JRSSEM 2022, Vol. 01, No. 8, 1007 – 1025

E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494

DOI :10.36418/jrssem.v1i8.121 https://jrssem.publikasiindonesia.id/index.php/jrssem/article/view/89

INTEGRITY IN PUBLIC SERVICE IN THE CITY OF

TOMOHON

Djonny Pabisa*

IPDN University North Sulawesi, Indonesia

integrity values by state civil servants and the community, as well as the efforts made to optimize

the application of integrity values in public services at the Tomohon City public service mall. Using

a qualitative research approach with descriptive methods. Data analysis techniques include data

reduction, data presentation, and drawing conclusions. Data were collected through observation,

interviews, and documentation. The research findings show: 1) The implementation of public

services by the Tomohon City Public Service Mall is based on the Tomohon Mayor Regulation

Number 11 of 2018. In the midst of the covid-19 pandemic, it is carried out in 4 ways, namely

physical distancing, online services, normal direct services (public come to take care of themselves),

and walk-in or mobile service, 2) The application of the value of integrity by state civil servants at

the public service mall of Tomohon City and the service user community is still not fully in line with

providing complaint box facilities both physically and electronically, providing motivation and

education, monitoring and evaluation, awarding, online use, and online-based services.

DOI :10.36418/jrssem.v1i8.121 https://jrssem.publikasiindonesia.id/index.php/jrssem/article/view/89

The service of providing goods or

beings. In such situations and conditions,

the state must be present to prepare the

services needed by the community. The

state is responsible for taking over the

provision of the services that every citizen

needs. The state is obliged to provide

assurance that the provision of services

(goods and services) will always be there for

the community. This is what is then known

as public services by the state, namely

fairly, do not discriminate, are professional,

do not make it difficult, meet the principles

of decency and appropriateness, are in

accordance with procedures, are

accountable and have integrity.

All affairs or matters that must be

carried out by the Government as a form of

state presence and responsibility to its

citizens have been regulated in the

Preamble to the 1945 Constitution of the

activities to provide benefits not for certain

individuals, groups or communities but for

all its citizens. The implementation of this

public services with clear procedures,

transparent financing, timely settlement of

affairs, quality, friendly, faster, affordable,

easy, accountable, free from illegal fees,

happy and fun (Bertot, Estevez, & Janowski,

Facts on the ground, it turns out that

there is still a gap between what the

community expects and what public service

there are still priorities given using special

channels, favoritism still occurs, there are

still people who are not satisfied. It is the

attitude of the organizers that has the

potential to provide space for the growth

of service behavior that ignores the values

of accountability, transparency, and

responsiveness in the delivery of public

services (Mahsyar, 2011). This fact is further

exacerbated by the common

that are uncomplicated, quickly resolved

and prioritized according to their wishes.

They usually ask for a special route or use

provide fast, accurate, and flexible services

Civil Apparatus that has a mindset for high

performance and always provides the best

service to the community. The success of

the management of the Public Service Mall

is largely determined by the existence of

complete synergy, high commitment, good

coordination from various parties and good

and optimal cooperation between all

the beginning of its formation it was highly

appreciated by the community because it

was considered to have provided very real

benefits with a very fast and easy service

process. Unfortunately, this only happened

in a few months. After that, return to the

previous service practice.

As a result of past practice being seen

again, it also resulted in an assessment of

the level of compliance with public service

69.22 is relatively almost the same as the

score in 2018 which is still in the yellow

zone. The score obtained shows that the

causes of the gap include the problem of

capability, competence, and integrity of the

state civil apparatus assigned to the

Tomohon City public service mall. In terms

of capabilities and competencies, the

assigned state civil apparatus must

consider the relevance of the required

knowledge, expertise, skills, and character

suitability (Mundiarsih, 2019). In the matter

of integrity (Aryana, 2021), the assigned

understand their existence as civil servants

or civil servants (Picazo-Vela, Gutiérrez-

Martínez, & Luna-Reyes, 2012).

