One-stop service policy as a bureaucratic reform in Indonesia

Bureaucratic reform is an effort to improve the system of government administration, especially institutional aspects, management, and human resources of the apparatus. One of the bureaucratic reforms in Indonesia is the establishment of the One-Stop Service (OSS) office which handles and integrates all forms of licensing. This article examined how the implementation of public service reform and how the change of management practices had been implemented in the OSS of Bone Regency. Data were collected through a semi-structured interview with 16 of OSS' employees and nine service-users. This study applied a qualitative approach using a case study design. Techniques of data collection used three kinds of