Citizen Power as A Sustainable Transformation of Population Services




New Public Service, Participation, dan Public Interest


Background: The emergence of the New Public Service (NPS) paradigm was a response to shifts in public administration, with an emphasis on democratic values, community participation, and services oriented towards the public interest. Within the Jember Regency Population and Civil Registration Service, challenges in serving the public are evident, highlighting the necessity for a transformation towards NPS-based services.


Theoretical Foundation: The NPS paradigm places a strong emphasis on community participation in decision-making and policy implementation, diverging from the NPM approach, which prioritizes business aspects. Key principles of the NPS encompass service to citizens, participatory processes, transparency, and prioritization of the public interest.


Method: This research employs a qualitative phenomenological approach to explore individual experiences concerning public services within the context of the Jember Regency Population and Civil Registration Service. Data collection was conducted through interviews, observation, and documentation, with analysis utilizing the Miles and Huberman method.


Research Results: The transition from the NPM to the NPS paradigm spanned over 12 years, involving changes in policies, organizational culture, and the attitudes of public servants. Despite the innovations in service development, comprehensive evaluation is necessary to ascertain adherence to NPS principles.


Research Implications: This research offers a comprehensive insight into the transformation of public services at the regional level through the lens of the NPS paradigm. The Jember Regency Population and Civil Registration Service demonstrates a commitment to providing more effective, efficient, and responsive services.


Research Originality: This research addresses a notable gap in previous studies by concentrating on citizen-powered service innovation at the Jember Regency Population and Civil Registration Service, within the framework of the NPS paradigm. Consequently, this study provides a novel contribution to the comprehension of public service transformation at the local level.


Download data is not yet available.


Ahyar, H., Maret, US, Andriani, H., Sukmana, DJ, Mada, UG, Hardani, S.Pd., MS, Nur Hikmatul Auliya, GCB, Helmina Andriani, MS, Fardani, RA, Ustiawaty, J. , Utami, EF, Sukmana, DJ, & Istiqomah, RR (2020). Book Qualitative & Quantitative Research Methods (Issue March).

Albert, V. (2017). Power, Policy, and Citizen Participation in Santo André, Brazil. Latin American Perspectives , 44 (2), 149–167.

Arini, ND, & Hariyoko, Y. (2023). Optimization of Population Administration Services at the Rangkah Village Office, Tambaksari District, Surabaya City. ULIL ALBAB: Multidisciplinary Scientific Journal , 2 (2), 713–718.

Caballero, G., & Soto-Oñate, D. (2016). Why are transaction costs so relevant in political governance? A new institutional survey. Revista de Economia Politica , 36 (2), 330–352.

Denhardt, J. V., & Denhardt, R. B. (2015). The New Public Service. The New Public Service , 3 (2), 1–11.

Döring, M. (2021). How-to Bureaucracy: A Concept of Citizens' Administrative Literacy. Administration and Society , 53 (8), 1155–1177.

Fadli, MR (2021). Understand the design of qualitative research methods. Humanics , 21 (1), 33–54.

Fernández-Palacios, Y., Kaushik, S., Abramic, A., Cordero-Penín, V., García-Mendoza, A., Bilbao-Sieyro, A., Pérez-González, Y., Sepúlveda, P., Lopes, I., Andrade, C., Nogueira, N., Carreira, G. P., Magalhães, M., & Haroun, R. (2023). Status and perspectives of blue economy sectors across the Macaronesian archipelago. Journal of Coastal Conservation , 27 (5), 39.

Fitri, SA, & Pradana, GW (2022). INNOVATION OF E-KTP SERVICES BY THE POPULATION AND CIVIL REGISTRATION OFFICE (Case Study of Bangkalan Regency Public Service Mall). Publica , 835–850.

Holdo, M. (2019). Power and Citizen Deliberation: The Contingent Impacts of Power and Citizen Deliberation. Journal of Public Deliberation , 15 (3).

Irawan, B., Nizar, M., Akbar, P., & Khanz, AH (2020). Innovation in the Samarinda City Investment and One-Stop Integrated Service (DPMPTSP) Permit Application Service. Reform Dimensions , 4 (2), 135–145.

Latif, F. (2022). Bongaya Journal of Research in Management. Bongaya Journal of Research in Management , 2 (1), 27.

Logroño, M. F. C., & Gallego-Bono, J. R. (2023). Approaches to Economic Institutionalism: A Theoretical Review of its Characteristics and Elements of Study. Academic Journal of Interdisciplinary Studies , 12 (3), 66.

Martin, M.N., & Tapia, P.J. (2021). Citizen Appreciations About Power: Interventions in La Moneda Palace and the Barrio Cívico-Eje Bulnes in the Framework of the Social Protest of 18Th October 2019. Atenea , 27 (524), 129–150.

Natuzzuhriyyah, A., & Mayasari, R. (2021). Desktop-Based Population Administration System Design for Sukamerta Village Head Office. Journal of Computer Science And Business , 12 (1), 150–159.

Winterford, K. (2016). A positive notion of power for citizen voice and state accountability. Development in Practice , 26 (6), 696–705.

Wiryanto, W. (2021). Development of a Public Service Innovation Typology: Study of Population Administration Services in Indonesia. INNOVATION: Journal of Politics and Policy , 18 (1), 21–34.




How to Cite

Mayasiana , N. A., Prayitno , H., Helpiastuti , S. B., & Wahyudi , E. (2024). Citizen Power as A Sustainable Transformation of Population Services. Revista De Gestão Social E Ambiental, 18(9), e5737.