DYNAMIC GOVERNANCE DALAM UPAYA MEWUJUDKAN PELAYANAN PRIMA DI MAL PELAYANAN PUBLIK (MPP) GRHA TIYASA KOTA BOGOR

Abstract

The Public Service Mall (MPP) Grha Tiyasa in Bogor City is the first MPP in West Java, inaugurated in 2019, and has become a national reference. However, it has yet to achieve the PRIMA predicate due to ongoing challenges in service quality and the effectiveness of internal processes. This study aims to analyze the implementation of dynamic governance in the effort to achieve excellent service at the MPP Grha Tiyasa in Bogor City and to identify the factors that influence this implementation. This research uses a descriptive qualitative method with data collected through observation, in-depth interviews, and documentation. The results show that the implementation of the Dynamic Governance concept in the effort to realize excellent service at the MPP Grha Tiyasa in Bogor City has not run ideally. The Thinking Ahead capability is manifested through digitalization and priority counters, but service integration remains limited. Thinking Again is reflected in evaluations and the complaint system, but minimal socialization has resulted in suboptimal utilization of the MPP. Thinking Across is seen in inter-agency collaboration, but the lack of coordination with the Ministry of Administrative and Bureaucratic Reform (Kementerian PANRB) and benchmarking hinders the achievement of PRIMA service standards. Factors influencing the implementation of dynamic governance in the Bogor City MPP include a lack of commitment, as seen in uneven socialization and limited learning from other regions, limited capability factors such as infrastructure, facilities, and human resources, as well as the suboptimal digitalization of services which hampers service efficiency to the public, indicating weak pragmatism in the implementation of public services. The recommendations provided in this study include the need for the Bogor City MPP to strengthen long-term planning, policy evaluation, and cross-regional learning to enhance service innovation. In addition, more effective socialization strategies, improvement of infrastructure and human resources, and acceleration of digitalization through the implementation of paperless systems and comprehensive service integration are necessary.