywords

Dynamic governance; collaborative governance; citizen-centric service

Abstract

Public sector reform increasingly acknowledges the necessity to progress beyond conventional bureaucratic frameworks towards more flexible, citizen-oriented governance. This research investigates the implementation of dynamic governance principles within a local public service initiative called “Si Bulan” (Ibu Pulang Bawa Akta Kelahiran) in Magelang City, Indonesia. Initiated in 2020 to accelerate the issuance of birth certificates for infants, the Si Bulan program serves as a model for cooperative, cross-sector service delivery aimed at enhancing efficiency and inclusivity. Employing a qualitative case study methodology, we conducted comprehensive interviews with nine pivotal stakeholders, performed field observations, and engaged in document analysis to explore how the foundational principles of dynamic governance Thinking Ahead, Thinking Again, and Thinking Across were incorporated into the program’s design and execution. Findings reveal that Magelang City proactively forecasted policy requirements (Thinking Ahead), engaged in ongoing learning and iterative enhancements (Thinking Again), and cultivated multi-actor collaborations (Thinking Across) to guarantee that every newborn receives a legal identity document prior to hospital discharge. The initiative substantially reduced service turnaround time from approximately five days to one day, achieving universal birth registration coverage by 2023. The effective collaborative governance involving 16 partner health facilities and the national health insurance agency was instrumental in this achievement. This study provides innovative perspectives on sustaining public sector innovation through adaptive governance: robust leadership, formalized collaboration, and institutionalization were essential in addressing resource and technical obstacles. These findings contribute to public administration theory by linking dynamic governance concepts with collaborative governance and co-production in service innovation, while offering practical insights for developing citizen-centric services that are both resilient and responsive.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

TY  - CONF
AU  - Anton Purwadi
AU  - Natta Sanjaya
AU  - Sigid Widyantoro
AU  - Raytanza Iswadinata
PY  - 2025
DA  - 2025/12/24
TI  - Beyond Bureaucracy: Applying Dynamic Governance for Citizen-Centric Service Delivery in Magelang City
BT  - Proceedings of the Borobudur Conference on Public Administration (BCPA 2025)
PB  - Atlantis Press
SP  - 130
EP  - 139
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-517-1_11
DO  - 10.2991/978-2-38476-517-1_11
ID  - Purwadi2025
ER  -