| dc.description.abstract | Public licensing services are an important indicator of good governance. In this context, bureaucratic reform at the Investment and Integrated Services Agency (DPMPTSP) of North Sumatra Province is a strategic effort to improve the quality of licensing services, making them faster, more transparent, and more accountable. This study aims to analyze the implementation of bureaucratic reform in terms of institutional aspects, administrative procedures, and human resources, as well as its impact on the quality of licensing services at the DPMPTSP.
The research method used in this study is descriptive qualitative. Data and information were collected using interviews, observation, documentation, and literature review techniques. The research location was the Investment and One-Stop Integrated Service Agency of North Sumatra Province. Informants in this study were the Head of the Agency, the Secretary of the Agency, the Head of the Personnel Subdivision, implementing staff, and service users. Data and information were analyzed based on Sedarmayanti's (2009) theory, which includes: institutional arrangement, administrative/management arrangement, and human resources/civil service arrangement.
The research results indicate that the implementation of bureaucratic reform at the DPMPTSP of North Sumatra Province has made progress, particularly in terms of simplifying procedures and utilizing information technology. The impacts of this reform include increased efficiency in terms of time and costs for applicants, as well as the creation of more transparent and accountable services. The improvement in service quality is also reflected in efforts to enhance the professionalism and responsiveness of employees. However, there are still several challenges, such as limitations in the competence of civil servants, inefficiency in service delivery time, and weak internal oversight. Bureaucratic reform has contributed to improving service quality, but its implementation has not been fully optimized. Therefore, a stronger commitment from all elements of the bureaucracy is needed to achieve professional, fast, transparent, and corruption-free public services. | en_US |
