Fish Quarantine And Inspection Agency Branch Office Semarang

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
Fish industry in Semarang is flourishing. In 2012, exports were valued at US132,584,045. Semarang Office is the goverment agency into monitoring the health safety of fishery products in Central Java. We are responsible to prevent the introduction of fish diseases and to contain its widespread. We guarantee the quality and the safety of the fish products and conduct quality management system in the form of Fish Health Certification. Our job is very important in its relation with the need ensure public safety. Fish Health Certification is a precondition for fishing companies to run their businesses. It is required in all four type of fish distribution: import, export, domestic inflow and domestic outflow; and in both harbors and airports. The process of obtaining such certificate starts with the submission of inspection request by the company. Our staffs will follow-up the request by collecting samples and subsequently test it in laboratory. The type of fish to be distributed and its quantity would be verified. The certificated will be issued if laboratory reports state that the fishes are of good health and quality. Before 2011, the process of issuing Fish Health Certificate took 14 days to complete due to the length of various tests in the laboratory. Virus, bacteria, fungi and parasite testing took 2, 7, 7 and 4 days respectively. It incurs a large cost and must be bore by the applicants. The fact that the applicants must come to our office to submit their inspection request is viewed as a weakness. Such complicated procedure is the result of the fact that the process in the quarantine Office is not yet integrated with the process in other related offices. Servicing staffs were considered to have poor understanding of the procedure and it caused the applicants seek help from only a handful of staffs that they already know. Limited information and low certainty regarding the tariffs of the certification caused negotiation to take place, and this fact was made worse by the staff’s poor attitude toward public service. As a guarantee for the quality of fish products, fish health certificates add the overall value of our fish products, especially in international market. Poor public service in this field would mean poor ability to compete, since overtime, fish products a prone to quality degradation. This problem is a special challenge for Semarang Quarantine Office because the publics have high expectation that the service would soon become timely and qualified. A concrete action is needed to meet that expectation and at the same time change public’s perception that has long been so negative. The Quarantine Office answered such challenge in 2012 by comprehensively improve its service and realize a corruption free territory.

B. Strategic Approach

 2. What was the solution?
Fish Quarantine and Inspection Agency Office Semarang initiated a collaboration of several systems and standards to deal with the challenges and strive to realize the corruption free territory. The system and standards are Service Standard, Integration to Indonesia National Single Window, ISO 9001:2008 for service system, ISO 17025:2005 for laboratory testing, resources investment and information system. The program is dubbed “Qualified Fish Quarantine Service in the Corruption Free Territory”. Eradication of corruption is an integrated part of any service improvement efforts because any system is only as good as it’s operator. Any commitment to increase service quality would mean very little if the commitment to eradicate corruption does not exist. Service improvement in Semarang Fish Quarantine and Inspection Agency was started by setting a service standard of which composition involved our service users. This fact ensures that the users contribute to the identifications of important aspect in making the service better and more accessible. With the integration of our service information system to Indonesia National Single Window, service users are only required to submit a quarantine inspection request once, and the system will automatically forward the documents to the licensing application of Indonesian Custom Office. This will speed up the process for them to get custom permits and eventually lower their product’s storage costs. Fish Quarantine Certification service, based on ISO 9001:2008, guarantees the certainty of time, cost, procedure and service officers and gives access for valuable information. The time for the issuance of fish health certificate can be trimmed from 14 days to 7 days. The economic cost is lowered to 50%, which for example is calculated as follows: A cold storage with 504m3 would require 1.025kwh per day which in 14 days will cost IDR19.041.200 (assuming 1kwh of electricity costs IDR1.352). Allowing the fishes to be unloaded from the storage in the 7th day will cut IDR9.700.600 from the total cost. The implementation of ISO 17025:2005 standards in our laboratory will allow us to produce an internationally recognized test results. Its effect on the products will be positive because price will certainly increase. The fishes will be able to compete better in international market and eventually, it will increase the value of Indonesian fish exports. The development of information system has brought significant changes in the transparency of our services, aside from accelerating and simplifying the service. Our computer application allows the submission of inspection request by service users online, which lessens the frequency of direct and sometimes unnecessary interaction between service users and our employee. The transparency of public information makes it possible for every service users to obtain any information that they need including the procedures, prerequisite documents, regulations and service tariffs. Such information is very useful for the users to estimate the cost and time consumption of obtaining fish health certificate.

