MELAYANI DENGAN INTEGRITAS: MAMBANGUN BUDAYA KARAKTER PELAYANAN PUBLIK DI INDONESIA DALAM PERSPEKTIF NEW PUBLIC GOVERNANCE
Abstract
Penelitian ini berangkat dari permasalahan rendahnya integritas dan budaya etis dalam pelayanan publik Indonesia yang masih dihadapkan pada tantangan birokrasi hierarkis, lemahnya akuntabilitas, serta praktik administratif yang belum sepenuhnya berorientasi nilai. Tujuan penelitian ini adalah untuk mengidentifikasi dan mensintesis berbagai strategi penguatan budaya karakter pelayanan publik di Indonesia melalui perspektif New Public Governance (NPG). Metode yang digunakan adalah Systematic Literature Review (SLR) dengan mengacu pada protokol PRISMA. Dari 58 kajian literatur yang dikumpulkan, 26 studi terpilih setelah melalui dua tahap penyaringan berdasarkan kriteria inklusi, yaitu kesesuaian topik, indeksasi Scopus, dan tahun publikasi lima tahun terakhir. Hasil penelitian menunjukkan bahwa penguatan budaya karakter pelayanan publik di Indonesia dapat dicapai melalui tiga dimensi utama: (1) penguatan integritas pelayanan publik yang berlandaskan nilai moral dan akuntabilitas; (2) strategi pengelolaan intervensi etis birokratis untuk memastikan transparansi dan partisipasi publik; serta (3) implementasi diskresi moral birokrasi yang berorientasi pada keadilan sosial dan kemanusiaan. Kesimpulannya, penerapan prinsip NPG mendorong transformasi birokrasi Indonesia dari sistem berbasis aturan (rule-based system) menuju sistem berbasis nilai (value-driven system), di mana aparatur publik berperan sebagai pelayan dan agen moral yang menjunjung empati, integritas, serta tanggung jawab sosial dalam setiap praktik pelayanan publik.
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