Formulating Integrated Public Services in Batu City: A Preliminary Study

This study aims to develop an initial framework for integrating public services in Batu City. Integrating public services in Batu City is formulated into the Integrated Public Service (Public Service Mall). This research is preliminary, meaning the researchers wanted to identify potential public services developed in Batu City. Furthermore, the discussion of the initial framework focused on three aspects: institutional, management, and human resource management. This research used a mixed-methods approach. Data was collected through questionnaires, semi-structured interviews, focus group discussions, and literature studies. The result showed that the integration of public services in the city of Batu had the potential to be developed through Public Service Mall. The strategic placement of Public Service Mall locations was needed to provide affordability for the community. Public Service Mall could also expand services from 118-130 to 130-140. From an institutional perspective, Public Service Mall remained under the Batu City One-Stop Integrated Service and Investment Service (DPMPTSP) supervision by coordinating with technical agencies from the public and private sectors. Then, in terms of management, implementing the Service Mall required physical and network infrastructure in the service process. Finally, the HRM (Human Resource Management) aspect needed to pay attention to the competency skills of the apparatus, both as implementers and as control systems.