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All Journal Kybernology : Journal of Government Studies
Haryati
Department of Public Administration, Universitas Mulawarman
Social Sciences

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Inclusive Accessibility in Public Services for Persons with Disabilities at the Bontang Baru Urban Village Office, Bontang City Hamzah; Saipul; Haryati
Kybernology : Journal of Government Studies Vol. 6 No. 1 (2026): April 2026
Publisher : Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26618/mc6beh59

Abstract

This study examines challenges in public service accessibility, focusing on the physical, procedural, and institutional dimensions, using a qualitative research approach with thematic analysis. Data were collected through interviews, document reviews, and observational studies, and analyzed to identify recurring patterns, themes, and barriers affecting service delivery. Findings indicate that physical facilities remain inadequate, limiting equitable access for all users and highlighting structural and resource allocation challenges. Procedural and informational barriers persist, with complex processes, layered requirements, and incomplete or poorly communicated information further hampering citizens' ability to access services effectively. Furthermore, the study emphasizes the critical need for increased institutional capacity and commitment, with staff training, skills development, and leadership engagement crucial to ensuring consistent and sustainable service delivery. The interconnectedness of these factors suggests that improving infrastructure, procedures, and information alone is insufficient without strengthening human resource capacity and institutional support, highlighting the need for an integrated and holistic approach to public service improvement.
Co-Authors Hamzah Saipul