EFEKTIFITAS PARTISIPASI MASYARAKAT DALAM PERBAIKAN PELAYANAN PUBLIK (Studi Kasus Pelaksanaan Peraturan Menteri Pendayagunaan Aparatur Negara Nomor 13 Tahun 2009 tentang Pedoman Peningkatan Kualitas Pelayanan Publik dengan Partisipasi Masyarakat pada Dinas

The improvement of public services requires citizen's participation. Thus, the government of Indonesia through the Ministry of State Officials Empowerment issued the Minister Regulation Number 13 Year 2009(“MR 13/2009”) on Guideline of Public Services Quality Improvement with Citizen's Participation as a guideline for citizen's involvement in public services improvement.This research aims to see the effectiveness of citizen's participation in the improvement of public services, especially in the implementation of MR 13/2009. Through qualitative method used in this research, it is found that MR 13/2009 has effectively improved the public services. It may not significantly empower citizen as well as give access for citizen to participate in the decision-making, but it is considered to have improved the public services. It is also noted that critical consciousness and participative communication influence the effectiveness of citizen's participation in the improvement of public services