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Building a Democratic Public Service through Citizen’s Charter:  Lessons Learnt from Yogyakarta City

17/1/2019

2 Comments

 
Agus Pramusinto,
Gadjah Mada University, Indonesia


This article discusses the “citizen’s charter” as an instrument for the development of a democratic public service.  Theoretically, linking public service to democracy is a challenging task in public administration.  Traditional models of public administration consider the government as responsible for ensuring public service efficiency and effectiveness.  On the contrary, the citizen’s charter model espouses the notion of involving citizens in determining public service delivery methods.  This article will discuss the adoption of the citizen’s charter in the service of birth certificate delivery  in Yogyakarta city, Indonesia. There was a need to improve the delivery of birth certificate services due to the fact that the process one had to follow to get them was plagued with red tape and uncertainty with respect to procedures, time required, and charges, as it involved several agencies. In fact, possessing a birth certificate influences right of access to delivery of other public services such as education and health services. The participation of citizens has not only contributed significantly toward improving public service quality generally,  but has also enhanced political consciousness of the citizen’s right to influence government processes. Consequently, local officials such as the village heads and the sub-district heads have become more accountable in providing public services.
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    ​ARPA 2012 Volume 23, Nos. 1 & 2

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EASTERN REGIONAL ORGANIZATION FOR PUBLIC ADMINISTRATION
National College of Public Administration and Governance
University of the Philippines, Diliman 1101 Quezon City
Philippines
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  • Home
  • About
    • Our Story
    • Constitution
    • EROPA Centers
    • EROPA Secretariat >
      • Sec-Gen's Corner
    • EROPA Chairperson
  • Publications
    • Public Administration News
    • ARPA >
      • ARPA Editorial Board
      • ARPA Call for Papers
      • Publication Ethics and Malpractice Statement
      • Notes for Contributors
      • Abstracts >
        • 2019, Volume 30, Nos. 1-2
        • 2018, Volume 29, Nos. 1-2
        • 2017 Volume 28, Nos. 1 & 2
        • 2016 Volume 27, Nos. 1 & 2
        • 2015 Volume 26, Nos. 1 & 2
        • 2014 Volume 25, No. 2
        • 2014 Volume 25, No. 1
        • 2013 Volume 24, Nos. 1 & 2
        • 2012 Volume 23, Nos. 1 & 2
        • 2011 Volume 22, No. 2
    • EROPA Bulletin >
      • Call for Inputs
    • Resources >
      • EROPA Brochure & Forms
  • Membership
    • Members' Corner
    • Join EROPA >
      • Individual Membership Form
      • Group Membership Form
      • State Membership
    • State Members
  • Conferences
    • 2023 EROPA Conference
    • 2022 EROPA Conference
    • 2021 EROPA Conference
    • 2020 EROPA Conference
    • List of Past Conferences
    • Database for Past Conferences >
      • EROPA 2022 Conference
      • EROPA 2019 Conference
      • EROPA 2018 Conference
      • EROPA 2017 Conference
      • EROPA 2016 Conference
      • 2012-2015 Conferences
    • Carlos P. Ramos Award for Best Conference Paper
    • Asian Leadership Forum
    • Stories to Share
  • Activities
    • Latest Activities
    • EROPA ExP >
      • Find an Expert >
        • Peter Bergerson
        • Edna Estifania A. Co
        • Sofian Effendi
        • Akio Kamiko
        • Pan Suk Kim
        • Masao Kikuchi
        • Perla Legaspi
        • Lue Li
        • Akira Nakamura
        • Orlando Mercado
        • Jon Quah
        • Lisa Saye
        • Sombat Thamrongthanyawong
        • Prijono Tjiptoherijanto
        • Roger Wettenhall
        • Tao Zhang
        • Mohd Afzanizam Mohd Badrin
        • Wong Wai Lun, Vincent
      • JOIN ExP DATABASE
    • OYPA >
      • FAQs/Guidelines
      • OYP Nomination Form
  • #TAG Dialogue
    • About #TAG Dialogue
    • #GovInTheTimeOfCorona
  • Contact Us