Public services at Motaain State cross border post

Motaain National Border Post (PLBN) is a border post between the Republic of Indonesia (RI) and the Democratic Republic of Timor Leste (RDTL) which plays an important and strategic role in providing immigration, customs, quarantine, and security services for border crossers between the two countries. As a gateway for entry and exit from Indonesia to RDTL and vice versa, PLBN Motaain must be able to provide maximum service by the achievement targets, namely fast, efficient, and friendly public services. The results of qualitative research using observation, interview, and documentation data collection techniques, show that public service governance from an organizational structure approach, service processes, and collaboration between existing agencies, has several problems which are challenges in public service governance at PLBN Motaain. These challenges include limited human resources, limited budget, facilities, and logistics, illegal levies, and limited coordination between agencies. This condition must be addressed immediately to be able to provide effective, efficient, and friendly public services.