Minister: All Services We Provide Are Citizen-Centred
Administrative and Bureaucratic Reform Minister Rini Widyantini has affirmed that all government services are focused on the public, with the aim of making them easier to access.
She also stressed that public services must be oriented towards people’s needs, prioritising ease of access, integrity and innovation. Jember Regency’s Public Service Mall (MPP) is one example of this effort, integrating 279 types of services from 17 agencies in one location so residents can access a range of government services more easily and efficiently.
Rini made the remarks during a visit to Jember’s MPP on Monday (26 October 2026), accompanied by House of Representatives Commission II member Muhammad Khozin and Jember Regent Muhammad Fawait.
“In principle, all the services we provide are citizen-centred: the focus is on making it easier for people to access every service the government must provide,” Rini said in a written statement on Tuesday (27 October 2026).
Jember’s MPP currently serves an average of around 100 to 300 visitors a day. Its most-used services include population administration, licensing and non-licensing services, and those provided by the Social Security Administering Body (BPJS).
“Integrating these various services is expected to reduce bureaucratic obstacles while giving the public a more practical service experience,” she said.
To extend its reach, the Jember Regency Government has also developed Mini MPPs in three subdistricts—Mayang, Jombang and Tanggul—which have been operating since May 2026. The initiative is intended to bring services closer to residents, so they do not always have to travel to the main service centre to handle certain administrative needs.
The government plans to expand the Mini MPP network to additional subdistricts, including Kalisat. The expansion is expected to improve the even distribution of access to public services, particularly for people living far from the government centre.
Alongside in-person services and Mini MPPs, the Jember Regency Government is taking an omnichannel approach through online digital services, self-service kiosks and mobile outreach, particularly for vulnerable groups.
Rini also emphasised that the development of digital services should be accompanied by support for people with limited digital literacy. This would ensure that the use of technology goes hand in hand with the public’s need for services that are accessible, evenly available and inclusive.
“Through service integration, stronger integrity and the expansion of innovation down to the subdistrict level, Jember’s MPP is expected to continue improving public-service governance and become more responsive to people’s needs,” she said.
Residents have also experienced the benefits of service integration at Jember’s MPP. Zainal Rifin said he was helped when arranging a family card (KK) to add a new family member. He said staff provided good service and assisted him with the documentation process.
“The service process took only about 15 minutes,” Zainal said.
Haryanto shared a similar experience when he came with his daughter to amend her electronic identity card and birth certificate. He praised staff for giving clear and friendly guidance. He said the Monalisa mobile outreach service had also made it easier for residents to access population administration services.
Rini Rahayati, Efi Fawzatun Nikmah and Rita also said they had benefited from the services when arranging documents required for travel to Singapore. They praised the clarity of the information and the transparency of service fees.
They hope the quality of service will be maintained and improved, including by providing a larger service area to make visits more comfortable.