Analisis Implementasi Kebijakan Pelayanan Terpadu di Mall Pelayanan Publik Kota Tasikmalaya(Pendekatan Tata Kelola Kolaboratif Integratif)

Abstract

Tuntutan masyarakat terhadap pelayanan publik yang cepat, transparan, dan terintegrasi mendorong pemerintah daerah untuk melakukan inovasi birokrasi, salah satunya melalui pembentukan Mall Pelayanan Publik (MPP). Penelitian ini bertujuan untuk menganalisis implementasi kebijakan pelayanan terpadu di MPP Kota Tasikmalaya dengan menggunakan kerangka tata kelola kolaboratif integratif dari Emerson, Nabatchi, dan Balogh (2012). Metode penelitian yang digunakan adalah kualitatif dengan pendekatan studi lapangan melalui observasi langsung serta studi literatur. Hasil analisis menunjukkan bahwa System Context seperti kebijakan pusat dan dukungan politik lokal menjadi pendorong utama kolaborasi. Collaborative Governance Regime (CGR) telah terbentuk melalui principled engagement, shared motivation, dan capacity for joint action, meskipun komponen kapasitas bersama masih menghadapi tantangan pada keandalan infrastruktur TI dan kompetensi SDM non-ASN. Secara keseluruhan, tindakan kolaboratif di MPP Kota Tasikmalaya yang mengintegrasikan 262 jenis layanan telah memberikan dampak positif berupa peningkatan jumlah pemohon secara signifikan dari tahun ke tahun, meskipun penguatan mekanisme adaptasi teknologi dan kebijakan darurat tetap diperlukan demi keberlanjutan layanan.

Kata Kunci: Collaborative Governance, Mall Pelayanan Publik, Pelayanan Terpadu, kota Tasikmalaya

Abstract

The increasing public demand for fast, transparent, and integrated public services has encouraged local governments to implement bureaucratic innovations, one of which is the establishment of Public Service Malls (Mall Pelayanan Publik/MPP). This study aims to analyze the implementation of integrated public service policies at the Tasikmalaya City Public Service Mall using the Integrative Collaborative Governance framework developed by Emerson, Nabatchi, and Balogh (2012). The research employed a qualitative approach through field observations and literature review. The findings indicate that the System Context, particularly national policy support and local political commitment, serves as the primary driver of inter-organizational collaboration. The Collaborative Governance Regime (CGR) has been established through principled engagement, shared motivation, and capacity for joint action. However, the capacity for joint action remains constrained by challenges related to information technology infrastructure reliability and the competencies of non-civil servant personnel. Overall, the collaborative actions implemented at the Tasikmalaya City Public Service Mall, which integrates 262 public service types, have generated positive outcomes, as reflected in the significant annual increase in service applicants. Nevertheless, strengthening technological adaptation mechanisms and emergency policy frameworks remains essential to ensure the sustainability and

resilience of public service delivery.

Keywords: Collaborative Governance; Public Service Mall; Integrated Public Services,Kota Tasikmalaya