Evaluasi Program Mal Pelayanan Publik Di Kota Serang Berbasis Model IPO-O

Abstract

The Public Service Mall Program is an integrated service innovation aimed at simplifying public access to various government services in one location. This study aims to evaluate the implementation of the Public Service Mall Program in Serang City using the IPO-O model that includes input, process, output, and outcome dimensions. The study used a descriptive qualitative approach with a case study design through interviews, observations, documentation, and literature studies. The results of the study indicate that in the input dimension, the MPP Program has been supported by regulations, institutional structures, basic facilities, and the availability of integrated services, but still faces limitations in the quality of human resources, budget, and service technology support. In the process dimension, socialization, inter-agency coordination, service communication, compliance with SOPs, and supervision have not been running optimally due to unequal service information, sectoral egos between agencies, differences in understanding among officers, and supervision that is not yet based on performance indicators. In the output dimension, integrated services have been available, but their utilization has not been maximized and data on targets and service realization have not been strongly documented. In the outcome dimension, the MPP has begun to provide benefits in the form of efficiency in service time and costs, but these benefits have not been felt evenly by the entire community. This study concludes that the Serang City MPP Program is still relevant to be continued with implementation improvements through strengthening socialization, integrating inter-agency services, increasing human resource capacity, accelerating digitalization, and performance-based monitoring.