Implementation of Service Standards in the Framework of Increasing the Quality of Public Services in the Faculty of Social Sciences and Law State University of Surabaya to Achieve the Integrity Zone of Area Free of Corruption

DOI

10.2991/978-2-38476-152-4_150How to use a DOI?

Keywords

Integrity Zone; Public Service; Service Standard

Abstract

The Ministry of Education, Culture, Research, and Technology is continuing to conduct bureaucratic reform in accordance with the road map developed by the bureaucratic reform team and work units. The main goals of bureaucratic reform, which include a clean, accountable, and performing bureaucracy, an effective and efficient bureaucracy, and the provision of good and quality public services, must be supported by the establishment of integrity zones aimed at areas free of corruption (WBK) and clean and serving bureaucratic areas (WBBM). Through the development of integrity zones, all work units within the Ministry of Education and Culture are obligated to support the core purpose of bureaucratic reform. Surabaya governmental University, a governmental university overseen by the Ministry of Education and Culture, is no exception. Surabaya State University appointed the Faculty of Social Sciences and Law to be the faculty proposed to achieve the title of integrity zone free from corruption. The purpose of this study was to determine the development of integrity zones at Faculty of Social Sciences and Law Surabaya State University, especially in terms of improving public services. The research method used is qualitative research with data collection techniques through in-depth interviews and field observations of faculty leaders who are authorized to make policies regarding service standards and conduct interviews with education staff as service providers directly to users, as well as interviews with service users about service quality in Faculty of Social Sciences and Law. The result of this research is a description of the implementation of service standards in Faculty of Social Sciences and Law, then it is known the level of satisfaction of lecturers and education staff in obtaining services which will be used as material for analysis to create service innovations in Faculty of Social Sciences and Law.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Vita Mahardhika
AU  - Dian Ayu Larasati
AU  - Mutiah
AU  - Melda Fadiyah Hidayat
AU  - M. Noer Falaf Amin
PY  - 2023
DA  - 2023/12/19
TI  - Implementation of Service Standards in the Framework of Increasing the Quality of Public Services in the Faculty of Social Sciences and Law State University of Surabaya to Achieve the Integrity Zone of Area Free of Corruption
BT  - Proceedings of the International Joint Conference on Arts and Humanities 2023 (IJCAH 2023)
PB  - Atlantis Press
SP  - 1474
EP  - 1483
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-152-4_150
DO  - 10.2991/978-2-38476-152-4_150
ID  - Mahardhika2023
ER  -