| 4. In which ways is the initiative creative and innovative?
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Our agency must first consolidate the program with other units in Sidoarjo Regency Government. It is important that every unit share a clear vision on what the Online Packaged Licensing Service would be.
The development of the online application is conducted with a third party which include assistance for the application’s operators; customer service for the reception of applicant’s documents, back office for document’s validation and field inspection.
Our Customer Service is a group of 5 staffs who master the complete requirements and procedure for the issuance of all 37 licenses within the Agency’s jurisdiction. Back Office consists of 20 staffs that have suitable competence and technical knowledge in verifying the documents.
As part of our efforts in increasing the transparency of our service, an information board displaying the Public Service Standard is available our office and other public areas. The information regarding the fees for the services are made accessible for public through our agency’s web page, leaflets, brochures and local computer display in our office.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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The stakeholders are as follows:
a. The Agency’s internal parties as the initiator and executor of the program.
b. The Organization Division of Sidoarjo Regency Secretariat as the coordinating unit for public service in the regency.
c. The Legal Division of Sidoarjo Regency Secretariat that is responsible for any legal action of the Regency Government.
d. All the technical units of Sidoarjo Regency Government as our partner in optimizing the public benefits of the program.
e. External parties such as software developers, surveying organization, and certification standard companies.
Sidoarjo Regency Integrated Licensing Service Agency composed Accountability Reports at the end of every fiscal year. As a public document, the reports are used by all of those stakeholders.
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| 6. How was the strategy implemented and what resources were mobilized?
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From its inception in 2012, it has taken up roughly USD24.793 of the government’s budget that includes spending for software and hardware purchases, network subscription and server maintenance.
Human resources deployed in realizing the online package are:
a. 5 Customer Service who master the complete procedures of every licensing
b. 20 Back Office staffs
c. 3 Administration staffs
Budget allocation is supported fully by Sidoarjo Regency Government (The Regent and House of Representative) in a bottom-up mechanism in which proposal for the initiative was processed in the lower units. We also socialized the initiative to the public and other service units in Sidoarjo Regency.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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Efficiencies felt by the applicants are:
a. Based on completion time:
- Package I 58%
- Package II 71%
b. Based on the frequency of field inspection:
- Package I 33%
- Package II 33%
c. Documents filed:
- Package I 66%
- Package II 68.57%
d. Cost efficiency for allowing business owner to apply for license in packages instead of individually:
- Package I 50.57% (IDR250.000 compared to a total of IDR505.800 if submitted separately)
- Package II 56.62% (IDR190.000 compared to a total of IDR438.000 if submitted separately)
e. Based on applicants presence to Licensing Service Agency:
- Package I and Package II only requires the applicants to be present once from the previous 6 and 3 times.
f. The number of license packages being processed is increasing every year. In 2012 we processed 66 packages. The number increased to 171 license packages in 2013 and as of September 2014, we have processed 117 license packages.
g. The number of registered small and medium enterprises is increasing from 88.996 entities (52%) in 2012 to 96.429 entities (56.3%) in 2013
h. The public satisfaction index is increasing from 82.17% in 2012 to 82.36% in 2013. The index for 2014 is at the moment being processed.
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| 8. What were the most successful outputs and why was the initiative effective?
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The monitoring for Online Packaged Licensing Service is conducted by analyzing the punctuality of each license that we process. The result of the analysis comes every quarter, semester and at year-end. Internal audit was conducted during May through October, and external audit with ISO 9001:2008 standard by Sucofindo Co. begins in December each year.
Members of public can directly evaluate our performance through dedicated computers (with touchscreen) in our front office. The result of this survey, in combination with online survey in our web page, Text Message Gateway and Regency’s own public reporting menu in ww.sidoarjokab.go.id, is used for the compliment of the results of internal and external audit.
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| 9. What were the main obstacles encountered and how were they overcome?
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It its practice, our online service has not been fully utilized by applicants. Information is fairly limited due to applicant’s lack of Internet connection and digital equipment for filing their documents. The applicants are also lack of sufficient skills for online-based service that sometimes resulted in the forms are not filled correctly.
To solve those problems, we have taken the following steps:
a. Widening the scope or our socialization programs
b. Providing computers and scanners in our front office to facilitate the applicants who wish to submit their application online.
c. Providing assisting operator to complete the online forms and upload the documents. Assigning the staffs to verify the documents will allow direct feed back from our staff if they are incomplete.
d. Delivering such services closer to business owner and general member of the society through One Day Service Counter in District Offices and shopping centers. Aside from processing the licenses, the counter will help us in socializing the importance of registering one’s business.
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