<![CDATA[Public service innovation has become a prominent topic in social and political science studies. Along with bureaucratic reform efforts in Indonesia, public services have undergone continuous improvements, one of which is the establishment of Public Service Malls (MPP) to facilitate easier access to public services. Although numerous studies have examined public services, limited evidence has focused on citizens’ experiences in accessing Public Service Malls. This study aims to explore the effectiveness of public services based on citizens’ experiences when accessing the Public Service Mall by employing a photovoice approach. The study was conducted through two stages of analysis. First, the SHOWeD technique was used to identify initial findings based on photographs taken by participants. Second, thematic analysis was employed to develop themes from the findings generated through the SHOWeD process. The results indicate that citizens’ experiences in accessing the Bekasi Regency Public Service Mall were still characterized by several challenges, including unclear service procedures, relatively long service times, and inconsistent employee competence. In addition, while facilities and infrastructure were generally available, some facilities were found to be inadequately maintained. The findings suggest that citizens’ experiences captured through the photovoice approach can serve as a basis for evaluating and improving the effectiveness of services at the Bekasi Regency Public Service Mall, particularly in terms of service procedures, service time, facilities and infrastructure, and employee competence, thereby supporting the development of more effective and citizen-oriented public services.]]>