 3. How did the initiative solve the problem and improve people’s lives?
Organization’s performance will increase if it applies clear set of standard (system). Nevertheless, no matter how perfect a system is, the man behind its implementation still holds the key to its success. Even a system with international standard will not bring positive changes if the human resources don’t have integrity and commitment. Standards are easily deviated when the man behind it is so willing to gain personal gain. We bear that in mind when we design the collaboration of those system and standard: employee’s integrity is the top priority. Thus every employee in Fish Quarantine and Inspection Agency Office Semarang must sign an integrity pact as the first step to realizing the Corruption Free Territory. The stages for the certification by our Office are submission of request for inspection by service users, sampling, laboratory testing, the payment for laboratory testing, and the issuance of certificate. In every stages, gratifications are prone to take place and the integrity of employees involve in it must be maintained. Corruption Free Territory initiative is the perfect strategy to ensure a high level of integrity.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
Qualified Fish Quarantine in the Corruption Free Territory program is implemented in several management systems: a. The composition of Fish Certification Service Standard by incorporating the inputs and active contribution from service users to ensure that the resulting standard meet their needs and expectation. In the standard, we include a declaration to ensure: 1) the availability of resources and information; 2) openness to critics, suggestion and inputs; 3) non-discriminatory policy; 4) the supremacy of law; and 5) timely and effective of services. The consistency of its implementation is monitored through the society satisfaction index and the analysis on complaints center. In 2013, Fish Quarantine and Inspection Agency Office Semarang received Adibakti Mina Bahari, an award from fishery’s community that shows the optimum service is delivered. b. Fish Quarantine and Inspection Agency Office Semarang has integrated its system with Indonesia National Single Window. The system provides an acceleration of export-import document flow’s handling and supervision. License service integration gives better accessibility because service users are no longer required to be present multiple government institution for their license. c. ISO 9001:2008 is a quality management system that is used in increasing the quality of public services. Fish Quarantine and Inspection Agency Office Semarang has constructed ISO 9001:2008 quality and technical guidelines in 2011 and implemented it that very year. In 2012, the servicing system has been certified and to comply with the standard, the previous 14 days servicing time has been trimmed to 7 days. d. To ensure the trustworthiness of laboratory test results, we have implemented Laboratory Management System Standard ISO 17025 since 2011. It ensures that our test results are internationally recognized, thus increasing the competitiveness and the market value of the fishes that are certified in Semarang. e. The implementation of the systems and standard will not be optimum if the employees are not aware of the changes needed in increasing our services or have poor integrity. The effort to increase employee’s integrity has been done since 2012 through the signing of integrity pact between agency and internal unit leaders with the staffs. The key factor in realizing the corruption free territory is the formation of Independent Monitoring Team and gratification watch system (Whistle Blower System). The Ministry of Marine Affairs and Fisheries award our jurisdiction as Corruption Free Territory in 2013.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The stakeholders for the delivery of services in Fish Quarantine and Inspection Agency Office Semarang are as follow: a. Quality Assurance International Certification who set the certification standard of ISO 9001:2008. b. Fish Quarantine and Inspection Agency who are responsible for the following processes: 1) The evaluation of the implementation of ISO 9001:2008 by verifying the Key Performance Indicator reported by Fish Quarantine and Inspection Agency Office Semarang monthly. 2) Internal audit to control the consistency of the implementation of the management system. 3) Conducting management review as a form of comprehensive evaluation on the implementation of ISO 9001:2008. c. National Accreditation Committee as the governing authority of ISO 17025:2005. This institution conducted annual surveillance to check the consistency of the implementation of the standard and to conduct re-accreditation every 5 years. In this respect, Fish Quarantine and Inspection Agency Office Semarang is obliged to conduct internal audit and management review. d. Tanjung Emas Custom Office Semarang as the operator of Indonesia National Single Window portal who conducts custom document’s clearances with the confirmation from Fish Quarantine and Inspection Agency Office Semarang. e. Inspectorate General of Indonesia Ministry of Marine Affairs and Fisheries as internal valuator of the implementation of Corruption Free Territory who proposes the enactment of the tittle and evaluate the consistency of its implementation in Fish Quarantine and Inspection Agency Office Semarang each year. f. The service user of Fish Health Certification who actively involve in the composition of service standard, customer satisfaction surveys and the filing of complaints. As the member of Independent Monitoring Team, service users are expected to monitor the implementation of anti corruption programs.
 6. How was the strategy implemented and what resources were mobilized?
Funding for Qualified Fish Quarantine Service program comes from national annual budget and is used for the improvement of service and laboratory human resources, completing the infrastructures i.e. bandwidth upgrade, media subscription, ISO certification and the components required in Corruption Free Territory. Fish Health Certification service is carried out by committed human resources who have integrity and work with professionalism and hospitality. Every one of them are required to obtain technical competence such as knowledge on the existing regulations, Standard Operating Procedure of fish quarantine and the service standards. Their competence is continuously improved through various trainings and directions. They are also bound to integrity pact, public servant code of conduct and gratification control. Front office is equipped with a confortable waiting room and media centers to provide information transparency. It is expected that service users will be satisfied with the service and the availability of information that they need.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
Qualified Fish Quarantine Service in Corruption Free Territory is implemented in accordance with Service Standards, quality management standards (ISO 9001:2008 and ISO 17025:205), Indonesia National Single Window and required a high commitment. This condition has gradually give the following outputs: a. The improvement of employee’s professionalism in delivering services as the result of consistent implementation of the Service Standards and ISO 9001:2008, ISO 17025:2005 and Indonesia National Single Window. b. The service users are familiarized with the simplification and the consistency of our procedure and the certainty of staff’s and service duration standard. Transparency has provided better access of information for them, especially by the presence of service tariffs boards in our front office and it in turn has facilitated them to arrange their cost estimation more precisely. c. Cost and time efficiency as a direct result of the reduction of days needed to process the certification. d. The enactment of Fish Quarantine and Inspection Agency Office Semarang’s jurisdiction as Corruption Free Territory in the Ministry of Marine Affairs and Fisheries. This has indirectly motivate the employee to proliferate the spirit of anti corruption.

