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All Journal Media Penelitian dan Pengembangan Kesehatan Journal of Public Policy and Management Review JAM : Jurnal Aplikasi Manajemen MEDISAINS Jurnal Manajemen Kesehatan Indonesia Briliant: Jurnal Riset dan Konseptual Journal of Governance Jurnal Ilmiah Peuradeun Jurnal Administrasi Publik : Public Administration Journal Otoritas : Jurnal Ilmu Pemerintahan International Journal of Social Science and Business Jurnal Agregasi Journal of Humanities and Social Studies Majalah Ilmiah Bijak Journal of Public Administration and Local Governance PERSPEKTIF Jurnal Trias Politika Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Ilmu Administrasi Negara ASIAN (Asosiasi Ilmuwan Administrasi Negara) Tax Literacy and Leadership Agility: Indigenous Peoples Awareness in Paying Taxes International Journal of Science and Society (IJSOC) Soshum: Jurnal Sosial dan Humaniora Mamangan Social Science Journal Zona Law And Public Administration Indonesia WINDRADI: Jurnal Pengabdian Masyarakat
Sri Suwitri
Departemen Administrasi Publik, Fakultas Ilmu Sosial Dan Ilmu Politik, Universitas Diponegoro
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Medicine & Pharmacology Nursing Public Health Social Sciences Transportation Other

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Journal : Jurnal Trias Politika

 1 
Building Good Urban Governance Through Bureaucratic Reform: Best Practices From Surabaya, Indonesia Bellastuti, Damaris Bernike; Suwitri, Sri
JURNAL TRIAS POLITIKA Vol 9, No 2 (2025): Oktober 2025, Jurnal Trias Politika
Publisher : Universitas Riau Kepulauan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33373/jtp.v9i2.8223

Abstract

Bureaucratic reform has become a strategic foundation for improving public service quality and strengthening governance in Indonesia. The city of Surabaya stands out as a leading case, achieving the highest Bureaucratic Reform Index in 2024 through consistent integration of digital innovation, human resource development, and participatory governance. This study analyzes Surabaya’s best reform practices including the Public Service Mall, the WargaKu complaint system, Surabaya Single Window, and Satu Data Surabaya and how they contribute to the realization of Good Urban Governance. Using a descriptive qualitative approach, the research draws upon secondary data from official reports, academic studies, and government evaluations. The findings show that these reforms have significantly improved efficiency, transparency, accountability, participation, and responsiveness, transforming Surabaya into a more citizen-oriented administration. Nevertheless, the reform process also faced challenges such as bureaucratic resistance, digital inequality, and inter-agency coordination gaps, which were mitigated through leadership commitment and multi-actor collaboration. The study contributes both practically by identifying replicable reform strategies for other cities and theoretically by illustrating how localized bureaucratic reform operationalizes the principles of good urban governance in developing contexts. Future research is recommended to assess the long-term sustainability and adaptability of such reforms across cities with varying administrative capacities. Surabaya’s experience demonstrates that sustainable governance is built not only through structural reform, but through continuous digital innovation, institutional learning, and citizen participation.
Co-Authors ABIDIN, CHOIRUL Achmad Aufa Anggarda Achmad Syaifudin Ansori Afriani Hanna Sagala Afrizal, Teuku Aga Fakhrur Rozi Agatha Idriani Pratiwinegara Agus Widiarma Aloysius Rengga Aloysius Rengga Anggraini, Dini Dwi Aprilianto, Arista Argo Baskoro Sasongko Ari Subowo Ari Subowo Ariani, Trinanda Meinar Arthania, Athaya Arla Asih Widi Lestari Aufarul Marom Ayun Sriatmi Aziz Pilar Syefiaji Bambang Supradono Bellastuti, Damaris Bernike Cesar Putra Chahyanto, Muhammad Cindy Ariantika Setyaningrum Cuher Santoso Delly Maulana Dewi Ratnawati Dewi Rostyaningsih Diah Ayu Purbasari, Diah Ayu Dionesia Bela Veda Kurnianingtyas Dyah Lituhayu Dyah Lituhayu Eka Rofiyanti Endang Larasati Endang Larasati Endang Larasati Endang Larasati Endang Larasati Setianingsih, Endang Larasati Epiphany Sinaga Fajar Azis Pramudya Febrilia Dewi Christiani Silitonga Fitranto, Mochamad Rizki Galang Graha Perkasa Gandisa Pangestuti Kiswoyo Hani, Ummi Hardi Warsono Hari Susanta Nugraha Harnaeni, Nani Hartuti Purnaweni Hasyem, Muhammad Herbasuki Nurcahyanto Heru Cahyono Heryuni Prastanti, Fakhra Hesti Lestari Hidayati, Rizki Hikmah Nuraini Ida Hayu D Ida Hayu D Ida Hayu Dwimawanti Ika Riswanti Putranti Ilham Tegar Faza Imawan, Satria Aji Inas Hamidah, Rahil Iqbal Brillianto, Handriyo Jeremia Atur Parsaoran Sitoha, Maximilian Khusnul Khuluqi, Muhammad Kismartini Kismartini Larasati, Dinda Lestari Erta Br Ginting, Regina Lilis Sri Sulistiani Lutfi Isnan Santiko M. Awaluddin, M. M. Izur Rifki Ovani Maesaroh Maesaroh Maesaroh Maesaroh Margareta Suryaningsih Margaretha Suryaningsih Marten Hanura, Marten Masrul Fuad Mochammad Mustam Muhamad Taher Tanggung Muhammad Arief Permana Muhammad Arif Muhammad Iman Kandias Saraan Muhammad Isnaeni Setiawan Muhammad, Juang Abdi Nadra Syakila, Rattu Nasyia Afria Larasati Ngatno Ngatno Nina Widowati Niniek Septiana, Niniek Nirmala, Renata Jati Nurhusna, Nabila Olivia Siolito, Olivia Pandu Pratomo Pramesti, Retha Putri Syaharani, Shabilla R. Slamet Santoso R. Yogie Prawira W Rahayu, Rizki Budi Rahmat Kurniawan, Yoga Rahmawati, Athaya Dea Rani Pajrin Rapotan Hasibuan Regina Dhinna Mahardika Retna Hanani Reynaldi Rizqi M Rezha Mehdi Bazargan Rezky Ghoffar Ismail Riani, Amita rianto, Anisah Dewi Rina Agustina Rina Herawati, Agustina Rizka Fitriani Rizki Dwi Nur Sidiq Rizki Dwiarti Ratna Pratiwi Rizky Kustyardhi Robby Kurniawan Junaidy Rukmina Gonibala Saraan, Muhammad Iman Kandias Satrio Kurniadi Widodo Sattar Ikhsan, Ghazan Sefrina, Giandika Estri Serly Puspitasari Setiyaningsih Setiyaningsih Slamet Santoso Sodikin, Fauzan Abdullah Sri Achadi Nugraheni Sri Isroyati Stephani Nora Tahalea, Stephani Nora Sugiyarsih, Susi Sukma Adelia Putri, Azzani Sulistiani, Lilis Sri Sundarso Sundarso Susi Sulandari Susi Sulandari Sutopo Patria Jati Teuku Afrizal Tilano, Fawwaz Aldi Titik Djumiarti Titik Djumiarti Tri Rahayu, Sevia Tri Yuniningsih Voni Hardila Iswari Derlauw, Voni Hardila Iswari Wirasto Tri Admojo Yuni Kurniasih Yuni Kurniasih, Yuni Zahroh Shaluhiyah ZHAFIRAH ARKASIWI, NUR