Based on this description, the problems

in this research are formulated as follows:

(1) how is the implementation of public

services at the Tomohon public service

mall?, (2) how is the application of integrity

values by the State Civil Apparatus and the

Community in the implementation of

Djonny Pabisa | 1010

to the development of public service

literature and integrity values as a reference

for cognitive, affective, and psychomotor

practically according to the field of

management science, (3) for Domestic

Administration Institutions, becomes one

of the important references in order to

encourage optimization of Domestic

Government Institutions Realizing its

existence as a pioneer campus driving

mental revolution through strengthening

the application of integrity values in the

implementation of civil servant education,

becoming a reference in evaluating and

improving services in the public sector in

Tomohon City, and (5) for other parties,

becoming an academic reference both

theoretical and applied as a reference in

conducting further research.

METHODS

This study uses a qualitative approach

with the aim of describing the data that has

civil apparatus (ASN) who served as public

service providers as many as 16 (sixteen)

people from various regional apparatus

licensing/non-licensing documents at the

Tomohon City public service mall.

Data collection techniques using

triangulation techniques in the form of

observation, interviews, and

documentation. The use of this technique is

intended so that the data collected is valid

and accurate because it is obtained from

various points of view. The observation

technique was carried out for 2 months

providing services and the community (17

people) when visiting to take care of

something as service recipients. Interview

technique (10 ASN and 17 community

members) was carried out to confirm the

data obtained during observation and to

obtain an explanation regarding the

description of ASN behavior and society in

general as well as policies made to guide

the application of integrity values in the

Tomohon Mayor Regulation Number 11 of

2018, direct service models and online-

based services (EDL, SICANTIK and

research even to writing research results

RESULTS AND DISCUSSION

The reference used by public service

malls in carrying out their duties,

functions, responsibilities, and

implementing an integrated service

pattern (one door and one roof), and

the Tomohon City Mayor Regulation

(Perwali) Number 11 of 2018

concerning the Implementation of

Public Service Malls in Tomohon City.

The coordinator for the utilization and

management of the Public Service Mall

building based on the Perwali is the

Office of Investment and One Stop

City of Tomohon in particular have

resulted in the disruption of the

function of providing public services

direct services where people can come

directly to the public service mall to

take care of the required documents,

and a service model that called walk-in

(service is restricted outside the fence).

The normal direct service model

that is still provided by the Tomohon

City public service mall still follows the

same management flow as before the

COVID-19 pandemic. Meanwhile, the

the website

www.simantaptom.tomohon-kota.com,

the SICANTIK application and

SIMANTAPTOM for the use of online

queues and service registration that

continues to be developed in order to

optimally facilitate community needs in

public services during the COVID-19

pandemic. Public service malls have

also attempted to develop digitization

Djonny Pabisa | 1012

in cities in Tomohon City.

value of discipline, and the value of

responsibility. The application of

honest values is shown through the

right attitude and behavior in

carrying out the work. The results of

the observations found the fact that

most ASN had applied the value of

being honest when carrying out

their duties and functions as public

service providers (18.75 percent

is shown through punctuality in

completing work. The results of the

observations found the fact that

most of the ASN had applied the

value of discipline when carrying

out their duties and functions as

public service providers (classified

as good 12.50 percent and

classified as very good 56.25

percent), although there were still

duties and functions and are ready

to accept the consequences of their

work. The results of the

75 percent very good), although

there are still some who have not

implemented it well (6, 25 percent).

Overall, it can be seen that the

application of honest values and

discipline values by ASN in public

service malls when carrying out

their duties and functions is still

classified as not in accordance with

the desired expectations (good and

categories are more than 90

percent). There are still ASNs who

do not consistently show the right

attitude and behavior in carrying

out their work and have not been

on time in completing their work.

Honest values and discipline

values as core values are the most

basic and main values, values that

are very important to be carried out

discipline values will give positive

results and can prevent the state

civil apparatus from making it an

Reflected in 3 (three) values,

namely the value of independence,

the value of simple, and the value of

hard work. The application of

independent values is shown

through the ability to carry out their

own work, being able to make

service providers (25.00 percent

and classified as very good 68.75

percent), although there were still

some who had not implemented it

well (6 .25 percent). The application

of simple values is shown through

the ability to display reasonable, not

excessive, polite, and friendly

attitudes and behavior. The results

of the observation found the fact

good), although there were still

some who had not implemented

them well (6 .25 percent). The

value of hard work when carrying

out their duties and functions as

public service providers (25.00

percent and classified as very good

68.75 percent), although there were

still some who had not

implemented it properly ( 6.25

Overall, it can be seen that the

State civil servants have

demonstrated the ability to carry

out their own work and can make

decisions quickly and accurately

when problems arise.

