1. By: Yudiantarti Safitri Nisa Agistiani Rachman
National Institute of Public Administration
Republic of Indonesia
Managing Diversity for Public Services: Improving Social-cultural Competency of State Apparatus in a Multi-ethnic, a Multi-religious and a Multi-cultural Indonesia.
By:
Yudiantarti Safitri
Nisa Agistiani Rachman
Presented in EROPA Conference, September, 11th - 15th, 2017

2. Indonesia 17.508 islands, 258 million population
700 ethnic groups with different local language
The diversity in Indonesia is a challenge for the government to answer how to manage the diversity in delivering a good public service for society
Indonesia also has differences in social condition

3. How the Quality of Public Service in Indonesia Nowadays? (1)
Worldwide Governance Indicators
Indicators of Government Effectiveness
The quality of public services
The quality of the civil service
The degree of its independence from political pressures
The quality of policy formulation and implementation
The credibility of the government’s commitment to such policies
Source: The World Bank Group (2016)

4. How the Quality of Public Service in Indonesia Nowadays? (2)
Maladministration in Public Services Report
Discriminative Services Report
Source: Ombudsman (2014, 2015, 2016)

5. Cases of Discriminative Service in Indonesia: an Example
BPJS Kesehatan/ Social Security Administrator for Health (Govt’s program to organize health insurance): cases in Malang, Malang Corruption Watch noted that there are 52 complaints in healthcare service (dominated by discriminative act for BPJS members in certain hospital, such as: unfriendly service, rejecting by hospital, the difficultness of gettting room for BPJS members)
Healthcare Services
In Depok City, there is a special treatment (special quota) for POLRI (Police member), TNI (military member) and Attorney in entering school in 2017.
In Semarang city, there is a student that failing grade because he got a zero score in religion subject. He got zero just because he is an adherent of minority beliefs
Education Services
there are at least 12 million believer communities where they are threatened or difficult in getting the basic rights as citizens, such as education, health, due to difficultness in accessing administrative matter service. This happens in several regions in Indonesia, for example: (1) Syiah Community in Sampang; (2) Kaharingan community in Central Kalimantan; and (3) Sunda Wiwitan in Cigugur, Kuningan Regency.
The people oh Jemaah Ahmadiyah Indonesia (moslem organization) difficult in getting e-ID card in Kuningan district, West Java
The people who is affilitiated with GMIH Pembaharuan community (church organization) in North Maluku Province, didn’t get an administrative service from govt office, such as marriage certificate and other certificate
Administrative Services

6. Discrimination in Public Service Delivery in Indonesia
Based on some discrimination cases:
The Social-Cultural Competency in public service area is urgently needed
The Definition of Social-Cultural Competency that needed in Indonesia should suitable with the problem faces by Indonesia
Discriminative service:
1. healthcare service;
2. education service;
3. administrative matter service
Social background
Belief
Religious organization

7. Social-cultural competency
According to Law Number 5 of 2014 on State Apparatus and
Government Regulation number 11 of 2017 on Management of Civil Servant,
Indonesian civil servants should have three competencies:
The newest competency
Technical competency
Social-cultural competency
Managerial competency
Government should make a standard of social-cultural competency for state apparatus and how to develop it
The standard and developing strategy remains unclear

8. What is Social Cultural Competency in Public Services?
Bush (2000): defines cultural competency as a "respect for, and understanding of, diverse ethnic and cultural groups, their histories, traditions, beliefs, and value systems" in the provision and delivery of services
Social-Cultural competency is required for people who have job related with public services.
Carizales (2016): the main key is there must be a definition of what is social-cultural competency in the organization, because cultural is not about ethnic or race only, but also age, class, color, culture, disability, ethnicity, gender, gender identity and expression, immigration status, political ideology, race, religion, sex, and sexual orientation.

9. Social-Cultural Competency (Indonesia Context)
Indonesian Government Regulation Number 11 of 2017 defines social-cultural competency as a knowledge, skill, and attitude that can be observed, assessed, and developed. Thus, Civil Servants being competence in interaction with community in addressing issues of religion, ethnic group, culture, nationalism concept, ethic, morale, and principle and applying them to achieve high performance.
Is this definition and competency are able to adapt in each organization or will more effective in organizations that have public service delivery function especially directly service to community?
SOCIAL CULTURAL COMPETENCY
OBSERVE
ASSESS
Develop

10. Social Cultural Competency: How to Assess and Observe
Components
Social-Cultural Competency
Assessment Tools
Performance Measurement
Knowledge
Nationalism Concept
Written Test
Interview
Implementation in public service area
Human Rights
Moral Education
Skill
Social-cultural public service
Presentation / practice test (how they give services to community)
Questioner filled by customer/community for the public officer services
Social-cultural communication
Languages
Attitude
Emphaty
Assessment Center
Tolerant
3600 test

11. Social Cultural Competency: How to Develop
Components
Social-Cultural Competency
Development Plan
Knowledge
Nationalism Concept
Seminar/training with related topics
Human Rights
Moral Education
Skill
Social-cultural public service
Workshop/training in public services (with specific substance delivering public services in cross cultural situation.
Workshop/training on how communicate in delivering public services in cross cultural situation.
Training of local and international languages
Social-cultural communication
Languages
Attitude
Emphaty
Counselling
Coaching and Mentoring
Participate actively in the activities that involve community (Corporate Social Responsibility activities)
Tolerant

12. The Challenges of Social-Cultural Competency Implementation
There is a huge gap of competency between HR in central government and local government
Human Resources (Civil Servant)
especially for the assessment tools (need a lot of budget)
Budget
without a strong commitment, it is difficult to implement social-cultural competency in the organization
Willingness of Organization Leader
It is a life-long learning in developing social-cultural competency, and need a great commitment to implement it
Commitment
Social-cultural competency is a new competency, so there are limited research and examples
Monitoring and Evaluation