Drivers Of Business Process Redesign For Optimizing Public Service Mall Services In Tulang Bawang Regency

Fera Seftinda, Novita Tresiana, Feni Rosalia

Abstract


Public Service Mall (PSM) has been developed as an integrated service model to improve the accessibility, efficiency, and quality of public services through the integration of various services in a single location. However, physical service integration is not always followed by business process integration that supports effective service delivery. This study aims to analyze the existing condition of service business processes at the Public Service Mall of Tulang Bawang Regency and to identify the factors that drive the need for business process redesign in service delivery. The study employed a qualitative approach with a case study design. Data were collected through interviews, observation, and documentation involving service providers and service users at the PSM of Tulang Bawang Regency. The findings show that the PSM of Tulang Bawang Regency has successfully integrated various services at the front-office level, thereby facilitating public access to public services. However, business process integration at the back-office level remains suboptimal because service processes are still influenced by the sectoral authority of each agency, interorganizational coordination has not been fully integrated, and the use of information systems remains partial. This study identifies five main factors that drive the need for business process redesign, namely business process factors, institutional factors, socio-technical factors, regulatory and digital transformation factors, and community service demand factors. The study concludes that optimizing PSM services requires strengthening business process integration, institutional coordination, and the alignment of social and technical aspects in integrated public service delivery.

Keywords


business process redesign, business process management, Public Service Mall, service integration, public service.

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References


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DOI: http://dx.doi.org/10.52155/ijpsat.v58.1.8334

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