Integrated Public Service Innovation in One Location: Case Study of Public Service Mall (MPP) Surabaya
Keywords:
Public service innovation, Public Service Mall, One Stop Service, Bureaucratic Reform, Surabaya
Abstract
This research examines the implementation of the Surabaya Public Service Mall (MPP) as an integrated public service innovation. Using a qualitative approach with case studies and library research methods, this research analyzes the formation process, characteristics, advantages, as well as the impacts and obstacles of MPP Surabaya. The research results show that MPP Surabaya has succeeded in integrating more than 600 types of services from 43 central and regional agencies in one location. MPP Surabaya's advantages include service integration, digitalization and automation, adequate supporting facilities, as well as speed and transparency of service. The resulting positive impacts include ease of access for the public, cost and time efficiency, and increased public trust in government institutions. However, the implementation of MPP Surabaya also faces obstacles in the form of communication challenges between agencies and technical problems on the server. This research concludes that MPP Surabaya has become a model of public service innovation which has resulted in a change in the bureaucratic paradigm to be more responsive to community needs.
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Van Dijk, J. A. G. M. (2006). Digital divide research, achievements and shortcomings. Poetics, 34(4-5), 221-235.
Widiarini, A. D., & Mulyawan, A. (2023, November 21). Punya 1.993 Layanan di Satu Tempat, MPP Kota Surabaya Dinobatkan Paling Prima Se-Indonesia. Kompas.com. Retrieved April 7, 2025, https://nasional.kompas.com/read/2023/11/21/16174291/punya-1993layanan-di-satu-tempat-mpp-kota-surabaya-dinobatkan-paling-prima.
West, Darrell M. 2004. "E-Government and the Transformation of Service Delivery and Citizen Attitudes." Public Administration Review, 64(1): 15-27.
Zinsky, W. P., Rusli, B., & Bekti, H. (2024). Inovasi Pelayanan Publik Pemerintah Kota Bekasi dalam Bentuk Kebijakan Mal Pelayanan Publik. PERSPEKTIF, 13(2), 515-522. 10.31289/perspektif.v13i2.11387
Ariyanti, A. D., Simanjuntak, J. H., & dkk. (2024). Analisis Implementasi Kebijakan Mal Pelayanan Publik di Indonesia. Jurnal Informatika Ekonomi Bisnis, 6(4).
Badan Perencanaan Pembangunan Kota Surabaya. (2023). Kajian Optimalisasi Kapasitas Mal Pelayanan Publik Surabaya. Surabaya: Bappeko.
Boardman, Anthony E., Greenberg, David H., Vining, Aidan R., dan Weimer, David L. 2018. Cost-Benefit Analysis: Concepts and Practice (5th ed.). Cambridge: Cambridge University Press.
Borins, Sandford. 2002. "Leadership and Innovation in the Public Sector." Leadership & Organization Development Journal, 23(8): 467-476.
Denhardt, R. B., & Denhardt, J. V. (2000). The New Public Service: Serving Rather than Steering. Public Administration Review, 60(6), 549-559.
Denzin, N. K., Lincoln, Y. S., & Denzin, N. K. (1994). Handbook of Qualitative Research (Y. S. Lincoln, Ed.). SAGE Publications.
Departemen Komunikasi dan Informatika. (2023). Indeks Literasi Digital Indonesia 2022. Jakarta: Kementerian Komunikasi dan Informatika.
Dinas Komunikasi dan Informatika Kota Surabaya. (2023). Laporan Survei Kepuasan Masyarakat terhadap Pelayanan Publik di Kota Surabaya. Surabaya: Pemkot Surabaya.
Direktorat Jenderal Administrasi Kependudukan. (2023). Pedoman Standar Pelayanan Mal Pelayanan Publik di Indonesia. Jakarta: Kementerian Dalam Negeri.
Dwiyanto, A. (2015). Reformasi Birokrasi Kontekstual: Kembali ke Jalur yang Benar. Yogyakarta: Gadjah Mada University Press.
Hartley, Jean. 2005. "Innovation in Governance and Public Services: Past and Present." Public Money & Management, 25(1): 27-34.
Heeks, R. (2001). Understanding e-Governance for Development. i-Government Working Paper Series, Paper No. 11. Manchester: Institute for Development Policy and Management.
Heeks, R., Foster, C., & Nugroho, Y. (2014). New models of inclusive innovation for development. Innovation and Development, 4(2), 175-185.
Hi'mah, L. L. (2021). Implementasi Kebijakan Mall Pelayanan Publik Untuk Meningkatkan Kualitas Pelayanan Publik (Studi Implementasi Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi No 23 Tahun 2017 Pada Pemerintah Kota Surabaya) [Skripsi]. Universitas Brawijaya.
Hillier, F. S., & Lieberman, G. J. (2021). Introduction to Operations Research (11th ed.). New York: McGraw-Hill Education.
Hood, Christopher. 1991. "A Public Management for All Seasons?" Public Administration, 69(1): 3-19. Kemshall, Hazel, dan Ross, Jason. 2000. "Partners in Evaluation: Modelling Quality in Partnership Projects." Social Policy and Administration, 34(5): 551-566.
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2022). Evaluasi Pelaksanaan Mal Pelayanan Publik di Indonesia. Jakarta: KemenPAN-RB.
