Customized Public Service (CPS): Indonesian Experience on Innovating Public Sector Presented in the Korea-Indonesia Workshop on “New Paradigm of Government Services”, held by National Institute of Public Administration (NIPA) and Korean Embassy Jakarta, August 24, 2015 Dr. Tri Widodo W. Utomo, MA Deputy Chairman for Innovation of Public Administration National Institute of Public Administration Republic of Indonesia

Contents Prologue: Motto of the Nation 1 Logical Framework 2 Promoting Innovation in Indonesia 3 GPS 1: Garbage Management 4 GPS 2: Birth Certificate Service 5 GPS 3: Health-care Services 6 Concluding Remarks 7

Prologue: Motto of the Nation FACTS ABOUT INDONESIA  More than 17,000 islands;  More than 300 ethnic groups and local languages;  5 official religions and many traditional beliefs;  3 time zones;  Different historical background on socio-political development, etc. Being different is a compulsory for Indonesia !!

Logical Framework  “Single-track” vs “Multiple-track” of governance: o “Bhinneka Tunggal Ika” implies the differentiation (multiple-track) in any aspect of governance; o However, during New Order period ( ), government management tends to be uniformed (single-track)  lack of innovation within public sector.  From “One size fits all” to “Innovation-driven public services” movement: o Any type of government service and its procedures is encouraged to be diversified based on specific needs, problems, objectives, etc.; o Expected benefits: 1) Accelerating process and broadening coverage; 2) Strengthening service quality and performance; 3) Improving public satisfaction.

Promoting Innovation in Indonesia POLICY LEVEL STRATEGY Stipulating new Law on Local Government demanding for innovation among regions and institutions CULTURAL STRATEGY Conducting yearly competition and exhibition of innovation TECHNICAL STRATEGY Building willingness and ability to innovate through training and advocacy; managing innovation laboratory; creating champions of innovation in provincial level

CPS 1: Garbage Management NORMAL STANDARD: Government takes care of managing garbage (from collecting to recycling) MALANG, EAST JAVA: “Garbage Insurance / Garbage Doctor” “Garbage Insurance / Garbage Doctor”  paying the doctor & health service with garbage. DENPASAR, BALI: “Garbage ATM” “Garbage ATM”  putting garbage in the machine, getting voucher to be exchanged with cash.

CPS 1: Garbage Management … cont. PALEMBANG, SOUTH SUMATERA: Paying kindergarten tuition fee with Garbage. SURABAYA, MALANG, RIAU, SUMBAWA: Paying electricity bill with garbage. GORONTALO: Employee who makes mistake resulting in government losses, pay the amends with garbage.

CPS 2: Birth Certificate Service NORMAL STANDARD: Birth certificate is free, should be administered no later than 60 days after birth (Law No. 24/2013). BANYUWANGI, BANDUNG: Birth certificate to be granted in the hospital.YOGYAKARTA: Birth certificate to be granted in the hospital together with health insurance and family card. MANY REGIONS: “Mobile Population Register Service” “Mobile Population Register Service”  delivering service for remote areas on regular basis.

CPS 3: Health-care Services NORMAL STANDARD: Government builds health center in the town and delivers service to people who come to the office. MANY REGIONS: “Mobile Health Clinic” “Mobile Health Clinic”  delivering health- care service for remote areas on regular basis. KUTAI BARAT, EAST KALIMANTAN: “Floating Health Clinic” “Floating Health Clinic”  serving people live along & around the river banks.

Concluding Remarks  Indonesia is on the right track to be “islands of innovation”;  Innovation returns Indonesians to the basic philosophy as a “country of diversity” with strong unity;  Innovation is proven to improve the quality of public sector and satisfaction of the people by promoting “customized public service”.

“NIPA, innovating the country” Thank You, Hamsa Hamnida, Terima Kasih … Korea-Indonesia Workshop on “New Paradigm of Government Services” Jakarta, August 24, 2015 National Institute of Public Administration Republic of Indonesia