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Journal : Government

Building Bureaucratic Capacity for Improved Public Service Quality in Makassar City, Indonesia Qadar, Jamal; Herlina, Besse; Zulfachri, Zulfachri; Marzuki , Sofyan
Government & Resilience Vol. 4 No. 1 (2026): Government & Resilience (April 2026)
Publisher : Dealings Foundation Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62503/gr.v4i1.48

Abstract

The shift toward regional autonomy in Indonesia aims to bring public services closer to the community, with the expectation of improving service quality and ensuring that the benefits are felt by all stakeholders. However, local governments continue to face significant challenges in meeting the growing demand for high-quality public services, especially in crucial sectors such as clean water, health, population management, and licensing. This research evaluates the bureaucratic capacity of Makassar City, South Sulawesi, from 2020 to 2024, using a qualitative approach and descriptive analysis. Data was gathered through interviews with 12 key informants and secondary sources, including official documentation. The analysis reveals that the public service performance in Makassar does not meet community expectations, mainly due to limitations in the local government's bureaucratic capacity. These limitations include insufficient personal, organizational, and system capacities, weak political will, and low community engagement. The study concludes that improving bureaucratic capacity is essential for enhancing public service delivery. To address these challenges, the study proposes four key policy recommendations: 1) Developing a strategic plan for bureaucratic capacity building, 2) Innovating government policies to better meet community needs, 3) Implementing participatory reforms, and 4) Investing in information technology to enhance governance. The main contribution of this research is providing a deeper understanding of the role of bureaucratic capacity in improving quality of public service and developing policies that are more responsive to the needs of the community.
Co-Authors A.Syarmadana Abbas, Muhammad Hasbi Adi Kurnia Afiah, Andi Ulfah Agussalim, Agussalim Agustiawan, Hendra Ahmad Yani Ahsari, Dwi Ahmadil Alam, Jaya Amaliah, Fadillah Rezki Ambo Upe Ambo Upe Abbas Andi Aryadi Andi Asri Ainun Andi Hartati Andi Rafiah Angga Alhamdani Anis, St Hasriyati Apriani Safitri Apriliyanto, Erwin Aras, Muhammad Ahyar Arisa, Arisa Arni, Esti Arqam, Syaiful Asmilasari, Asmilasari Asmini, Asmini Asriani, Besse Astriana Suandi Astuti, Nia Syahrani Baehaqi Bakri Ismail Baso Faried Yusra Besse Sulfiani Besse Sulfiani Dai, Herlina Damayanti Darmawan Darnalia Darwis Devi Lupitasari Dewi Yulianti Dewi, Anna Sari Dewi, Nurshafika Edi, Baso Bambang Juni Eka Mayasari Emi Erni Erni Erni Hasmuddin Erviana Abdullah Erwin Apriliyanto Evi Sarfianti Evita Lestari Fadillah Reski Amaliah FARIDAH Febriana, Besse Inka Fina, Fina Fitra Turahmi Fitriani, Besse Gusnawati H. Arman S Haerunnisa Haerunnisa, Haerunnisa Hafis, Muhammad Hairawati, Hairawati Haliati Hamza Hartadinata Akib Hasanah, Niswayanti Hasnawati Hasnawati Hasni Hasnidar Hasriani Hasriani, Hasriani Hasridah, Hasridah Hj. Syamsiar Husnul Khatimah Ichsan Kasnul Faraby Imran Ismail Indah Indah Indradewa, Rhian Irfandi, Rizal Irmawanti, Andi Ishaq Bagea Ismail, Wirasto Isnidiyahningsih Jaya, Muhammad Alim Jumiati Jumiati Jumrah Jumrah Juri Naswa Nathania Kadri, Laelatul KURNIA KURNIA, KURNIA Kurnia, Adi Laelatul Kadri Lantong, Muhammad Adri Lasmi, Hardiyanti Lestari, Reni Anggreni Lestari, Sri Ayu Lili Saputri LUKMAN, LUKMAN Makkarumpa, Nurhayati Mansyur, Anriani Marzuki , Sofyan Masauleng, Masauleng Mirawati Mirawati Mita Permatasari Mitha Febriani Monang, Muhammad Asrul Mudirno N Muh. Asrul Muh. Damriansyah Muhammad Arafah Muhammad Arafah Muhammad Nasir Muhammad Nasir Muhammad Nur Muhammad Nur Muhammad Nur Muhammad Rusdi Muhlis Muhlis Muliati Muliati, Muliati Mulyana Mulyana Mulyati Mulyati Muspidayani, Muspidayani Mustaking, Mustaking Mu’min, Aminul Niswayanti Hasanah Nurahma, Unin Nurcaya Nurcaya Nurcaya Nurfadilla, Nurfadilla Nurfadillah Nurfadillah Nurfadillah Nurfadillah Nurhalisah, Siti Nurnajmi, Andi Nursanti Nursanti Nursanti Nursanti Nursanti Nurul Febrianti Parioga, Hesti Pasrah, Megawati Pawe, Nisba Qadar, Jamal Rahayu, Putri Rahman, Lindah Rahmawati Rahmawati, Rahmawati Raoda Usman Ratna Ratna Dewi Ratnawati Ratnawati Reski, Baso Muh Ridhah Rachman Riska Febrianti Riska Ramayana Risma Risma, Risma Risnah, Andi Rohanah, Rohanah Rosmini Rustan, Jukarnang Said, Rahmat Saman, Andi Adehan Samputri, Salma Sanusi, Hardiati Sartina, Sartina Septiani, Azisah Siti Nurhalisah Sitti Aminah Sitti Aminah Sitti Aminah Soraya, Andi Nurafiqah Sri Nur Rahmi Sri Reski Ananda Sugandi, Ahmad Suhartini Suhesti Randa Suhesti Randa Sulastri, Erna Sulfiani, Besse SUMARNI Sumarni Sumarni Sumarni Sumarni Sumarni Suriyadi, Rivana Suryaningsih Suryaningsih Sutrisman Basir Swarga, Tirta Syamsiah, Syamsiah Syamsiar Syamsiar, Syamsiar Syamsiar, Syamsiar Syamsu Rijal Syamsuriadi Syarmadana Tenri Sau Wardani, Jusma Ayu Winarni Fujiastuti Wiwik Handayani Wulan Fabisian Yuli Ardanawati Yuliana Ripa Tangdiong Yuliana S Yuniarni Yusran Yusran Zamad, Ahmad Ghazali Zulfachri, Zulfachri Zulfachry Zulfachry