DEVELOPMENT OF EXCELLENT PUBLIC SERVICES IN ONE ROOF SYSTEM ADMINISTRATION OFFICE OF EAST JAVA

This research was intended to find out a model of Excellent Public Service in Samsat of East Java (Samsat). The role to carry out the public service for the people paying the automotive taxes is considered very important as Samsat is frontline institution. This research also aimed to describe, analyze, and interpret implementation of public service in Samsat Office of South Surabaya in giving arrangement service of automotive Tax, automotive Rename Tax, Proof Letter of automotive Number, and Fund Duty Contribution of Traffic Accident at Street. In order to realize the “good governance”, excellent service of Samsat was seriously obliged to be improved, especially related with its capacity and the standardized development model to serve the public. Besides, Samsat is considered as a public service provider producing not only goods but also services, and also the improvement of this kind of institution is more complicated than that of another type of organization. The result of the research indicated that, by the application of information technology, the model of a standardized automotive-tax-payment system was easy to implement, save time, and increase the rate of satisfaction of the public. Samsat Manyar, through its drive thrue service, has implemented and proven the advantages of the standardized system to carry out the Excellent Public Service. Based on the successes, it is considerable to promote the standardized system as a regulation. Finally, this research is expected to encourage other deeper researches especially about standardization of excellence service quality of public sector at front-line bureaucracy whose results are directly perceived by people. Some existing discretion possibilities on officials in-practice can be decreased as minimal as possible from the noble aim of public service, to drum up people, nation, and mother country.