PUBLIC SERVICE MALL INNOVATION IN BANDA ACEH CITY

Public service is essentially the fulfillment of the rights to the basic needs of the state to its people. In public services, the government is expected to provide the best service for the community, so that the community's demands for quality public services such as services with clear procedures, fast, and uncomplicated can run well and sustainably. This demand continues to grow in accordance with the awareness that citizens have the right to get good service from the government. Good service is a strategic policy issue because public services are very influential in improving public trust in the government (Puspitasari, 2016; Atmojo, 2018). Improving the quality of public services to enhance organizational performance can be achieved through government leadership with a new paradigm with innovative principles (Winarti; 2021). Various forms of public service innovation have been introduced with the concept of e-government at the Public Service Mall, hereinafter referred to as MPP. MPP is a place for activities as it provides goods, services, and/or administrative services to the public which is an extension of the function of integrated services both centrally and regionally, as well as services for state-owned enterprises/regional-owned enterprises/private. This is in order to provide fast, easy, affordable, safe, and comfortable services. In accordance with the Regulation of the Minister for Empowerment of State Apparatus and Bureaucratic Reform of the Republic of Indonesia Number 23 of 2017 concerning the Implementation of MPP is carried out with the following principles: a. cohesiveness; b. useful; c. coordination; d. accountability; e. accessibility; and f. convenience. Based on the implementation of e-government as the basis for public service innovation organized by the government of the Republic of Indonesia, it aims to create relationships between elements in a country online, not inline (Farida & Lestari, 2021). Regional innovation should (1) contain a renewal of all or part of the element of innovation, (2) provide benefits to the regions or the community, (3) does not result in imposition or restriction on the community that is not in accordance with the provisions of the legislation, (4) constitutes government affairs which are the authority of the region, and (5) can be replicated (Wiryanto, 2020). In Indonesia, various regions have organized MPP. One of them is the city of Banda Aceh. With the smart, cheerful, and excellent service, MPP is present in Banda Aceh City as a place for all people to get public services. The MPP centered on the new Aceh market building on the 3rd floor, Jalan Diponegoro, Kampung Baru Village, Baiturrahman District, Banda Aceh City, is one form of public service to make it easier for the community to fulfill various forms of excellent service (KEMENPAN, 2003). The presence of MPP in the middle of the city center and near the religious tourist attractions of Mesid Raya Baiturahman and Aceh Market cause some problems such as parking lots, good access for all people including people with disabilities, parents, pregnant women, and other vulnerable communities. Assistant Deputy for Coordination of Policy Implementation and Evaluation of Public Service Region II Ministry of Administrative Reform and Bureaucratic Reform (KEMENPANRB) explained that services at the Banda Aceh City MPP are optimal, namely so that traffic flow around or to MPP can be addressed so that there is no congestion and easier to park. The 4th floor of the MPP can be filled with a Convenience Snack Center (pujasera) or food court to provide comfort according to the principles of MPP implementation (DPMPTSP Banda Aceh, 2020).

INTRODUCTION journal.ump.edu.my/jgi ◄ the authors of the leading innovation book, which explains that innovation is an idea, practice, or object that is considered new by an individual from one adoption unit to another. As for understanding from other sources, Mirnasari (2013) claimed that innovation in public services can be interpreted as achievements in achieving and improving the effectiveness, efficiency, and accountability of public services generated by new approaches, methodologies, and/or tools initiatives in service delivery. According to Utomo (2014), innovation is not just whether there is benefit from initiation, it must be able to initiate change and provide solutions to problems and have compatibility with systems that exist outside of itself and must be sustainable and replicable.
Efforts to create good governance can only be made if there is a balance between the roles of private and community governance. In connection with the concept of good governance, the society is allowed to express their interests in service management, and the government or service providers must make the public interest as their main objective in service delivery (Iqbal & Anggraini, 2019). This can't be separated from the dynamics of public sector organizations that require innovation in the form of implementation of new technologies, new methods to improve the quality of the services especially by improving the services offered by the government servants (Hakim et. al, 2019).
This research aims to analyze the innovation of MPP in Banda Aceh City. Through PERMENPANRB No. 30 of 2014 on the gguidelines for Public Service Innovation, the Banda Aceh City MPP innovation will be viewed in terms of its quality, transparency, accountability, ease of access, speed, properness, fairness, and participation. Good governance displayed accountability, transparency, authority and responsibility structure, and clear decision-making within the public sector settings (Juiz, Guerrero & Lera, 2014). The public service mall in Banda Aceh offered various services, however, this research specifically looks at the services offered by the Department of Population and Civil Registration (DISDUKCAPIL) and the Office of Investment and One-Stop Integrated Services (DPMPTSP). The services offered by both departments are very important to the citizen and ease the process of getting the licensing and non-licensing services. There is a need to make sure the public service delivers on its mandate to avail citizens, at least the basics of what it takes to live a decent life. Due to this, emphasis should be placed on making certain the public sector administrative system is free of political manipulationthis means that public administrators should be allowed to devote time and energy in steering the vehicle of supporting decent economic wellbeing-this can be done through effective utilization of staff expertise in the civil service to deliver essential services in the best interest of citizens, and likewise to the private sector community (Jackson, 2020).

