Diagnosing Organizational Accountability for Inclusive Public Service (A Case Study Using the Burke–Litwin Transformational Framework)

Balai Bahasa Provinsi Sumatera Utara (BBPSU), as a public organization, is responsible for providing equal services to all society. Data from Dinas Pemberdayaan Masyarakat dan Desa Provinsi Sumatera Utara shows that around 24,492 or 0.16% of the disabled in North Sumatra have not received access to equal language certification services. This study aims to determine the supporting and inhibiting factors for language certification services for the disabled by diagnosing the Burke-Litwin transformational factors model. This study uses a qualitative approach with case studies. Data collection was carried out through interviews, observations, distributing questionnaires, and reviewing documents. Data were analyzed with New Public Service theory that are oriented towards community needs. The results of the problem identification diagnosis indicate that accountability at BBPSU shows a number of problems that indicate challenges in implementing organizational responsibilities to the public. This problem emerged in several accountability indicators identified during the study, as evidenced by the lack of commitment and focus of the organization's work on the needs of language certification services for people with disabilities. The results of the study indicate that the four Burke-Litwin transformational factors, including the organization's vision, mission, and strategy, external environment, leadership, and organizational culture, mutually influence BBPSU's performance in language certification services for people with disabilities. There needs to be an intervention to improve performance through mission and strategy reformulation, organizational structure arrangement, and improvement of the human resource management system through empowerment of the organizational structure by forming a special work unit for people with disabilities.