translating the idea of the egovernment one-stop shop in indonesia

UNIVERSITAS ISLAM INDONESIA

Translating the Idea of the eGovernment One-Stop Shop in Indonesia

Fathul WahidDepartment of Informatics, Universitas Islam Indonesia, Yogyakarta, Indonesia

Department of Information Systems, University of Agder, Kristiansand, Norway

ICT-EurAsia Conference 2013

Yogyakarta, Indonesia, March 25-29, 2013


Bad news

In its 2010 survey, Political and Economic Risk Consultancy named Indonesia as one of the Asian’s most inefficient bureaucracies, with a high level of red tape that downgrades the quality of public services to citizens and discourages investment.

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Good news

In the same year, the World Bank and the International Finance Corporation put the city of Yogyakarta (one of my research sites) in the fifth rank as the most efficient bureaucracy when dealing with construction license among 183 surveyed economies globally.

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A question raises …• How we can explain this phenomenon?

• Research question: How is the idea of an eGovernment one-stop shop translated during its institutionalization process?

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eGovernment one-stop-shop• Joined-up government

• Possible benefits (e.g.):• Eliminating contradictions and tensions between different

policies• Allowing seamless rather than fragmented services

• Possible problems:• Problem of coordination• Problem of integration and organization

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Idea translation process

Note: based on Czarniawska & Joerges (1996)

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Method• Approach: interpretive

case study (in the city of Yogyakarta)

• Data: interviews, documents, observations

• Coding template: the concept of idea translation

• Sensemaking strategy: temporal bracketing

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Yogyakarta

INDONESIA


Findings – the levels of OSS’s authority

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Findings – the idea translation process

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Contributions• Practically (and theoretically), the study offered an

explanation how the same idea of OSS was translated differently when it was implemented in a new setting.

• Theoretically the study offered evidence to incorporate a multiple-round translation process in the concept of idea translation, which was considered as one-way process.

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Thank you.

Terima kasih.

Tusen takk.

Questions and comments are welcome!

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Some ‘interesting’ quotations (1)

“When there was a new regulation from the national government, we did not take it for granted. … We had to think holistically about organizational structure, personnel, budgeting, and authority. Taking away the authority [from a department] was not easy.”

“The mayor invited all the heads of department involved. … The mayor asked whom did not agree with the idea [of establishing an OSS as a department] to sign a statement on a paper bearing IDR 6,000 duty stamp. No one did it.”

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“In the beginning, in 2000, the information technology section was just a supporting unit. … But after making an organizational evaluation, the section became a core section. It happened in 2003.”

“What we restructured at that time was not the licensing department, but all the departments. We identified what processes should be carried out by what department. No one complained, since we did not know to what department we would be assigned.”

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“In the first six months we were really integrated, united, and interdependent. There was no ‘only’. I was only an office boy, once one said. I said to him, there was no ‘only’, here. We were just like one body. Should any organ of it fall ill, the rest of the body will share in the fever that ensues”.

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“The licensing department was established to improve the public services. We were on the public’s side; they were facilitated. But, after the department was running, then I realized that the local government itself enjoyed the most advantages; from time efficiency, more controllable processing time, cost reduction, to energy efficiency. No need to spend energy for coordination between the departments, since we were integrated.”

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translating the idea of the egovernment one-stop shop in indonesia

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