<![CDATA[One-Stop Integrated Services (PTSP) delivered through the Public Service Mall (MPP) serve as a bureaucratic reform instrument designed to enhance service convenience, speed, transparency, and equity. However, the vast territory of Kutai Kartanegara Regency, population distribution, travel distances, limited internet connectivity, and disparities in digital literacy among the public continue to create access gaps. This study aims to analyze the implementation of the PTSP policy via the MPP—based on George C. Edward III’s variables of communication, resources, disposition, and bureaucratic structure—and to formulate managerial improvements. A descriptive qualitative approach using a case study method was employed. Data were gathered through semi-structured in-depth interviews, observations, and document analysis involving local government officials, MPP administrators, service agency staff, and the public. Data validity was verified through source and technique triangulation, followed by analysis involving data reduction, data presentation, conclusion drawing, and verification. The findings indicate that the MPP has strengthened service integration and convenience. However, communication remains uneven; human resources, budgets, digital infrastructure, and technical authority are still concentrated at the central MPP; staff disposition is relatively positive but not yet fully institutionalized; and inter-agency coordination and technical processes remain prone to fragmentation. The study recommends the phased development of "Mini MPPs" in every district, the implementation of mobile services and digital assistance, and the strengthening of service standards and coordination. The study contributes by highlighting geographical accessibility as a crucial context for policy implementation and by proposing a decentralized integrated service model for large-territory regions.]]>
