Performance Management of State Civil Apparatus in Improving Licensing and Non-Licensing Services at The North Sulawesi Regional One-Door Investment and Integrated Service
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Public Service,
Licensing
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Abstract
: Licensing services are one form of public service that plays an important role in creating an investment climate and supporting regional economic growth. In this context, the performance management of State Civil Apparatus (ASN) plays a strategic role in ensuring the quality of professional, transparent, and accountable services. This study aims to analyze ASN performance management in improving licensing and non-licensing services at the Investment and One-Stop Integrated Service Office (DPMPTSP) of North Sulawesi Province. Using a qualitative approach, this study explores ASN performance management practices based on Armstrong's (2006) framework which includes planning, implementation, supervision, and evaluation. The results of the study indicate that DPMPTSP has implemented the principle of customer-oriented performance management, as evidenced by increased public satisfaction and institutional recognition. However, a number of challenges are still faced, including weak cross-sector coordination, suboptimal digital infrastructure, and limited competency of ASN and OSS system users. Strengthening ASN capacity, harmonization of regulations, and ongoing digital transformation are needed to improve service effectiveness. This study provides theoretical contributions to the study of public sector performance management as well as practical recommendations for improving the performance of licensing service organizations in the regions
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