Aria Bima: Interagency Coordination Is Key to Improving Public Services

PARLEMENTARIA, Tangerang - Deputy Chair of Commission II of the Indonesian House of Representatives Aria Bima said coordination between local governments and central government agencies is an important factor in improving the quality of public services. He said weak communication and collaboration between institutions could lead to sectoral egos that ultimately harm the public.

Aria made the remarks while leading Commission II's working visit to the Tangerang City Government Center in Banten on Friday (13/11/2026). He said the Tangerang City Government had demonstrated fairly good coordination with several central government agencies, including the Land Office and agencies in the education and health sectors.

Aria cited land issues as highly complex because they involve various parties, from the public and private sector to government agencies. However, through coordination between the local government, the Land Office, and the Regional Office of the National Land Agency, these issues could be resolved effectively.

"Sometimes bottlenecks caused by sectoral egos between local governments and central government agencies result in slow public services. That is why good coordination, like the kind in Tangerang City, deserves attention," he said.

He said Commission II of the Indonesian House of Representatives would study the coordination model used in Tangerang City to explore the possibility of developing it as a public service model for other regions. This is important so that the public does not suffer as a result of insufficient collaboration between institutions.

In addition to interagency coordination, the legislator from the Indonesian Democratic Party of Struggle (PDI-P) also praised the Tangerang City Government's efforts to improve the competence of its civil servants. Developing human resource quality through a merit-based system and partnerships with universities was seen as an important step toward producing civil servants able to keep pace with technological developments and the needs of the public.

He said efforts to improve the quality of civil servants must begin at the planning stage and continue through implementation, monitoring, and evaluation. This would ensure that improvements in their competence directly benefit the quality of services received by the public.

Aria also described the Public Service Mall (MPP) as a way to integrate services from various agencies in one location. Combined with the use of digital technology, extended operating hours, and Building Approval (PBG) services that can be completed within 10 hours, these efforts were seen as making services more convenient for the public.

He also stressed that digital public complaint services must be matched by a swift government response. In his view, service effectiveness cannot be measured solely by how easy it is to submit a complaint, but also by the government's ability to follow up on every report.

"What is interesting about these digital complaints is their speed—not just the speed of filing a complaint, but also the responsiveness. Integrated services supported by digitalization and handled promptly are worth using as a model," the politician said.

Aria further explained that Commission II's working visits to regions aim to evaluate shortcomings while identifying public service practices that could be developed into pilot projects.
 

The politician, who represents Central Java V constituency, stressed that rising public expectations must be met with government services that deliver tangible benefits. In his view, the public can no longer be satisfied with administrative explanations alone; it needs concrete results from the way government is run.

In this regard, Aria said Tangerang City had a number of good practices, particularly in education and health services, that could serve as a reference for improving the quality of public services in other regions.