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

17/1/2019

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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
Telefax: (+632) 8 929 7789
  • Home
  • About
    • Our Story
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    • EROPA Centers
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    • EROPA Chairperson
  • Membership
    • Members' Corner
    • Join EROPA >
      • Individual Membership Form
      • Group Membership Form
      • State Membership
    • State Members
  • Public Administration News
  • Conferences
    • 2021 EROPA Conference
    • List of Past Conferences
    • Database for Past Conferences >
      • 2019 EROPA 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
    • EROPA ExP >
      • Find an Expert
      • JOIN ExP DATABASE
    • OYPA >
      • FAQs/Guidelines
      • OYP Nomination Form
  • #TAG Dialogue
    • About #TAG Dialogue
  • 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
  • Downloads
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  • 2021 EROPA Conference