Surabaya Single Service Window
Office of communications and informatics

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
“Elaborate the situation before this initiative, not more than 500 words. What is the main problem that needed to be solved? Which social groups affected, for example the poor, illiterates, disables, elders, immigrants, women, youths, ethnic minorities, and in what fields” The public service is an important part to decide the attraction of one region to be the place for investment and become the main requirement to form an investment climate in all sectors, especially in applying for permits. Therefore, the Surabaya City Government launched an online-based program to apply for permits in 14 March 2013, named Surabaya Single Window. Surabaya Single Window, next will be called as SSW, is a system which allows to deliver single data and information, processing single and synchronized data and information also make a decision based on each work unit’s job and function in the matter of service in permission and non-permission. SSW is also a new innovation for permission arrangement to help the people of Surabaya and also foreigners who want to make an investment in Surabaya. Before this program launched, there was an image of complicated bureaucracy for permission in the government level because of many requirements that needed to be completed and submitted, and it was repeated in each bureaucratic level so it took long time and high cost to apply for a permit.

B. Strategic Approach

 2. What was the solution?
“In not more than 600 words, summarize what this initiative is and how does the initiative solve the problems faced. Elaborate the strategy done, including the main goal and the targets.” SSW allows the application to be submitted once to get some types of permission/non permission, such as: Letter of City Planning (SKRK), Environmental Recommendation, Drainage Recommendation, Traffic Recommendation, License to Build (IMB), License for Disturbance (HO), and Tourism Business Letter (TDUP). The application for SSW in the Creative Work and Room Design Department for Letter of City Planning (SKRK) and License to Build (IMB) via online and is integrated with the system in other work units, which are Living Environmental Board, Road Management and Drainage Civil Work Department, Transportation Department, and also Culture and Tourism Department. The online system of SSW was also built to fasten the process of permission/non-permission in all related work units, and create the transparency for permission process by making it easier for both the chiefs and the applicants to monitor the process of the submissions. It is also offer the ease to communicate with the applicants through SMS and email, so they can easily give the information of the process to the applicants.

 3. How did the initiative solve the problem and improve people’s lives?
“In 200 words maximum, please illustrate what makes this initiative become unique and how does this initiative solve the problems with new and different styles. Mention the creative and innovative approaches which can make this initiative successful” SSW allows the government to deliver and process data and information, and make a single decision to give the permits of custom and process the files also make the decision in every step of service, all gathered via online in one system. The development of the system involves some work units in the Surabaya City Government. This system of SSW use the requirement data in the digital form so that it allows the use and the process of the same data from some work units and fields at the same time, so that it can cut some same requirements which needed to be completed in each step of the process. The use of digital data in this SSW system also make the process can be done in semi-parallel. It will accelerate the process of permission service, so that the time can be cut off.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
“In not more than 600 words, elaborate the elements of plans that have been developed to do this strategy, including the development and key steps, main activities and also the chronology”. Upload your plan (the file is 2MB maximum or less than 5 pages) The strategies of the initiative are as follows: a. Planning by making the design of Mayor Regulation of electronically permits, manage the integrated permission via online. b. Designing the system of permission via online in order to increase the quality of public service. c. Conducting the trial for data integration in the SSW system, both inter-sections in the Creative Work and Room Design Department and also inter-work units in the Surabaya City Government. d. Deciding the Mayor Regulation Number 28 of 2013 about the procedure for Permission and Non-Permission via electronic. Organizing the development of the initiative can be done as follows: a. In the policy level, facilitated by the Assistant; b. In the training and counseling level, done by the Communication and Informatics Department and also Creative Work and Room Design Department; c. In the system implementation level, done by each related work unit.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
“In not more than 600 words, elaborate the elements of plans that have been developed to do this strategy, including the development and key steps, main activities and also the chronology”. Upload your plan (the file is 2MB maximum or less than 5 pages) The strategies of the initiative are as follows: a. Planning by making the design of Mayor Regulation of electronically permits, manage the integrated permission via online. b. Designing the system of permission via online in order to increase the quality of public service. c. Conducting the trial for data integration in the SSW system, both inter-sections in the Creative Work and Room Design Department and also inter-work units in the Surabaya City Government. d. Deciding the Mayor Regulation Number 28 of 2013 about the procedure for Permission and Non-Permission via electronic. Organizing the development of the initiative can be done as follows: a. In the policy level, facilitated by the Assistant; b. In the training and counseling level, done by the Communication and Informatics Department and also Creative Work and Room Design Department; c. In the system implementation level, done by each related work unit.
 6. How was the strategy implemented and what resources were mobilized?
“In 500 words maximum, mention the fund for related budget, technical, and human resources. How does this project funded and who support the funding” The funding of this program, both technical and human resources, is taken from the Regional Government Budget of Surabaya City Government. The Communication and Informatics Department recruited the programmers and maintenance for SSW.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
“In 400 words maximum. Mention 5 of the most concrete outputs which support the success of this initiative” 1. Time accuracy in the service because of its ease in the registration. The applicants can upload the files needed and download the result easily. The acceleration in the processing, the ability for document monitoring by the applicants in every step, also the fast access of communication if there are some mismatches found in there process, because all notifications will be given both through SMS or email. 2. People can see which developer that has the license and which one does not (before they buy property/land). They also can see the allocation based on the City Planning (trading/housing/industry, green public space, etc) of the parcels submitted. 3. Cost efficiency, because all process can be done via online. 4. Transparency, because SSW reduces the frequency of meet between the applicants and the officials, it only can be done in the meeting point room, so it can minimalize the possibility of corruption, collusion, and nepotism. 5. The comfort in the matter of consultation, because of the complete facilities, such as touch screen information monitor, online application, CCTVs, and Wi-Fi area.