The character or character of

ASN at the Tomohon City public

service mall, both individually and

in groups in the form of a will or will

accompanied by high enthusiasm

Djonny Pabisa | 1014

for the City of Tomohon as stated in

the Tomohon Mayor Regulation

Number 11 of 2018 in Chapter II

value of caring, and the value of

fairness. The application of

courageous values is shown

through high self-confidence and

willingness to refuse

gifts/promises/something that is

not in accordance with the

principles and values adopted in

public service malls. The results of

the observations found the fact that

still some who have not

implemented it well (6 .25 percent).

The application of the value of

caring is shown through work

behavior that is not difficult, is

willing to pay attention, and does

not want to sacrifice the interests of

other people or many people. The

results of the observations found

the fact that most of the ASN had

who have not implemented it well

(6 .25 percent). The application of

fair values is shown through the

applied fair values when carrying

out their duties and functions as

public service providers (25.00

percent classified as good and

75.00 percent classified as very

Overall, it can be seen that the

application of courageous values,

caring values, and fair values are

classified as having met the desired

principles and values that exist in

public service malls, does not make

it difficult for service users, is willing

to pay attention, does not want to

sacrifice the interests of other

people or many people, always

carries out his work according to

the provisions, do not be selective,

and do not exaggerate or reduce

the rights of others.

and will always show things that are

right and fair in carrying out their

duties and functions. This situation

The application of the value of

patience is shown through the

ability to control oneself, not to get

angry easily and not to speak

harshly in providing services. The

results of the observation found the

fact that most ASN had applied the

value of patience when carrying out

their duties and functions as public

service providers (37.50 percent

patience is still classified as not in

accordance with the desired

expectations (good and very good

categories are still less than 90

servants who are easily influenced

by the attitudes and behavior of

service users, sometimes cannot

control themselves, and get angry

ASN which can be done directly or

indirectly. It is necessary to enrich

the content of the material on the

addition to the material content of

integrity values, it is also necessary

to produce information related to

ethics in serving and being served.

This information is then packaged

in the form of interesting broadcast

material and can foster a desire to

be watched over and over again by

ASN and the public. The duration of

the show is 3 to 5 minutes. Thus, the

watched anytime and anywhere by

the public as service recipients and

ASN as public service providers to

the community even while carrying

out their work in the office.

Broadcasting material with material

values of integrity and ethics in

serving and being served will be

very good if it is always broadcast

during the operating hours of

Djonny Pabisa | 1022

ASN have applied fair value to when

carrying out their duties and

functions in providing public

categories are still less than 90

percent). Meanwhile, the

application of the value of caring

and fair value is classified as being

in accordance with the desired

expectations (good and very good

categories are more than 90

percent). There are still state civil

servants who do not have high self-

confidence, are still willing to accept

public service mall to improve the

quality of public services for the

The application of the value of

patience is shown through the

ability of ASN to control

themselves, not to get angry easily

and not to speak harshly when

providing public services. The

results of interviews with the

good), although there are still 23.52

percent of ASN who have not

implemented it. well.

expectations (good and very good

categories are still less than 90

percent). There are still state civil

servants who have not been able to

consistently control themselves so

unpleasant words to the public as

service users.

This situation really needs to get

serious attention and handling as

ethics of serving and being served,

and discussing openly through

meetings or meetings held will have

a positive impact on improving and

improving the performance and

quality of services at the Tomohon

City public service mall.

that the application of integrity values

in the process of providing public

services to the community has been

However, there are still several

inhibiting factors experienced by the

Tomohon City public service mall in the

process of public service to the

community, including 1) the existence

of new habits that ASN must carry out

in providing public services to the

community. Initially, ASN was

accustomed to direct or face-to-face

interaction, it had to be changed to

completion of several jobs. not on time

so that it has an impact on

inconvenience in the public service

process, and 3) there are still ASN and

the public who are not used to

implementing certain integrity values in

the ongoing public service process.

Against various obstacles and their

impacts, the Tomohon City

open discussions, providing assistance

in carrying out tasks, giving motivation

and education, conducting inspections

process of providing public services

that take place at the Tomohon City

public service mall. To the public,

socialization was carried out regarding

the function and role of public service

malls as well as providing complaint

boxes and WhatsApp to convey input,

suggestions, and criticism from various

parties. During the current COVID-19

pandemic, public service malls provide

be concluded as follows: (1) the