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All Journal Journal of Indonesian Scholars for Social Research
Ambo Masse
Sekolah Tinggi Ilmu Administrasi Yappi Makassar
Humanities Education Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Effectiveness of Records Management in Public Service Delivery: Evidence from a Secondary Data Review Indah Sri Andini; Abdul Sahid; Ambo Masse
Journal of Indonesian Scholars for Social Research Vol. 6 No. 2 (2026): JISSR
Publisher : Cendekiawan Indonesia Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59065/jissr.v6i2.309

Abstract

Effective records management is a core administrative capability because public services depend on the timely availability, authenticity, traceability, and security of information generated through government transactions. This study examines how records management contributes to public service effectiveness using secondary data only. An integrative document review was conducted using peer-reviewed studies, international standards, Indonesian legislation, and official archival policy documents. Sixteen substantive sources were purposively retained because they directly addressed records management, public-sector service delivery, accountability, transparency, or electronic records management. The material was coded thematically around service timeliness and retrieval, accuracy and evidentiary reliability, accountability and transparency, digital integration, and organizational capacity. The review shows that records management improves public service delivery primarily by reducing information-search delays, supporting consistent decisions, preserving evidence of administrative actions, strengthening access to information, and enabling continuity across organizational units. However, digitization alone does not guarantee effectiveness. Recurrent constraints include weak classification and retention controls, fragmented paper-digital workflows, limited professional capacity, inadequate infrastructure, weak management support, and incomplete compliance with archival rules. The Indonesian policy context provides a strong formal basis through Law No. 43 of 2009 on Archives, Law No. 25 of 2009 on Public Services, and the SRIKANDI integrated electronic records system, but implementation effectiveness depends on embedding records controls into day-to-day service processes. The study concludes that records management should be treated as service infrastructure rather than a back-office administrative function.
Good Governance and Public Service Performance in Indonesia: A Secondary Data Analysis of Accountability, Digital Government, and Service Quality Shelina Amalia; Abdul Sahid; Ambo Masse
Journal of Indonesian Scholars for Social Research Vol. 6 No. 2 (2026): JISSR
Publisher : Cendekiawan Indonesia Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59065/jissr.v6i2.310

Abstract

Good governance is widely presented as a normative foundation for improving public-sector performance, yet its practical relationship with public service quality is not always straightforward. This study examines the implementation of good governance in Indonesian public service delivery using secondary data only. A descriptive-integrative secondary data design was employed by synthesizing official government statistics, regulatory documents, Ombudsman reports, international governance frameworks, and peer-reviewed literature. The principal empirical sources include the national Public Service Index (Indeks Pelayanan Publik/IPP), the Electronic-Based Government System Index (Sistem Pemerintahan Berbasis Elektronik/SPBE), the 2024 public service compliance assessment of the Ombudsman of the Republic of Indonesia, and national regulations governing public services and digital government. The results show measurable progress in several governance-related indicators. The national IPP increased from 3.93 in 2023 to 4.02 in 2024, while the national SPBE Index rose from 2.26 in 2020 to 3.12 in 2024. Ombudsman data also indicate that the number of assessed entities classified in the green zone increased from 179 in 2021 to 494 in 2024, representing approximately 84.16% of the 587 entities assessed in 2024. Nevertheless, more than 10,000 public reports were resolved and approximately 112,000 consultations were received by the Ombudsman during 2024, with local governments remaining the most frequently reported institutions. These findings suggest that Indonesia has strengthened formal compliance, service standards, and digital administrative capacity, but persistent complaints and maladministration risks reveal an implementation gap between institutional reform and citizens’ service experiences.
Evaluating Minimum Service Standards in Maritime Education and Training Delivery Units: A Secondary Data Analysis Claudy Ananda Ginola; Abdul Sahid; Ambo Masse
Journal of Indonesian Scholars for Social Research Vol. 6 No. 2 (2026): JISSR
Publisher : Cendekiawan Indonesia Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59065/jissr.v6i2.312

Abstract

Minimum Service Standards (Standar Pelayanan Minimal, SPM) provide an administrative and operational benchmark for ensuring that public service organizations deliver services with defined levels of quality, timeliness, accessibility, accountability, and user orientation. In maritime education and training, these standards have additional significance because service quality is directly connected to seafarer competence and maritime safety. This study evaluates the SPM framework applied to maritime education and training delivery units in Indonesia using secondary data and documentary analysis. The analysis draws on national public service legislation, Ministry of Transportation regulations, institutional service-standard documents, and the International Convention on Standards of Training, Certification and Watchkeeping for Seafarers (STCW). The documents were coded into six evaluation dimensions: service accessibility, learning-process reliability, instructor competence, facilities and training infrastructure, assessment and certification, and accountability and user satisfaction. The findings indicate that the Indonesian regulatory framework provides a relatively comprehensive normative foundation, particularly through service standards covering admission, instructional processes, facilities, competency assessment, service time, costs, and complaint handling. However, the framework is stronger in specifying procedural and input requirements than in demonstrating outcome-based performance. The study therefore identifies the need for measurable service targets, periodic disclosure of performance results, stronger user-feedback mechanisms, and closer integration between public-service standards and STCW-based competency assurance. SPM effectiveness should be assessed not only by formal compliance but also by whether service standards consistently produce competent graduates, timely certification, transparent costs, and reliable user experiences.
Co-Authors Abdul Sahid Claudy Ananda Ginola Indah Sri Andini Shelina Amalia