PANRB Drafts New Regulations: Public Service Standards Based on Life Events

The Ministry of Administrative and Bureaucratic Reform (PANRB) is currently drafting a new policy that will serve as a guideline for establishing integrated service standards across various sectors, based on human life events.

Ajib Rakhmawanto, Assistant Deputy for Public Service Policy Formulation, stated that this draft regulation places the needs and journeys of the community at the starting point of service design. This approach will be used as a consideration when implementing every type of service that is required to have service standards.

“Through this draft policy regulation, the Ministry of PANRB is not only strengthening service standards but also introducing an integrated design that weaves various types of services into a single service experience based on life events,” Ajib said on Thursday.

The determination of service types will consider the authority of implementation, service products, users and their needs, the implementation process, and the interconnectedness with other types of services. Service standards are also intended to serve as quality control instruments focused on human needs.

“The preparation begins with mapping the service user’s journey, which illustrates needs, expectations, service stages, user actions, interaction points, experiences, and the bottlenecks experienced by the public,” Ajib emphasised.

This draft regulation is intended to replace the Minister of PANRB Regulation No. 15/2014 regarding Service Standard Guidelines. During the transformation process, internal harmonisation is being conducted within the work units of the Ministry of PANRB to obtain input, responses, and recommendations regarding the material content to enrich the substance.

Moving forward, the regulation will continue to enforce existing Service Standards and Service Declarations, which will be adjusted gradually in accordance with the new policy. The Ministry of PANRB will subsequently play a role in establishing guidelines and the list of life events, facilitating coordination between providers, providing a national public service information system, and conducting guidance, monitoring, and evaluation of implementation.