Bureaucratic Reform and Public Service Quality: Evidence from Simokerto Sub District, Surabaya

Anisah Aprilia Putri; Amirul Mustofa; Sapto Pramono

doi:10.55927/ijis.v4i11.742

Authors

Anisah Aprilia Putri Department of Public Administration, Dr. Soetomo University, Surabaya
Amirul Mustofa Department of Public Administration, Dr. Soetomo University, Surabaya
Sapto Pramono Department of Public Administration, Dr. Soetomo University, Surabaya

DOI:

https://doi.org/10.55927/ijis.v4i11.742

Keywords:

Bureaucratic Reform, Public Service, Challenges, Solutions, Simokerto Sub District

Abstract

Bureaucratic reform is widely recognized as one of the government’s strategic instruments for promoting principles of good governance, transparency, accountability, and efficient public service delivery. At the sub district level, reform becomes even more significant because this administrative unit serves as the closest point of interaction between the government and citizens. Therefore, the quality of governance at this level directly influences public trust and societal satisfaction with governmental performance. This study aims to critically examine the existing challenges and propose feasible strategies to enhance bureaucratic reform within Simokerto Sub district, Surabaya. A descriptive qualitative method was applied, utilizing literature review and policy analysis supported by secondary data obtained from official documents and previous empirical studies. The findings reveal several persistent obstacles, including limited professional capacity among civil servants, resistance to organizational and cultural change, insufficient digital competence among the population, and fragmented integration of information systems in administrative procedures

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