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"Abstract. Citizen participation is a manifestation of people empowerment, an effort to improve people’s abilityin decision making, as well as an attempt to control society’s own future. Local government in Semarang isaware of such urgency of participation and thus establishes the Center of Public Service Complaint Management(CPSCM) as an institution to coordinate, implement, and manage people’s complaints of public service. Thisresearch uses qualitative approach with Amstein’s ladder of citizen participation, and Burns, Hambleton &Hogget’s ladder of citizen empowerment as the main theories. This research aims to analyze factors thatinfluence the effectiveness of CPSCM as an instrument of citizen participation in public service; as well as tocreate an alternative solution to improve citizen participation. The research shows that there are five factorsinfluencing the effectiveness of CPSCM, i. e. accommodative leadership particularly that of Semarang City’smayor; local constitution and regulation; the role of civil society, mainly non-governmental organizations; andspecial events. This research also suggests some alternative solutions to improve citizen participation, such as:socializing the existence of CPSCM and establishing more transparent management of complaints; involvingLocal Representative Council to gain stronger legality of CPSCM; thoroughly evaluating the contribution ofCPSCM for society and the government; encouraging more academic study on such complaints managementinstitution. "

"Penerapan kebijakan otonomi daerah meialui pemberlakuan Undang-Undang Nomor 22 tahun 1999 tentang Pemerintahan Daerah yang diperbaharui dengan UU Nomor 32 Tahun 2004 yang diharapkan meningkalkan kualitas pelayanan dan partisipasi masyarakat belum mencapai tujuan yang diharapkan.Kualitas peiayanan publik yang disediakan oleh pemerintah dinilai belum memenuhi kebutuhan masyarakat yang tercermin dari keluhan yang disampaikan warga masyarakat. Kondisi ini terjadi di berbagai daerah di Indonesia, termasuk di Kota Semarang. Sayangnya, keluhan yang disampaikan masyarakat melaiui kotak saran atau saluran Iainnya belum direspon dengan baik oleh penyelenggara peiayanan publik. Padahai keluhan ini merupakan bagian dari partisipasi masyarakat dalam rangka memperbaiki kuaiitas pelayanan.Berkaitan dengan itu, Pemerintah Kota Semarang membentuk unit penanganan pengaduan yang disebut Pusat Penanganan Pengaduan Pelayanan Pubiik atau disingkat P5 sebagai instrumen partisipasi masyarakat daiam peiayanan publik dengan cara menampung dan menindaklanjuti keluhan dari masyarakat. Namun keberadaan P5 masih periu dibuktikan, apakah benar dapat menjadi instrumen partisipasi masyarakat yang diandalkan dan dapat digunakan untuk memperbaiki pelayanan publik.Berangkat dan latar beiakang tersebut, maka permasalahan daiam penelitian ini dirumuskan sebagai berikul: bagaimanakah proses penanganan pengaduan masyarakat yang dilakukan oleh P5? Seberapa jauh tingkat partisipasi masyarakat terakomodasi di P5 ? Faktor-faktor apa saja yang menentukan efektivitas P5 ? Upaya-upaya apa yang dapat dilakukan untuk meningkatkan partisipasi masyarakat dalam pelayanan pubiik di Kota Semarang ?Untuk menjawab permasalahan tersebut, penelitian dilakukan melaiui pendekatan kualitatif dengan menggunakan teknik pengumpulan data berupa Studi Iiteratur, wawancara dan pengamatan. Kerangka teori yang digunakan adalah teori tangga partisipasi yang dikemukakan oleh Amslein dan yang dikembangkan oleh Bums, Hamblelon & Hogget.Dari hasil penelitian terlihat bahwa sebagian besar stakeholder memandang positif dan menilai P5 cukup efektif. Sementara itu dengan membandingkan instrumen partisipasi itu dengan teori ladder of citizen participation dari Amslein dan teori ladder of citizen empowerment dari Bums, Hamblelon & Hoggel dapat disimpulkan bahwa tingkat partisipasi warga masyarakat belum mencapai titik ideal yaitu kontrol masyarakat.Pencapaian tingkat partisipasi dan efektivitas P5 itu dipengaruhi oleh faktor-faktor seperti kepemimpinan, regulasi alau peraturan, kewenangan P5, peran civil sociely, informasi dan momentum partisipasi.Untuk meningkalkan efektivitas P5 sebagai instrumen partisipasi masyarat itu, diperlukan sejumlah upaya yaitu perlunya pemeliharaan kepemimpinan yang akomodatif, memperjelas kewenangan P5, penumbuhan kultur civil society, peningkatan sosialisasi dan peningkatan momentum partisipasi.

