Sri Wahyuni, Sjamsuddin, S., Hakim, A., and Saleh, C.
Abstract:
Public services in Indonesia that have not been able to provide the satisfying levels of service to Indonesian public become central issue in this decade. Public demand leads the government, private institutions, and community organizations to improve their performance quality to serve the public. Regarding to the increasing cases of KtP / A in many areas, including in Surabaya where the case increases by 80% each year, the Surabaya city government is PPTP2A (Integrated Services Center for Women and Children or Integrated Services Center for Women and Children). This study was taken using a qualitative descriptive approach and purposive sampling technique to select informants and involve data collection and data analysis, condensation, display, and conclusion. This study results in three conclusion points: First, PPTP2A Surabaya as a service provider for victims of KtP / A cases who had undergone step by step service procedures, but these are not carried out flexibly and there are several internal problems identified in each step of the service, which then result in the target group being unable to optimally access every type of the service provided. Second, integration among stakeholders in providing services at PPTP2A Surabaya is excellent. This happened because there was financial support from the private sector as well as support and supervision from the city government, although there were still some reports regarding the rigid regulations, facilities and infrastructure, and patriarchal culture in the community. Third, the integrated services at PPTP2A in Surabaya city are in accordance with NPS policy. However, due to regulations regarding protection and care of victims, there is some public participation, and the decision-making process based on the concept of share leadership, and the service has been delivered based on high respect for human dignity. The proposed model of recommendation is in the form of an integrated mechanism which can be done in stages or entirely.
Keywords: Integrated Services, New Public Services, Networks, PPTP2A
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