Leveraging Technology to Improve Governance

http://www.thejakartapost.com/news/2015/03/20/your-letters-technology-improve-governance.html

The morning sky was bleak and cold when I finally stepped in the Depok Immigration Office for the first time. Trying to have a faith that the online system would save me from an endless maze of bureaucracy, I gingerly looked to my left and right for cues. The smiling security officer at the door lessened my agitated foreboding. He was friendly, helpful with any questions I asked and courteous in manners.

To anticipate any unpleasant snaking queue, I came early in the morning. I was lucky there's only around 20 people queuing at the registration counter which was already open for verifying the documents and issuing ticket number at 7 a.m. Meanwhile, the interview session opened at 8 a.m. As the sun went higher, people started to flock in.

After getting the ticket number, I waited while making an observation. To be frankly, it's not quite from what I expected. With the familiar loopholes and blockades of government bureaucracy in Indonesia, getting my passport done in a timely manner is almost an impossibility. I pictured a crowded and disarray place. To my surprise, it was quite the opposite. It took less than an hour and was quite orderly and the lines moved quickly when my name was called in.

Thank God, I have applied online so the process was quicker than those who registered manually which made my passport application much faster. I have filled in all the required forms online, scanned the necessary documents and have them uploaded. Only after I submitted the application online, I made the actual payment to the appointed bank. When the payment was validated by the system, I picked a date for my interview. It’s simple and easy.

And the magic of technology unfolded! I was done with the interview, finger prints scanned, and biometric photo for less than half an hour.  All done! I could collect my new passport after 4 working days by showing my receipt. At 10 a.m I headed back to my office, smiling and satisfied with the effectiveness and swiftness of the Depok Immigration Office. A total different experience with the government institution years ago!

What’s more, I was never in any way mandated to pay any additional money. The process was not frustrating in any way. The staffs are mostly young generation who work fast and efficient. It saves me time and money. All payment is made through the appointed state owned bank. The layout of the interview and verification room is designed smartly so that no one could slip an envelope or any other payment without the notice of the people around them. First to arrive, first to be served. Each desk is also equipped with the electronic data capture (EDC) machine to make payment easier for those who are reluctant to go the bank.

Indeed, an online system is much more than developing hardware and software for data collection and management. Manual services for the public in various government over the years without the use of technology creates multiplicity of databases, increasing the cost of governance and also systemic loopholes within the system, which become foundations of corruption. Using the right technology and system can improve the public services of these offices and prevent corrupt practices.

I have seen such good service done also at the Taspen office (National Insurance Pension Funds) at my hometown. It was faster and efficient to collect all necessary documents and payment from the office when my Dad passed away.  No bribery or any other payment made to speed up the process. They have applied online registration system as practiced in commercial banks. The clients come, have their ticket number issued and the system will announce each counter for the process. It’s much like going into the bank.

Indeed, Indonesia will be better if such transparent and efficient online system can be applied in all government institutions. Such system can eliminate frustrated red tape and illicit fees as all due processes can be monitored online. If any discrepancies were found, one could file a complaint. It is such good governance endorsed by good system which is already applied by the Jakarta Administrative Office with their e-budgeting. It improves transparency and accountability to the public.

Those who are benefited from the old system without doubt will fight tooth and nail to stop such bureaucratic reformation. Just look at the endless saga between the Jakarta Governor Basuki "Ahok" Tjahaja Purnama and the City Council. To combat corruptive practices is a daunting task. Those on top on power, who try to do so, will have to walk into the path of thorns and thistles. It is a lonely path with looming dangers, wolves and hyenas ready to rip and torn any who dare to trespass.

For this reason, we need to support any who dare to talk such a dangerous path. We have to rally behind those who want to reform and overhaul the bureaucracy to improve the public services and eradicate corruption. Leveraging technology by applying the On-line Applications System for Integrated Services thus is vital in the quest for achieving more transparent and accountable government. Technology is coercing people to change their behavior. It will eventually will cut red tape, make the administrative systems simpler and more efficient to improve the transparency and accountability of the overall government institutions.