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Local autonomy, being effective by the issuance of Act no 22/1999 on Regional Government and later by Act no 32/2004, is applied to improve service quality to people and citizen participation. However, this objective is not yet achieved.

Public service quality delivered by government does not yet meet people's needs. lt is reflected by public complaint on service they receive. lt occurs in many parts of Indonesia, including in Semarang City. Yet public complaint, sent via Suggestion Box and other means, does not receive good respond from public senrice provider. This is a undesirable situation, because public complaint is a part of citizen participation which is important for service quality improvement.

Therefore, Semarang Municipal established public complaint unit as an instrument of citizen participation. This unit is called Public Service Complaint Handling Center (P5). This unit collects and follows up public complaints. However, its existence is still in question, whether or not it serves as a reliable instrument of citizen participation and eventually, oi public service quality improvement.

From this point, this research attempted to answer these questions: how does P5 handle public complaints? How much citizen participation is accommodated by P5? What are key factors of P5 effectiveness? What can be done to improve citizen participation in public service quality improvement in Semarang?

This research used qualitative approach by applying data collection method of : literature study, interview and observation. Ladder of citizen participation theory, invented by Bums, Hambleton and Hogget, was applied in this research.

Research findings show that most stakeholders regard P5 works quite effectively. However, it P5 performance is compared with ladder of citizen participation (of Amstein) and ladder of citizen empowerment (Bums, Hambleton & Hogget) theories, it is concluded that citizen participation level has not yet reached ideal point, namely citizen control.

Success in achieving ideal participation level and P5 effectiveness is infiuenced by these factors: leadership, regulation, P5 authority, civil society role, information and participation momentum.

Improving P5 effectiveness in its rote as citizen participation instrument needs various efforts, such as: aocommodative feadership, derinite authority of P5, thriving civil society culture, disseminated information, and improved participation momentum."

"Abstract. This research studies the influence of gift remuneration to the services quality of The State ExchequerService Office (KPPN) Jakarta I. Remuneration represents one part of the bureaucracy reform programs. KPPNrepresents the sample office specified by the Department of Finance to administer public service reform programs.The research uses quantitative approach and the method of survey. The result of the research indicates that theremuneration can give motivation to the officers to increase their performance. The achievement is marked by thegood performance service (service excellent). The program of remuneration run by the Department of Financecan be operated at direct interconnection with other governmental institutions, especially with the public service. "

"Abstract. This research aims to analyze the quality of subdistrict public services in decentralization era, identifyservices dimensions or attributes that are prioritized by subdistrict for a better performance, and conduct comparativestudy to analyze whether a subdistrict with larger delegated authorities has a better quality of public services. The analysiswas conducted using the Service Quality (ServQual) that had been developed into Importance Performance Analysis (IPA).The research was conducted through surveys in two locations i.e. Katapang Subdistrict in Bandung and Dramaga Subdistrictin Bogor, on three types of services namely 1) civil administration/registration services 2). Business license services and 3).Building construction license services.The research result showed that although the subdistricts had legally and formallyshifted into local government institution, the quality of public service performance is still not optimal. This was indicatedby the lower performance index as well as the importance index of the respondents for both subdistricts, in other wordsthere were gaps between respondents perception and respondents expectation on public service quality"