 8. What were the most successful outputs and why was the initiative effective?
“In 400 words maximum, elaborate how do you monitor and evaluate the implementation of this strategy” This initiative has monitoring and evaluating system, done with these methods: a. Compare the promise and the realization of the service. b. Compare the satisfaction survey from the people between pre-implementation stage of initiative (baseline) and the post-implementation of initiative. c. Monitor the application submitted which can be done by the applicants and the service givers via online. d. Monitor all process that can be done/monitored by the officials in every related section and work unit.

 9. What were the main obstacles encountered and how were they overcome?
“In 300 words maximum, mention the description of main problems faced during the implementation also the ways to solve them” The problem faced is the limited competence from the human resources who manage SSW, because technology is always developing so that the dynamic human resources are really needed to follow the development of technology and fulfill the people’s needs. Therefore, the managers of SSW were given additional knowledge through technical counsellings, workshops, seminars, and others to increase their competence.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
“In not more than 700 words, elaborate the impact of this initiative. Give some concrete examples on how this initiative makes some changes in the public service. Explain how the improvement for that public service gave the positive impact towards the society. Explain on how does those impacts are measured” The time acceleration in completing the permits/non-permits for the Environmental Impact Analysis (AMDAL) that need the process of permits/non-permits. Letter of City Planning (SKRK), Environmental Recommendation, Drainage Recommendation, Traffic Recommendation, License to Build (IMB), License for Disturbance (HO), and Tourism Business Letter (TDUP), if there are processed partially like the way it used to be it will need 163 work days, but there will be 30 work days with SSW. It is possible because it uses digital data for all requirements and it make the applicants only need to submit the documents once and it can be used for some submissions, so that the coordination for each step can be done via online and it can results to the time and cost efficiency for the applicants.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
“In not more than 500 words, explain on how does this initiative is being continued (for example in the matter of budgeting, social and economy, culture, environment, institutional, and regulation). Explain is this initiative is being replicated or disseminated for all public services in national scale and/or international and/or how does this initiative replicated.” Nowadays, SSW is still being developed to get integrated with other systems owned by the Surabaya City Government into one big system, which is the planning system of Surabaya. SSW is also being studied by other city/regency governments around Indonesia which had visited Surabaya to adopt this based on the needs in their own regency/city.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
“In not more than 500 words, elaborate the general experiences got during the implementation of this initiative, the learning, and also your recommendation for the future” The general experiences of this initiative are: a. Good Governance values, especially the honesty, open, and transparency value all related parties are the pre-requirement for the success of this initiative. b. Cooperation value between parties is the booster to fasten the success of this online permission service. Further recommendations for this initiative are: a. Need to be continued and developed by involving all permission or non-permission service in Surabaya City Government in the system of SSW as a part of accelerated reformation of bureaucracy through the improvement of the quality for public service. b. Develop the system of Surabaya Single Window by involving other organizations/agencies like the National Land Agency (BPN).

Contact Information

Institution Name:   Office of communications and informatics
Institution Type:   Government Agency  
Contact Person:   Novi Setiowati, S.Sos
Title:   Mrs  
Telephone/ Fax:   +62315312144, ext. 292 / +6282230885632
Institution's / Project's Website:  
E-mail:   dinkominfo@surabaya.go.id  
Address:   Jl. Jimerto No. 25 – 27 lantai 5, Surabaya 60272
Postal Code:   60272
City:   Surabaya
State/Province:   East Java
Country:  

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