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

1. 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
http://inovasi.lan.go.id

2. Contents
Prologue: Motto of the Nation1
Logical Framework2
Promoting Innovation in Indonesia3
GPS 1: Garbage Management4
GPS 2: Birth Certificate Service5
GPS 3: Health-care Services6
Concluding Remarks7

3. 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 compulsion for Indonesia !!

4. 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 (1966-1998), 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.

5. 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

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

7. 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.

8. 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”
delivering
service for
remote areas on
regular basis.

9. 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”
delivering health-
care service for
remote areas on
regular basis.
KUTAI BARAT, EAST
KALIMANTAN:
“Floating Health
Clinic” serving
people live along &
around the river
banks.

10. 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”.

11. “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
http://inovasi.lan.go.id