Shifting of Public Service Bureaucracy (A Study On Revenue Service of East Java Province) = Shifting of Public Service Bureaucracy (A Study On Revenue Service of East Java Province)

다국어 초록 (Multilingual Abstract)

The bureaucracy is synonymous with the convoluted procedure. There are no certainty of time, expensive cost, and the attitude of the officers who are not friendly to the people. The bad stigma of public service like this does not seem to change that meaningful. Bureaucracy and public officials are seem to preserve culture and power, rather than developing a new culture of service to society. The World Bank survey results (2015) are indicate that the Indonesia Public Service Indices are still in the order of 109 out of 180 countries. World Bank released the 2018 Ease of Doing Business (EoDB) Indonesia report. As a result, from 190 countries, Indonesia has risen from 91st to 72nd in Doing Business Report 2018. Revenue Service (Dipenda) East Java , especially at the Joint Office of Samsat East Java has conducted bureaucratic reform and has resulted in innovation in terms of good public service to the community. Therefore, this paper explores how far the bureaucracy and innovation reform that has been done in East Java Province Revenue Service, especially in Joint Office of Samsat East Java ?, and how the public service model is done ?, through the method of qualitative narrative research that can describe a process bureaucratic reform and innovation used. Bureaucratic reform of public service conducted on East Java Province Revenue Service from Samsat Confensional to Samsat Semi Modern and Modern Samsat, namely; (1) Samsat Drive Thru; (2) Samsat Payment Point; (3) Samsat Delivery; (4) Samsat Roving; (5) e-Samsat; and (6) ATM Samsat. The innovation makes Samsat a public service institution capable of servicing approximately 15.7 million motor vehicles in East Java, and contributing to Anggaran Pendapatan dan Belanja Daerah (APBD) of East Java about 70%.