| 4. In which ways is the initiative creative and innovative?
The first step for realization of Service Excellence is the restructuring of the front desk. Front desks for various certificate registrations were previously separated and unorganized. We prepared a single reception room to eliminate confusion, and ensured that the publics are well informed of the service flow. A feature video is available to achieve this goal.
The next step is to reorganize the human resources. Staffs are transferred according the qualifications requirement, and given service and motivational trainings alongside various team-building activities.
One key element in accelerating the process of finishing the certificates is the transfer of documents signing authority and allows several processes to takes only one day, even at the weekends.
Acting sporadically in providing service will bring less benefit for the public when compared coordinating it with other related parties. We socialized our programs to Provincial Government, Notary Publics, District Heads, Real Estate Indonesia and mass media.
Coordination between all staffs in Tangerang Regency Land Affairs Office is conducted daily, while unit heads meet once a week to consolidate the program.
We recognize staff’s high performance through reward and punishment system, with the basis of their service towards the public. It is expected that they will compete to excel in their respective job.
| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The stakeholders are as follows:
a. Every member of the unit.
b. Tangerang Regency Government
c. Notary Public Association
d. District Heads
e. Real Estate Indonesia
| 6. How was the strategy implemented and what resources were mobilized?
Funding resources are:
a. Internal Budget of Tangerang Regency
b. External resources consist of
- Software and hardware for certificate validation granted by Provincial Government’s.
- Vehicles granted by Provincial Government
- Equipments and promotion contributed by Notary Public’s Association
c. The total spending for the program is IDR500.000.000
| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The outputs of each service products are as follow:
a. One Day Service:
Service process acceleration of 9 service types in which land- related certificates are usually issued7 to 30 days after submission, and with the new system they are reduced to one day.
b. Quick Wins Service
Express servicing of 11 types of service.
c. Non Stop Service
Our service is still running during launch break.
d. Customer Service Counter and Complaint Service
This counter facilitate the society to request for information and file for complaints
e. Service Excellence
Providing the public with the best service possible to ensure their satisfaction:
- Smile, Salam and Greetings
- Outsourcing the front office, back office and customer service staffs and require the to show up for work in decent and attractive physical appearances.
| 8. What were the most successful outputs and why was the initiative effective?
The system that we employ to monitor the progress and evaluate the projects is as follow:
a. Optimization of Land Affairs Office Computerization system.
b. Facilitating complaints, critiques, and suggestions through:
ii. Text messages
iii. Suggestion Box
iv. Proving Society’s Eatisfaction Index feature in our web site.
c. Monitoring and Evaluation
i. Staffs are briefed every morning
ii. Officers have a weekly coffee morning every Tuesday.
| 9. What were the main obstacles encountered and how were they overcome?
Challenges are in the form of:
1. Internal Challenges:
a. Limitations of human resources available
b. Staff’s resistances to changes
c. Inadequate system
d. Incomplete infrastructure
2. External Challenges:
a. The society are unaware of the changes we make thus the need for more socialization
b. The presence of illegal brokers who feel that their source of income is being hampered
The solutions for the problems are:
1. Solution for internal challenges
a. Procuring staffs who are managed by third party (outsourcing) with the expectation that they will work better and more diligent.
b. Conducting Service Excellent trainings and giving motivations to the staffs
c. Creating a system for service that is integrated and less complicated
d. Forming cooperation and alliances with vertical units and Notary Public Association.
2. Solution for external challenges
a. Socialization, be it directly to the public or through electronic and printed media.
b. Assuring the society that illegal brokerage is a corrupting practice and should be expelled from our system