Semarang – A study titled “The Quality of Public Services: A Parameter for Regional Autonomy Success,” authored by Dr. Ida Hayu Dwimawanti, M.M., highlights the critical importance of improving the quality of public services in determining the success of regional autonomy in Indonesia. The research emphasizes a shift in the service paradigm, moving from a bureaucratic orientation to a focus on public satisfaction. The public now expects services to be faster, better, and more affordable.

The study also reveals that one of the major challenges in enhancing the quality of public services is the low commitment of government management and officials to adopting a customer-centric service system. Common issues include the inability of officials to adapt to change, a lack of continuous training, and a rigid and slow bureaucratic culture. Moreover, unresponsive services and discrimination in the service process remain key complaints from the public.

As a solution, the study recommends that local governments enhance the professionalism of their officials, improve quality management systems, and encourage greater public participation in the service process. With strong commitment from all levels of management, it is hoped that existing obstacles can be overcome, resulting in more satisfactory public services that meet societal expectations.

Source: Dwimawanti, I. (2004). Kualitas Pelayanan Publik. Jurnal Ilmu Administrasi dan Kebijakan Publik.

About the Author: Dr. Ida Hayu Dwimawanti, M.M., is a lecturer in the Department of Public Administration at Universitas Diponegoro. She completed her undergraduate and master’s degrees at Universitas Diponegoro and earned her doctorate from Universitas Indonesia. She currently teaches in the Undergraduate International Program (IUP) for Public Administration (IUP 23), with a course on Public Sector Oversight.

This study provides valuable insights for policymakers aiming to improve the quality of public services in the era of regional autonomy and is expected to serve as a reference for better bureaucratic reforms in the future.