<![CDATA[The One-Stop Integrated Administration System (SAMSAT) is a public institution responsible for motor vehicle administration. In practice, several issues remain, such as burdensome procedures, disruptions to technology-based service systems, variations in service quality as perceived by the public, and coordination problems. These conditions indicate a discrepancy between established service policies and their implementation in practice. Drawing on Mirelee S. Grindle’s theory, this study aimed to analyze the implementation of service policies at SAMSAT Kuningan, identify the factors supporting and hindering their implementation, and formulate strategies to improve policy implementation. This research employed a descriptive qualitative approach, with data collection techniques including observation, documentation, and interviews. The results indicated that the implementation of service policies at SAMSAT Kuningan had generally proceeded adequately based on indicators of policy content and implementation context. However, several operational challenges persisted, including information system disruptions, suboptimal use of digital services by some members of the public, and complaints regarding service responsiveness. Inter-agency cooperation, availability of service facilities, and digital service innovations were identified as key supporting factors in implementation.]]>
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