Kemshall, Hazel, and Ross, Jason. 2000. "Partners in Evaluation: Modelling Quality in Partnership Projects." Social Policy and Administration, 34(5): 551-566.
Komisi Pemberantasan Korupsi. (2023). Studi Efektivitas Sistem Pelayanan Terpadu dalam Pencegahan Korupsi. Jakarta: KPK.
Kubicek, Herbert, dan Hagen, Martin. 2000. "One-Stop Government in Europe: An Overview." Dalam Martin Hagen dan Herbert Kubicek (eds.), One-Stop Government in Europe: Results from 11 National Surveys, Bremen: University of Bremen, 1-36.
Kurniawan, R. W., Handoko, B., Kusbandrijo, B. 2025. Tata Kelola Kolaboratif Mal Pelayanan Publik dalam Rangka Peningkatan Kualitas Pelayanan Publik di Kota Surabaya. Jurnal Bisnis dan Manajemen Terapan Asia (AJABM), 4(1), 273-292.
Mulgan, Geoff, dan Albury, David. 2003. Innovation in the Public Sector. London: Strategy Unit, Cabinet Office.
Muliawaty, L., & Hendryawan, S. (2020). Peranan e-government dalam pelayanan publik (studi kasus: Mal pelayanan publik Kabupaten Sumedang). Kebijakan: Jurnal Ilmu Administrasi, https://doi.org/10.23969/kebijakan.v11i2.2898 11(2), 45-57.
Nugraheni, S., & Supratiwi, M. (2023). Analisis Kesenjangan Digital dalam Implementasi e-Government di Mal Pelayanan Publik Surabaya. Jurnal Ilmu Administrasi, 20(1), 87-102.
Ombudsman Republik Indonesia Perwakilan Jawa Timur. (2023). Laporan Tahunan 2022. Surabaya: Ombudsman RI.
Osborne, Stephen P., dan Brown, Kerry. 2005. Managing Change and Innovation in Public Service Organizations. London: Routledge.
Osborne, S. P., & Brown, L. (2011). Innovation, Public Policy and Public Services Delivery in the UK: The Word That Would Be King? Public Administration, 89(4), 1335-1350.
Osborne, S. P., Radnor, Z., & Nasi, G. (2013). A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach. The American Review of Public Administration, 43(2), 135-158.
Osborne, Stephen P., and Brown, Kerry. (2005). Managing Change and Innovation in Public Service Organizations. London: Routledge.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Pratama, A. B., & Wicaksono, K. W. (2023). Efektivitas Mal Pelayanan Publik dalam Meningkatkan Kualitas Pelayanan Publik di Kota Surabaya. Jurnal Administrasi Publik dan Pembangunan, 14(2), 112-128.
Puryatama, A. F., & Haryani, T. N. (2020). Pelayanan prima melalui penyelenggaraan mal pelayanan publik di Indonesia. Kybernan: Jurnal Studi Kepemerintahan, 3(1), 40-54.
Rogers, Everett M. 2003. Diffusion of Innovations (5th ed.). New York: Free Press.
Rukayat, Y. 2017. Kualitas Pelayanan Publik Bidang Administrasi Kependudukan di Kecamatan Pasirjambu. Jurnal Ilmiah Magister Ilmu Administrasi (JIMIA), 2(9).
West, Darrell M. 2004. "E-Government and the Transformation of Service Delivery and Citizen Attitudes." Public Administration Review, 64(1): 15-27.
Thomson, A. M., & Perry, J. L. (2006). Collaboration Processes: Inside the Black Box. Public Administration Review, 66(s1), 20-32.
Tim Koordinasi MPP Surabaya. (2023). Laporan Evaluasi Internal Mal Pelayanan Publik Surabaya Periode 2022. Surabaya: Bagian Organisasi Setda Kota Surabaya.
Van Dijk, J. A. G. M. (2006). Digital divide research, achievements and shortcomings. Poetics, 34(4-5), 221-235.
Widiarini, A. D., & Mulyawan, A. (2023, November 21). Punya 1.993 Layanan di Satu Tempat, MPP Kota Surabaya Dinobatkan Paling Prima Se-Indonesia. Kompas.com. Retrieved April 7, 2025, https://nasional.kompas.com/read/2023/11/21/16174291/punya-1993layanan-di-satu-tempat-mpp-kota-surabaya-dinobatkan-paling-prima.
West, Darrell M. 2004. "E-Government and the Transformation of Service Delivery and Citizen Attitudes." Public Administration Review, 64(1): 15-27.
Zinsky, W. P., Rusli, B., & Bekti, H. (2024). Inovasi Pelayanan Publik Pemerintah Kota Bekasi dalam Bentuk Kebijakan Mal Pelayanan Publik. PERSPEKTIF, 13(2), 515-522. 10.31289/perspektif.v13i2.11387
Published
2025-08-01
How to Cite
Aisyah Febriyanti, Yulia Sri Kanti, Shany Gupa Pratama, & Ridwan. (2025). Integrated Public Service Innovation in One Location: Case Study of Public Service Mall (MPP) Surabaya. Jurnal Administrasi Politik Dan Sosial, 6(2), 168-180. https://doi.org/10.46730/japs.v6i2.231
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