Implementation of One-Stop Integrated Services (PTSP) in Improving the Quality of Public Services (Case Study in Cipayung District, East Jakarta City, DKI Province)

Abstract

Public service reform requires integrated, accessible, transparent, and responsive administrative services to meet the increasing expectations of citizens and business actors. This study aimed to examine the implementation of the One-Stop Integrated Service (Pelayanan Terpadu Satu Pintu [PTSP]) policy at the Investment and One-Stop Integrated Services Management Unit of Cipayung District, East Jakarta, and to identify its supporting and inhibiting factors. The study employed a descriptive qualitative approach with a case study design. Data were collected through direct observation, interviews with district and service-unit officials, documentation, and a literature review, and were analyzed using Edward III’s policy implementation framework, which comprises communication, resources, disposition, and bureaucratic structure. The findings indicated that the policy had improved licensing and nonlicensing services through administrative coordination, service supervision, face-to-face assistance, and the JakEVO digital platform. Its implementation was supported by leadership commitment, positive implementer attitudes, officer professionalism, clear service procedures, and digital facilities. Nevertheless, service quality remained constrained by unclear policy communication, limited staff numbers and competencies, network and server disruptions, inadequate supporting equipment, applicants’ limited understanding of digital procedures, and coordination barriers with technical agencies. The study concluded that the policy had functioned effectively but required stronger authority delegation, employee training, infrastructure improvement, public assistance, interagency coordination, and continuous monitoring to ensure sustainable, inclusive, and accountable service delivery.