"Abstract. This article attempts to give the picture concerning the importance of public accountability and citizenparticipation as one of the instruments to eradicate bureaucratic corruption, seen from various theories. Thispaper provides equal and adequate understanding of the role of public accountability and citizen participationin the eradication process of corruption and the various efforts that can be done to strengthen it. The resultsof this literature review shows that the efforts taken to eradicate corruption in Indonesia is still partial andtend not to have a clear design strategy so that in many cases is not able to reduce signi cantly the level ofcorruption that occurred. Besides that, the important role of public accountability and citizen participationin the eradication of corruption has not received much attention as well as has not been thoroughly studied.Therefore we need further study of the various aspects of public accountability and citizen participation in theeradication of corruption in Indonesia."

"Pelayanan publik bukan hanya terbatas pada memberi ‘iklan’. Pelayanan itu terutama harus memberikan kail dan mengajar orang untuk sendiri mengail. Terlalu sering pelayanan publik hanya menjadi ajang memberi ajang memberi ikan dan bukannya kail (contoh: bantuan langsung tunai). Yang lebih parah lagi adalah pelayanan public menjadi pemerasan, karena dijadikan peluang bagi pejabat untuk menuntut pelayanan terlebh dahulu sebelum melayani rakyat yang wajib ia layani. Praksis ini turut mengakibatkan ekonomi Indonesia menjadi ekonomi biaya tinggi, yang sangat membebani masyarakat. Terlalu banyak yang yang harus dikeluarkan dunia usaha untuk pelayanan-pelayanan public. Pengeluaran itu dikompensasi dengan harga jual yang meroket tinggi …. "

"The research aimed to construct the scenario of sub-national government administration in Indonesia and its available alternatives. The approach used was qualitative approach with the method of focus group discussion (FGD) and in-depth interview with economic and social politicians and bureaucrats. In addition secondary data were used to support the result. Two scenarios of the environment of Indonesian sub-national administration for 2025 are gained from two FGDs: the Utopian Scenario and Tumble into the Gutter Scenario. According to the first FGD, the utopian scenario is less likely to happen within the next 20 years, while the tumble-into-the-gutter scenario is considered more likely, especially if the recent condition is long-drawn-out, the homework is never done, and there is lack of awareness from national and local political elites on the recent crisis."

"Abstract. The aim of this research is to analyze the public sector policy management in the management of Citarumriver by using governance paradigm. The research used qualititive approach by using triangular sources techniquesconsisting of: the state, civil society, and private sector. The result shows that the management of drainage basin becomesa public matter involving the three main governance actors. However, the involvement of these three actors entailsthree implications: (1) the addition of core competence principle to the distribution of authority among actors, apartfrom ultra vires and general competence principles; (2) the addition of accessibility and effectiveness criteria in theaffair distribution among the actors, apart from externality, efficiency, and accountability criteria; and (3) the revisionof Government Regulation Number 38 year 2007 particularly on the affair distribution that involves non-state elements(civil society and private sectors) according to governance paradigm. More over there has been a need to revise theregulations related to the management of drainage basin."

"Abstract. This research aimed to explain how PT (Persero) Angkasa Pura II (PT AP II) maintained safety managementsystem while fulfilling its role as an aviation service provider, and what problems occurs in its implementation. Theresearcher tried to find out relationship between the concepts of safety management system, conducted by ICAO(International Civil Aviation Organization), with its daily practices. This research used positivism approach. Thedata were collected through in-depth interviews with Eight Head Office Officials of PT AP II. PT AP II is forced toprovide a user-oriented-aviation-service, while fulfilling international standards set by ICAO. As a result PT AP IIencountered many difficulties in fulfilling ICAO?s target to conduct a perfect safety management system in 2009.These difficulties impeded the implementation of safety management system from coping with international standardsor any other necessary standards"