From Bureaucracy to Innovation: Evaluating the Impact of Public Service Malls on Good Governance in Yogyakarta

This study examines the MPP's implementation through the lens of Good Governance, focusing on participation, transparency, accountability, effectiveness, and efficiency. This research contributes by analyzing how the MPP promotes Good Governance within Yogyakarta. It explores service providers' and citizens' perspectives, offering a nuanced understanding of implementation challenges and opportunities. Findings reveal that the MPP fosters public participation through feedback mechanisms and centralized services. Transparency is enhanced via accessible online and offline information, clarifying procedures and requirements. Accountability is demonstrated through performance reports. The MPP improves effectiveness and efficiency by reducing service times and offering modern systems like drive-thru and online platforms. The Yogyakarta MPP has successfully addressed bureaucratic issues and increased public satisfaction, demonstrating the government's commitment to Good Governance. This innovation offers valuable lessons for nationwide public service improvement. Specifically, it highlights the importance of (1) contextualized design, adapting the MPP model to different regional needs; (2) citizen engagement, actively involving citizens in service design and evaluation; and (3) technology integration to enhance transparency, efficiency, and accessibility. This research serves as a model for improving public services, aligning with transparency, accountability, and efficiency principles. Future research could explore the MPP's long-term impact on citizen trust and government legitimacy.