“EASY SAMSAT” program provided many key benefits to the community.
Firstly, changing the public's view of government services from bad, not transparent, complicated and takes long time become accountable, professional, and fast. The initiative allows people to pay vehicle tax with easy and comfortable.
Secondly, “EASY SAMSAT” program were capable to boost public trust by cutting off the corruption chain. The program applied non-cash transactions and eliminates physical interaction between officers and commoners. Thus, it supported the bureaucratic reform and good governance. In addition, the use of non-cash transactions has had proven to eliminate the practice of brokering and expanding public service accesses.
Thirdly, increasing public participation by providing various facilities in the payment of taxes. This initiative made people to have many choices in paying their vehicle tax. For example, people who has high mobility can use SAMSAT Link or e-SAMSAT. For those who like to visit crowded places like malls or tourism sites and people in the urban area, they can take advantage of ATM SAMSAT located in the shopping center or Mobile SAMSAT that are often in the city center, tourism sites, or the city park.
Fourthly, improving accountability by educating public to switch from in person transactions to use banking services. This program also encouraged banks to participate in dissemination to their customers to use e-banking services. "EASY SAMSAT" program also attracted the attention of bank industries. It can be seen from the increasing number of participated banks.
Fifthly, inspiring other provinces in Indonesia to adopt a similar system in their SAMSAT Offices. At present, the province of Central Java and West Java also have had enabled e-SAMSAT program. It showed an evidence that the government is committed to support bureaucratic reform and willing to improve a better working ethics and positive mindset.
Sixly, contributing to collect a significant amount of revenue to the provincial government. It can be seen from the realization of the vehicle tax revenue in SAMSAT EAST JAVA as follows (1 USD = Rp 14,000): (i) In 2012, the target of Rp 3,243,000,000,000,- with realization of Rp 3,287,115,434,460,- (USD 234,793,959) or 101.36%; (ii) In 2013 the target of Rp 3,594,000,000,000,- with realization of Rp 3,896,191,221,560,- (USD 278,299,372) or 108.41%; (iii) In 2014 target of Rp 4,150,000,000,000, - with realization of Rp 4,309,074,694,585, - (USD 307,791,049) or 103.83%; (iv) In 2015 the target of Rp 4,800,000,000,000, - with realization of Rp 4,911,629,320,175,- (USD 350,830,665) or 102.33%; (v) In 2016 the target of Rp. 5,000,000,000,000,- with realization of Rp 5,300,947,249,143, - (USD 378,710,517) or 106.02%.
"EASY SAMSAT" program has improved the integrity and accountability in three aspects.
Firstly, improving system and culture. "EASY SAMSAT" has changed public image towards public services that required visiting to the public offices, meeting the officers, then lining up to wait for their turn. Now, everything can be performed alone without leaving home. People can use the Internet or using ATM SAMSAT that spreads over the shopping centers. People can fulfill their tax obligations without disrupting their routine activities. Payments through the banking system also facilitate monitoring tax payments into the local treasury so that accountability can be improved.
Secondly, improving synergy among relevant parties. Collaboration among institutions is difficult in Indonesia due to agency’s egocentrism. However, the implementation of "EASY SAMSAT" program proved that cross-agency cooperation is possible and being the success driver. The synergy also played a significant role in improving accountability. In addition, the district/city government can conduct a joint mapping to explore ways to optimizing vehicle tax payments. Furthermore, collaboration between SAMSAT and banks/non-banks companies in the implementation of non-cash transactions was successful indicated by the increased number of banks involved and the extensive payment options that can be selected by the public.
Thirdly, providing communication and feedback channels. The face-to-face service was allegedly has the potential to sustaining corruption practices. In order to cutting down the chain of corruption, it is necessary to introduce a service model self-service based without in person service. "EASY SAMSAT" program has adopted this service model and proven to reduce potential compliance irregularities as well as increasing public compliance. Moreover, the initiative gives a wider opportunity to public services user to provide feedbacks that push officers to be more professional. It can also be an effective monitoring media to improve government performance in providing public services. To measure this, the SAMSAT Offices technical team has provided Public Satisfaction Surveys provided by electronic machines installed in several places.