Bureaucratic reform stands for the interest of many things. Reform in this area is oriented on independent staff, enhancing competitiveness, as well as results and market-oriented. In order to provide public services as demanded by the reform, bureaucracy must be able to act professionally and proportionately in accordance with their responsibilities. "Therefore, bureaucracy ethics and morality must be upheld in the implementation of the public service, both at ministerial and local levels in terms of the regional government autonomy today," said Akhmad Suharyo at the UGM Graduate School on Saturday (29/1).
The Staff of Civil Service Bureau of Lampung Province Regional Secretariat conveyed this in an open examination of the UGM doctoral program. By defending the dissertation Public Service Bureaucracy of the Governance in the Era of Regional Autonomy, Case Study on Tulang Bawang Regency, Lampung, Akhmad Suharyo explained that bureaucracy staff in carrying out the bureaucracy service task should prioritize the satisfaction of the community they serve. Not the contrary, bureaucracy expects benefits from the services provided to the public. "It is the background that moves me to do research on the quality of public services bureaucracy in the Tulang Bawang regency," he explained.
From his research, the man born Kotabumi, North Lampung, June 21, 1966 expected bureaucratic apparatus to show good performance and promote the interests of society without basing it on the power, corruption, collusion and nepotism (KKN) or specific interests. Therefore, service quality and professionalism of governance should be implemented at its best in order to create a sense of justice and satisfaction for people who obtain the public services.
By using a qualitative research method, Akhmad Suharyo’s research results showed that bureaucracy service of public services activities at One Stop Services Office and the Office of Population and Civil Registration of Tulang Bawang Regency led to poor quality. Various services have not given satisfaction to the people receiving services. "It is proved by the percentage obtained, 70 percent of respondents do not feel happy," said the excellent lecturer staff at the Megou Pak University, Tulang Bawang.
The unsatisfactory various services are reflected in the lack of service costs transparency and the presence of discriminatory service activities. In addition, there is no mechanism for complaints for officials who provide the services; moreover various public complaints have not yet received meaningful response.
According to Akhmad Suharyo, several factors that influence the inability to provide excellent service in Tulang Bawang are the presence of extensive bureaucratic structure as well as behavior and bureaucratic culture. It is also due to the existence of leadership behavioral factor in bureaucratic, ethics, and culture as well as weak supervision of community service and non-governmental organizations (NGOs).
Therefore, the former Head of Government Affairs of Kedaton sub-district, Bandar Lampung, suggested that in establishing an organization, the structure of public service governance should be done with a efficient, multifunctional structure that can break the chain of the cumbersome bureaucracy. In addition, the apparatus should also be given the opportunity to be creative in dealing with the fast service. "As for improving human resources and performance of the apparatus, it is suggested to bring in management services experts on a regular basis to train and widen the knowledge of the apparatus through a gradual and continuous training," said Akhmad who graduated cum laude as 1343rd doctor of UGM.