One-Stop Reintegration Assistance for Indonesian Migrant Workers Returning from Hong Kong: Integrating Document Services, Competency Recognition, and Livelihood Planning

Novliza Eka Patrisia (Department of Public Administration, Faculty of Social and Political Sciences, Universitas Muhammadiyah Bengkulu, Indonesia)
Rosidin (Department of Public Administration, Faculty of Social and Political Sciences, Universitas Muhammadiyah Bengkulu, Indonesia)
Trya Poppy Anjani (Department of Public Administration, Faculty of Social and Political Sciences, Universitas Muhammadiyah Bengkulu, Indonesia)
Berlin Tri Kusuma (Department of Public Administration, Faculty of Social and Political Sciences, Universitas Muhammadiyah Bengkulu, Indonesia)

English and Tourism Studies
Vol. 3 No. 2 (2025): December

Tourism development depends not only on attractions and promotion but also on the administrative systems through which businesses, infrastructure projects, and local service providers obtain permits, technical approvals, and public-sector support. This study examines one-stop public service transformation in four district-level institutions in Bengkulu Province and evaluates its implications for tourism investment and destination governance in a peripheral regional context. A qualitative multi-site design combined policy-implementation analysis with a 24-indicator service transformation matrix covering accessibility, procedural efficiency, inter-agency and system integration, and institutional adaptation. Evidence was generated through fourteen focus group discussions involving administrators, technical agency personnel, business applicants, and citizens; approximately seventy hours of direct observation; and documentary analysis of licensing regulations, delegation instruments, standard operating procedures, and service-performance records. The results show that applicant-facing consolidation has advanced more rapidly than effective decision integration. Accessibility achieved the strongest domain performance, whereas procedural efficiency and integration remained the weakest. Interoperability was limited, case tracking was incomplete, field verification was under-resourced, and technical recommendations continued to operate as external decision points. These conditions produce a single-window, multiple-desk configuration in which the service interface is integrated but the decision chain remains fragmented. For tourism governance, the findings indicate that destination competitiveness can be constrained by administrative infrastructure even when tourism promotion and physical facilities improve. The study therefore proposes an Authority–Capacity–Interface framework for diagnosing tourism-supporting public-service systems and recommends complete delegation, embedded technical capability, end-to-end digital tracking, interoperable data exchange, funded verification, and service-level accountability.