Article Per Year (5 Year)
p-Index From 2020 - 2025
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All Journal JPAP (Jurnal Penelitian Administrasi Publik) (e-Journal) Golden Ratio of Human Resource Management
Faruq, M.
Unknown Affiliation
Decision Sciences, Operations Research & Management Social Sciences

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Collaboration of Stakeholders and AI in The Implementation of New Public Service in The Digital Era Faruq, M.; Wardiyanto , Bintoro; Umpain, Siti Hatijah; Toyib, Muchammad
Golden Ratio of Human Resource Management Vol. 5 No. 1 (2025): August - February (Article in Press)
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grhrm.v5i1.656

Abstract

This study emphasizes the importance of applying the New Public Service (NPS) concept in public service management in the digital era through a Systematic Literature Review (SLR) of five articles from Scopus (2021-2024). The analysis indicates that NPS can enhance the quality of public services in an inclusive, collaborative, and responsive manner. NPS promotes stakeholder collaboration, AI integration in services, and citizen involvement in public value creation. The main challenges in implementing NPS are bureaucratic cultural resistance and insufficient policy dissemination. This study underscores the need for leaders to develop strong commitment, improve effective communication, strengthen cross-sector collaboration, and involve the community in the transition towards NPS. Furthermore, the research highlights the necessity of an integrated public service ecosystem framework to facilitate collaboration among the government, private sector, and society, providing innovative solutions to public service challenges in the digital era.
Improving Public Sector Service Quality, Public Trust, And Responding To Change In The Public Sector Through Marketing Strategies : A Systematic Literature Review: Improving Public Sector Service Quality, Public Trust, And Responding To Change In The Public Sector Through Marketing Strategies : A Systematic Literature Review Umpain, Siti Hatijah; Herachwati, Nuri; Faruq, M.
JPAP: Jurnal Penelitian Administrasi Publik Vol. 10 No. 1 (2024): JPAP (Jurnal Penelitian Administrasi Publik)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v10i1.11531

Abstract

In the public sector's modernization process, advances in ICTs play a pivotal role. The government's ability to succeed during times of change hinges on providing high-quality services and maintaining public trust. Effective marketing strategies and IT implementation can significantly enhance the efficiency, accessibility, and public perception of public services. Through a Systematic Literature Review (SLR), this study investigates the literature on marketing strategies, governance, public services, trust, and organizational change in the public sector. 10 articles identified through Publish or Perish met the research criteria and provided thematic and quantitative analyzes to substantiate the findings. This review underscores the potent role of information technology and persuasive marketing in enhancing service quality and bolstering public trust. The data collected reveals that governments employ technological innovations to improve services and overcome challenges. Coordinating IT and marketing strategies in the public sector improves service quality, builds public trust, and increases flexibility. Creating effective marketing plans and maximizing IT spending can significantly enhance operational effectiveness, build a positive public service reputation, and ultimately lead to increased public confidence and adaptability. Keywords: Service Quality, Public Trust, Response to Change, Public Sector, Marketing Strategies
Collaboration of Stakeholders and AI in The Implementation of New Public Service in The Digital Era Faruq, M.; Wardiyanto , Bintoro; Umpain, Siti Hatijah; Toyib, Muchammad
Golden Ratio of Human Resource Management Vol. 5 No. 1 (2025): August - February
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grhrm.v5i1.656

Abstract

This study emphasizes the importance of applying the New Public Service (NPS) concept in public service management in the digital era through a Systematic Literature Review (SLR) of five articles from Scopus (2021-2024). The analysis indicates that NPS can enhance the quality of public services in an inclusive, collaborative, and responsive manner. NPS promotes stakeholder collaboration, AI integration in services, and citizen involvement in public value creation. The main challenges in implementing NPS are bureaucratic cultural resistance and insufficient policy dissemination. This study underscores the need for leaders to develop strong commitment, improve effective communication, strengthen cross-sector collaboration, and involve the community in the transition towards NPS. Furthermore, the research highlights the necessity of an integrated public service ecosystem framework to facilitate collaboration among the government, private sector, and society, providing innovative solutions to public service challenges in the digital era.
Co-Authors Nuri Herachwati Toyib, Muchammad Umpain, Siti Hatijah Wardiyanto , Bintoro