Model Kolaborasi Sumber Daya Manusia Dari Berbagai Instansi Pemerintahan Dalam Meningkatkan Efektifitas Pelayanan Terhadap Masyarakat di Kabupaten Kotawaringin Barat Kalimantan Tengah. (Collaboration Model of Human Resources from Various Government Agencies in Improving Service Effectiveness for the Community in West Kotawaringin Regency, Central Kalimantan).

Isnawiyah, Isnawiyah (2025) Model Kolaborasi Sumber Daya Manusia Dari Berbagai Instansi Pemerintahan Dalam Meningkatkan Efektifitas Pelayanan Terhadap Masyarakat di Kabupaten Kotawaringin Barat Kalimantan Tengah. (Collaboration Model of Human Resources from Various Government Agencies in Improving Service Effectiveness for the Community in West Kotawaringin Regency, Central Kalimantan). Masters thesis, Universitas 17 Agustus 1945.

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Abstract

Public service delivery in West Kotawaringin Regency faces complex challenges, including uneven human resource (HR) distribution, convoluted bureaucracy, and strong sectoral silos among agencies. These conditions impede service effectiveness and public satisfaction, despite the establishment of the Public Service Mall (MPP). This study aims to analyze the actual condition of HR, identify the forms and determinant factors of collaboration, and formulate an ideal inter-agency HR collaboration model. This research employs a qualitative method with a multiple case study design. Data were collected through in-depth interviews, participant observation, and documentation studies involving key informants from various government agencies and the community. Data were analyzed using NVivo 15 software through the stages of data reduction, display, and verification. The results indicate that the current HR condition is in a transitional phase characterized by hybrid collaboration; while physical integration through the MPP is operational, system integration and the One Stop Service remain suboptimal. Key enabling factors include regional leadership commitment (tone from the top) and regulations, while the dominant barriers are a siloed work culture (sectoral ego), digital infrastructure gaps, and discrepancies in standard operating procedures (SOPs). This study proposes an integrated and adaptive service ecosystem model as the ideal solution. This model is founded on three strategic pillars: comprehensive digital integration (SPBE), HR capability flexibility through inter-agency rotation, and service inclusivity through public participation, to achieve fast, transparent, and responsive service. Keywords: HR Collaboration, Public Service, Bureaucratic Effectiveness, Integrated and Adaptive Service.

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