Effectiveness of Public Service at the Sukabumi City Public Service Mall (MPP) Using Duncan’s Framework

Abstract

The Public Service Mall (MPP) is an innovative initiative by the Indonesian government to streamline and improve the accessibility of public services through centralized, integrated service delivery. While prior studies have examined MPP implementation in larger or more developed urban areas, there is limited research focusing on mid-sized cities like Sukabumi—especially in applying Duncan’s effectiveness framework as interpreted by Steers. This study addresses that gap by analyzing the effectiveness of public service delivery at the Sukabumi City MPP through three dimensions: goal achievement, integration, and adaptation. Sukabumi was selected as a case study due to its relatively recent adoption of the MPP model and the pressing challenges it faces in public service coordination. Using a descriptive qualitative approach, data were collected via interviews, observations, and documentation from seven purposively selected informants. The findings reveal critical service delivery issues, including inconsistent staff presence, inadequate socialization strategies, and unequal personnel distribution, all of which hinder the realization of integrated service goals. Despite some strengths in inter-agency communication and inclusive infrastructure, the MPP’s operational effectiveness remains suboptimal. These results have theoretical significance in evaluating public service models in second-tier cities and offer practical policy insights for improving human resource management, communication outreach, and service consistency in public service reforms.