Service Improvement Strategy of National Veterinary Public Health Laboratory, Ministry of Agriculture Indonesia Towards A Clean and Serving Bureaucracy Area

The contamination of animal-based foods poses risks to consumer health and economic stability, including trade losses and reduced consumer confidence. As the national reference laboratory under the Ministry of Agriculture, Indonesia, the Quality Testing and Certification Agency for Animal Products (BPMSPH) ensures product quality and certification. However, increasing sample volume and limited resources create service challenges, requiring urgent improvements to meet clean and responsive public service standards. This study aims to develop strategies for enhancing BPMSPH services toward Clean and Serving Bureaucracy Area (WBBM) standards. A mixed-method approach was used, combining primary data from interviews and questionnaires with secondary data from relevant agencies. SERVQUAL and AHP analyses identified service gaps and prioritized improvements. Findings show that BPMSPH services do not fully meet customer expectations, with key gaps in digital service accessibility, officer problem-solving capabilities, and customer assistance availability. AHP analysis prioritizes assurance and responsiveness, emphasizing the need for enhancing officer competency and developing digital services. The implementation of these strategies is expected to enhance BPMSPH’s service efficiency, increase customer satisfaction, and support the achievement of WBBM certification. By strengthening service assurance and responsiveness, BPMSPH can provide more professional, effective, and accessible public services, aligning with stakeholder expectations and regulatory standards