challenge to improve public services

Governments are made to answer the following questions of basic need as a citizen. Need of having identity documents, needs of public services such as health and transportation. About governments problem, there are several studies learning those paths, disease and how to cure and preventing the organization and its human resources from the idiom of “Kalau bisa sulit kenapa harus mudah”, in English we say “Everything that easy should be difficult to obtain”. This is that bureaucracy pathology, symptom that citizens always complaining. Public services aren’t similar to the private sectors. In private sectors, their habit is to make profit from their significant, effective and efficient activities. In the opposite, public service besought to provide their best services at low prices, rather than making profit.

Many strategies are conceived and delivered to subvert and heal those public sectors weakness. Strategy named like bureaucracy reform is believed to public sectors as a cure of those called bureaucracy pathologies. Bureaucracy reform in Indonesia is first introduced around 2006 which focusing on organization, Human Resources and business processes improvement. It’s strategies focused on what they called 8 Change Area: Change Management, Regulations arrangements, organizational, management, Human Resources, accountability, supervision and last public services.

Public services have become hot issue nowadays. This is one of government’s organizations strategy to save their face and performance amidst the public dissatisfaction and complaints for public services. There are plenty of strategies that public sectors can use to improve their services and performance. All of those intended to provide an overview on how organizations mapping and recording the opportunities, challenges and complaints management. One of the popular strategies is to implement The International Standard of Organization (ISO), at least ISO 9001:2015. This standard is well known in private organizations, among the 16.500 other standard that has been constructed the last six decades since the ISO institution established.

ISO 9001 started with several questions to capture the organization and managements response among the challenges and threats that involving their strength and weaknesses. Question like how organization response to the external issues and affect the operational is something that mapped out deeply to know how organization capability and adaptability. Second, the organization should identify the internal and external factors that influence the management’s improvement, determining the positive and negative issues. Analyze the stakeholders needs and hopes. Risk identification and mitigation (probability, severity and risk factors). Monitoring the quality targets (improvement and avoidance of risk). Delivering quick surveys about the services. At the end, all of these question guides are carried out to test the implementation of quality management. Guidances of the ISO standard is used to increase and maintaining the product and or services quality that delivers to consumers so that they can be well satisfied.

ISO 9001 is important to be implemented at least for the public/ government organization that provide direct services to the community, especially for basic needs such as: citizens identity, health, education and others. By implementing ISO 9001:2015, the organization can have beneficial such as: increase the organization credibility, reducing and eliminating errors, increasing product or service quality and also customer trust, and as a branding tool on how to introduce and strengthen the importance position of the organization. In order to ensure the beneficiaries attained, the management review must be taken seriously