Governance and Policy in Public Service Institutions: Performance Analysis of DPMPTSP North Kalimantan, Indonesia

DOI

10.2991/978-2-38476-545-4_86How to use a DOI?

Keywords

Governance; Public Service; Bureaucratic Reform; One-Stop Integrated Service (PTSP)

Abstract

Public service delivery remains a persistent challenge in Indonesia, particularly in licensing services that are often perceived as complex, time-consuming, and lacking transparency. To address these issues, the government has introduced the One-Stop Integrated Service (Pelayanan Terpadu Satu Pintu/PTSP) system as part of a broader bureaucratic reform agenda. This study aims to analyze the performance of the Investment and One-Stop Integrated Services Office (DPMPTSP) of North Kalimantan Province, Indonesia’s youngest province and a strategic frontier region, by employing Dwiyanto’s (2012) performance framework which includes productivity, service quality, responsiveness, responsibility, and accountability. The research adopted a descriptive qualitative design, utilizing interviews with key informants, document analysis, and direct observation as the main data collection techniques. Data were analyzed through the interactive model of Miles, Huberman, and Saldana, supported by triangulation and member checking to ensure credibility. The findings reveal a paradoxical situation in which North Kalimantan successfully achieved investment realization far exceeding official targets—Rp 32.1 trillion in 2024 against a Rp 13 trillion target—while public service quality remains below expectations. The Community Satisfaction Index (IKM) reached 85%, indicating moderate approval, but complaints persist regarding timeliness, clarity of information, and staff competence. Furthermore, responsiveness in handling public grievances remains weak, and inconsistencies in applying Standard Operating Procedures (SOPs) undermine institutional responsibility. Although administrative accountability is relatively strong, substantive accountability is weakened by informal charges and non-transparent cost structures. In conclusion, the study highlights that despite notable achievements in attracting investment, DPMPTSP has yet to realize the full potential of PTSP reforms. Strengthening institutional integration, accelerating digital transformation, enhancing staff capacity, and reinforcing accountability mechanisms are essential to ensure effective governance and sustainable regional development.

Copyright

© 2026 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.

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TY  - CONF
AU  - Andi Surya Cipta
AU  - A. M. Rusli
AU  - A. Lukman Irwan
PY  - 2026
DA  - 2026/03/13
TI  - Governance and Policy in Public Service Institutions: Performance Analysis of DPMPTSP North Kalimantan, Indonesia
BT  - Proceedings of the World Conference on Governance and Social Sciences 2025 (WCGSS 2025)
PB  - Atlantis Press
SP  - 1248
EP  - 1270
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-545-4_86
DO  - 10.2991/978-2-38476-545-4_86
ID  - Cipta2026
ER  -