 8. What were the most successful outputs and why was the initiative effective?
To maintain our Office’s consistency, continuity in delivering services, we conducted and open ourselves to monitoring and evaluation, by both internal and external parties. Performance evaluation on the implementation of ISO 9001:2008 is conducted by submitting Key Performance Indicator Reports monthly, annual internal audit and management review. Indonesia National Accreditation Committee evaluates the consistency of the implementation of ISO 17025:2005 through annual surveillance while internal parties are responsible for internal audit and management review. The level of customer’s satisfaction on the implementation of Service Standards, ISO 9001:2008 and ISO 17025:2005 is surveyed every one year, while monitoring on the implementation of Corruption Free Territory is conducted by Inspectorate General of the Ministry of Marine Affairs and Fisheries. Independent Monitoring Team is the final layer for the evaluation of the program. Public Complaint Box, Whistle Blower System and media center as the medium of collecting user’s evaluation of the service they receive will provide a direct and trusted feedback to the agency and should be utilized to improve its service.

 9. What were the main obstacles encountered and how were they overcome?
Internally, Fish Quarantine and Inspection Agency Office Semarang faces a challenges in maintaining the level of commitment from it employees. The problem is solved through Refreshment and Evaluation Monitoring. Externally, our efforts to realize Corruption Free Territory is still met with the fact that service users are still willingly tip the employees for their services. We tried to solve this problem by intensifying the socialization programs and stressing out the importance of eliminating gratification from the whole process of delivering our services. To deal with the fact that certain users are very persistent in their habit of sparing tips, we equip the office with Integrity Box. Employees are encourage to put the tips they received into the box, and its content will be handed to Gratification Management Unit. While Corruption Eradication Commission is evaluating the cases, the box is stored in Gratification Cabinet.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Our efforts in implementing Qualified Fish Quarantine Service in Corruption Free Territory have proven to improve the quality of our services. It delivers positive impacts internally and externally. Society Satisfaction Index shows very good result. The list of the positive impacts is as follow: a. Better access towards information and service certainty Service users are given free access towards information regarding our services. Service certainty is the result of our displaying the tariffs for the services, new announcements and procedures in the front office. Transparent and accountable service creates certainty and facilitates service users to estimate the cost of the certification thus creates a better business atmosphere. b. Reduction of storage expenses for service users This reduction is the result of our system’s integration with Custom Office’s Indonesia National Single Window. c. The increase of employee’s competence and confidences in delivering services Employee’s competence and confidence derives from the fact that our service processes are certified ISO 9001:2008 and ISO 17025:2005. In motivates them to be more professional in delivering the services. The strict requirement for the certification has been made and it increases the competitiveness of the fisheries products that we test in our laboratory. d. Utilization of Whistle Blower System, Public Complaints Mechanism and Media Center. Service users are utilizing Whistle Blower System and Public Complaints Box very enthusiastically. They are also thankful for the information that we provide in our media center regarding the services. e. The presence of better working ethos in our employees. Betterment in working ethos is the result of the increasing commitment, discipline and trustworthiness of our employees. It drives the integrity and performance forward. The fact that service area of our Office is recognized as Corruption Free Territory multiply such effect an eventually improve society’s perception of the institution.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
We are committed to ensure its sustainability through the following mechanisms: a. Quality standards ISO 9001:2008 and ISO 17025:2005 The standardization of service processes in Fish Quarantine and Inspection Agency Office Semarang are done externally and internally. National Accreditation Committee conducted annual surveillance on the practices in our laboratory (as the subject of ISO 17025:2005 standards) to evaluate the implementation of the standards. In the fifth year, a re-accreditation will be conducted. If the laboratory failed in the accreditation, it will lose its certificate. b. The sustainability of ISO 9001:2008 implementation. The National Fish Quarantine and Inspection Agency evaluate the implementation of the standard in our service delivery. c. Society’s Satisfaction Index The index is an indicator for measuring the performance and ensuring the sustainability of the service d. The implementation of Corruption Free Territory consistently We strive to maintain the good performance that earned us Corruption Free Territory tittle in 2013. The tittle is evaluated each year and could be cancelled if Fish Quarantine and Inspection Agency Office Semarang’s employees are deemed unworthy. The Head of National Fish Quarantine and Inspection Agency set a target that at the end of 2014, every fish quarantine laboratories in Indonesia must obtain ISO 17025:2005 standards certification, and by the end of 2015 every fish quarantine and inspection units mush obtain ISO 9001:2008 standards certification for their services. It is fundamentally a guarantee that the continuity of our program is ensured through various replications. The practice in our Office has motivated other servicing units in The Ministry of Marine Affairs and Fisheries to adopt and replicate the system. Units from Jakarta, Jepara, Denpasar and Palu visited our laboratory several times. Aside from that, socializing staffs from our Office conducted knowledge sharing to assist the replication of the system to Denpasar, Yogyakarta, Cirebon and Bandung. 45 servicing units in Indonesia Ministry of Marine Affairs and Fisheries have replicated the implementation of ISO 17025:2005 and 20 fish quarantine units have replicated the adoption of ISO 9001:2008 as part of their own Corruption Free Territory. Denpasar’s and Jepara’s quarantine Offices have both dubbed Corruption Free Territory for its success in the replication of the system.

