Public Service Delivery: Procedure Improvement

Public service delivery management components: first is Procedure. This component in many case of public service delivery management in Indonesia is weak. Not well designed.

In many cases, like in water supply delivery management, in services for SME, Health sector especially are still need to be improved. In water supply for example, there are still some difficulties for people to enroll to be a new customer of the service. While the existing customers in many cases difficult to complain if something happen with quality and quantity of the water, trouble with water meter, record, or miscalculation of the bill.

Service delivery management procedure actually could be improved through some options, i.e.: abolish, combine, simplify, and delegate/decentralized (ACSD).
Abolish, means identify any process that actually doesn’t have any useful function, sometime it just to give a job for the staff.
Combine, means we can identify is there any process that can be combined with other. Maybe it is just a small task, or because of change in the system, so that the procedure will be more efficient and faster if some of the task are combined.
Simplify, means the whole system of procedure should be simplified if possible, or simplify the detail of task. For example, by introducing a computerized method, the whole procedure could be reviewed since some functions are replaced by the computer software.
Next service delivery management components are: personnel, policy and organization. [Risfan Munir, Senior Public Service Delivery Management Specialist, ex Local Governance Support Program, LGSP-USAID]