Bureaucracy Reforms of Public Service: Case Study of Governance Structuring of Passport Issuance System at Class I Makassar Immigration Office

Abstract
The purpose of this study is to describe and analyze the effort to structure the governance of the bureaucracy of public service
on Issuance of Travel Document System of the Republic of Indonesia (SPRI) or passport at the Makassar Class I Immigration
Office, as well as to describe and explain the aspects that affect the governance structuring of Travel Document System of the
Republic of Indonesia (SPRI) or passport in implementation of bureucracy reforms in Makassar Class I Immigration Office. This
study is a qualitative study using phenomenological approach and techniques of collecting data through observation, in-depth
interviews (depth interview), documentation, and key informant interaction with researcher, to get a deep overview and
explanation about the progress of bureucracy reforms that guided by Act No. 6, 2011 on Immigration, Act 25, 2009 on Public
Service, the Presidential Decree (Decree) Number 81 of 2010 on the Grand Design of Bureaucracy Reforms, 2010-2015 and
the General Director of Immigration Number: IMI-891.GR.01.01 2008 on Standard Operating Procedure (SOP) of Issuance of
Travel Document System of the Republic of Indonesia (SPRI) or passport, at the SPRI or passport issuance system of
Makassar Class I Immigration Office. The study found that despite various efforts have been made by the government to
improve the quality of pubic services to the public applicant through Immigration Act, the Public Service Act, as well as the
General Director of Immigration regulations about the SOP, but untill now the complaints about the service is still often heard.
Observing that problems, researcher used a device of regulations that published by the State Minister of Administrative Reform
and Bureaucratic Reform (KepmenPAN / RB) Number. 12, 2011 on Guidelines for Governance Structuring and classical
thinking of Weberian about bureaucracy rationality as theoretical base. Other findings from this research suggests that the
government regulations are not sufficient to improve and enhance public services in order to implement the reforms of
bureaucracy. Through this case study, researcher also found that aspects of the ethical-moral and values changes in the
bureaucracy, are really influential and decisive the efforts to reform the bureaucracy and to create a fair, transparent and accountable governance.

Keywords: bureaucracy reforms, public service, governance, passport, immigration.