Public Service Performance: A Case Study of Local Government Bureaucracy Capacity in Indonesia


Abdul Nadjib, Budi Hartono
Faculty of Social and Political Science, University of Sriwijaya, Indonesia.
Mohd Mahzan Awang, Abdul Razaq Ahmad, Sarah Khumairah Muchlis
Faculty of Education, National University of Malaysia, Malaysia.
Burhanuddin Jalal, Sayuti Ab Ghani
Faculty of Defence Studies & Management, National Defence University of Malaysia.


This research based on two main purposes, to: (a) investigate the reasons behind the unsuitability of public services implementation to public expectation and (b) find out the model of local government capacity building in improving public service performance in the context of Muara Enim Regency. Using a qualitative with participatory observation and in-depth interview with rich case informants, the results of this study were that the public service performance of the local government in Muara Enim was not in line with the public expectation due to the limited capacity of local government bureaucracy, leaders’ low political will, low public participation, and inhibiting endowment factors in providing the services. Bureaucratic capacity building included individual capacity, institutional capacity, and system capacities which was carried out through the preparation and implementation of the road map and grand design of local government bureaucracy capacity building. Findings arisen from this study was that in addition to building the capacity of the bureaucracy, public service improvement also required leaders’ political will, community involvement and endowment factor in the administration of public services and in the policy formulation of local government bureaucracy capacity building.