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All Journal Ilmu Administrasi Publik Best Journal of Administration and Management
Sukmawati Sukmawati
Universitas Amal Ilmiah Yapis Wamena
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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Development of Standard Operating Procedures for Non-Population Administrative Services at Pisugi District Office, Jayawijaya Regency Sukmawati Sukmawati; Rijal Rijal; Sukur Suleman
Jurnal Ilmiah Ilmu Administrasi Publik Vol 15, No 2 (2025)
Publisher : Program Pascasarjana Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26858/jiap.v15i2.76974

Abstract

This study analyzes the implementation of Standard Operating Procedures (SOP) in non-population administrative services in Pisugi District, Jayawijaya Regency, Papua Pegunungan, using a descriptive qualitative approach. Data were collected through observation, interviews, and documentation involving nine key informants, consisting of the district head, service officials, and service users. The analysis applied the SERVQUAL framework (tangibles, reliability, responsiveness, assurance, and empathy) to examine gaps between service expectations and realities. The findings indicate that SOP implementation in Pisugi District faces major challenges. Service facilities are available but limited, and SOPs are not publicly accessible, undermining transparency. Service reliability is low due to inconsistent completion times, while responsiveness is constrained by limited staffing and non-standardized communication, despite officials’ efforts to explain procedures. The assurance dimension is weakened since SOPs serve only as internal guidelines, leading citizens to question service legitimacy. Empathy is demonstrated through friendliness and use of local languages, but remains inconsistent due to human resource constraints. The novelty of this research lies in its focus on non-population administrative services in remote Papua, a context rarely explored in prior studies. It extends SERVQUAL theory by showing that in remote areas, service quality is not only shaped by physical facilities and officials’ behavior but also by SOP transparency, institutional capacity, and socio-geographic conditions. The study highlights the need for greater procedural transparency, publication of SOPs, and bureaucratic adaptation to local contexts.
Integrasi Kearifan Lokal Dalam Formulasi Kebijakan Publik: Reposisi Lembaga Adat Berbasis Otonomi Khusus di Kabupaten Jayawijaya Sukmawati Sukmawati; Ahmad Ahmad; Girinius Wenda; Dina Mariana Aritonang
Best Journal of Administration and Management Vol 5 No 2 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v5i2.522

Abstract

The implementation of Special Autonomy in Papua recognizes indigenous communities in regional governance. However, the involvement of Indigenous Community Institutions (LMA) in public policy formulation still faces a gap between indigenous social legitimacy and formal bureaucratic authority. This study aims to analyze the position of LMA in public policy formulation, identify indigenous-bureaucratic integration barriers, and formulate a collaborative model in Jayawijaya Regency. This research employed a descriptive qualitative approach using in-depth interviews, participatory observation, and document analysis. Data were analyzed through thematic analysis. The findings indicate that LMA has strong social and cultural legitimacy but has not been fully integrated into the public policy process. The main challenges include differences in governance systems, institutional limitations, and weak coordination. This study proposes an indigenous-bureaucratic collaboration model that positions LMA as a strategic partner of local government in developing local wisdom-based governance.
Co-Authors Ahmad Ahmad Dina Mariana Aritonang Girinius Wenda Rijal Rijal Sukur Suleman