 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)
We have learned that as a unit, Fish Quarantine and Inspection Agency Office Semarang is capable of carrying out the best service as shown by the fact that our initiative was included in Top 9 Public Service Innovation by The Ministry of State Apparatus Empowerment and Bureaucracy Reform. It is a reflection of our success in improving public’s perception on the public service. Qualified Fish Quarantine Service in Corruption Free Territory gives the following lessons: 1. The value of strong will With the strong will of all employees, we’ve succeeded in improving the perception on services provided by government’s institutions. We have strived to prioritize the fulfillment of a government’s servicing unit, which is to give the best possible service for its users. 2. Leader’s willingness The presence of willingness to reorganize, alongside the deliverance of service transparently and with high level of accountability has improved the quality of our service and motivates all employees to be committed to the fulfillment of organization’s role. Openness and participation is the principle with which the leaders in Fish Quarantine and Inspection Agency Office Semarang operate. It is a key component in realizing qualified service and corruption free territory. 3. Creativity Our Office is committed to put forward creativity in optimizing the benefits from the implementation of the standards and system. One example is to back the implementation of standards up with reconciliation of employee’s integrity. We avoid running those two initiative separately despite they’re being handled by different sub-units in Fish Quarantine and Inspection Agency Office Semarang. A good system will not bring betterment if the human resources are left unmanaged. Standards will be consciously deviated if the employees are lack of integrity. 4. Cooperation Beside individual and organizational commitment, external contributions should be accommodated through cooperation and coordination. The involvement of external parties will motivate internal components to be committed even more because institution’s image is on the line. Such contribution is accommodated in the form of Independent Monitoring Team that consist of representatives from service users. This team utilizes direct observation and Whistle Blower System. 5. Initiator and Catalyst As the first to be dubbed Corruption Free Territory, Fish Quarantine and Inspection Agency Office Semarang views itself as the catalyst of changes for other servicing units to follow suit and reform themselves. To guarantee the sustainability and replication of the initiative, we recommend: 1) External organization, national and international, to watch and assist the implementation good practices; and 2) Knowledge sharing as part of replication efforts in the Ministry of Marine Affairs and Fisheries.

Contact Information

Institution Name:   Fish Quarantine And Inspection Agency Branch Office Semarang
Institution Type:   Government Agency  
Contact Person:   Woro Nur Sariati
Title:   Mrs.  
Telephone/ Fax:   +62 24 3541769
Institution's / Project's Website:  
E-mail:   semarang@bkipm.kkp.go.id  
Address:   Ampenan No 4 Port Of Tanjung Emas
Postal Code:   50129
City:   Semarang
State/Province:   Jawa Tengah

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