METHODOLOGY
Qualitative data analysis is a tracing model for general statements about the relationship between various categories of data to build a conceptual understanding of social reality based on empirical findings. Through qualitative research methods sourced from primary and secondary data, this study is directed to observe and analyze public service policies with the development of the MPP in the city of Banda Aceh. Data collection was carried out involving observation. Indepth interviews were carried out with several key informants involved in the planning and innovation of public services. Phenomenological-based research from government policies to its citizens is interesting for an in-depth study. The validity of the data is tested by data triangulation. This is done to reduce the possibility of misinterpretation. Stake (2000) claimed that triangulation is the process of using multiple perceptions in clarifying the meaning and verifying the repetition of interpretation observations. In this study, triangulation is done by clarifying or comparing data and information from different sources of information and data collection.
In-depth interviews were conducted by interviewing officers at MPP, namely Secretary 1 who provides information about what services and service SOPs at MPP, then 1 staff at MPMTPS Banda Aceh City who understands what types, times, and mechanisms of service are available at DPMTPSP, and another staff of DISKDUKCAPIL Banda Aceh City who understands the types, times, and mechanisms of service available at DISDUKCAPIL. There are also 8 community service recipients for researchers to get information about the suitability of services and the presence of MPP whether it is true that service innovations help the people of Banda Aceh City. In addition to interviews, researchers also made observations when administering services at MPP Banda Aceh City by observing directly the service process at BPJS stands or others related to making it easier for people to get services.

Public Service Mall of Banda Aceh City
The establishment of the MPP as a form of public anxiety regarding service access has not been optimal. It can be observed how the services provided in several district/city government agencies are still partial. This means that the services provided are traditional and still limited to some services needed by the wider community. So, it is natural that people still often complain about the service model that has not been able to be carried out in a modern way to accelerate the needs of public services with modern facilities and infrastructure. The Banda Aceh City MPP provides various types of services that are equipped with counters that will serve the people. MPP aims to combine various types of services to make it easier for the community to access various types of needs in one place. The facilities available at MPP Banda Aceh City are: journal.ump.edu.my/jgi ◄

Lactation Room
The Banda Aceh City MPP provides banking facilities to make it easier for the public to complete the payment process be it for paying levies, taxes, or just doing other banking transactions. There are several banks in the MPP namely Bank Aceh, BNI Syariah, BRI, and Mahirah Mualah.

Cafeteria
Banda Aceh City MPP provides cafeteria facilities for visitors and this facility is expected to eliminate boredom when waiting for service queues at MPP Banda Aceh City.

Information Center
Information service is an information service center for MPP visitors.

Aisle
The MPP provides aisle facilities for visitors where this facility is used for prospective brides who will hold a wedding reception at MPP's marriage hall.

Reading Corner
The MPP provides a library and its facilities for visitors and this facility is expected to eliminate boredom when waiting for service queues.

Self Service
The MPP provides self-service facilities where people can use the provided computer equipment to access or apply for permits online.

Mushalla
The MPP provides prayer room facilities where people can use the prayer room as a place of worship.

Playground for children
Facilities for the community especially those who invite small children when taking care of administration or other services to be able to take advantage of the playroom while waiting for services. In addition to the main function as community facilities, children's playroom also functions as a supporter of child-friendly city programs where one of the important points is children in public service.
There are various institutions that provide services at the Banda Aceh Public Service Mall which consists of: BPOM Processed food registration service, traditional medicine registration service, cosmetic registration service, 3rd party sample testing service.

30.
Bank Syariah Mandiri Account opening services, deposit and withdrawal services, information and complaints services. Source : https://mpp.bandaacehkota.go.id (2021) The service time for MPP in Banda Aceh is in accordance with office hours, five working days a week from Monday to Friday with the following details:

Figure 1: MPP Service Hours for Banda Aceh City
The MPP area in Banda Aceh is a one-stop service or there are various services that can be accessed by the people of Banda Aceh City. It consists of 103 services in 30 agencies that have joined in one building. The focus of this study is on the Banda Aceh City Investment and One-Stop Integrated Service Office and the Banda Aceh City Population and Civil Registration Office because they are the two agencies that are most widely used by the community in obtaining services. Through PERMENPANRB No. 30 of 2014 concerning Guidelines for Public Service Innovation, the MPP innovation at the Banda Aceh City Investment and One-Stop Integrated Service Office and the Banda Aceh City Population and Civil Registration Service will be viewed in terms of its quality, transparency, accountability, ease of access, speed, properness, fairness, and participation. journal.ump.edu.my/jgi ◄ Quality Service quality is the ability of an agency to provide the best quality service compared to its competitors, or a benchmark for how good the level of service provided to the community is and in accordance with the expectations or expectations desired by the community. The MPP of Banda Aceh City, especially the DISDUKCAPIL agency has provided quality services because population administration services are needed by the community such as e-KTP, KK, etc. Thus, service innovations should be implemented.

Transparency
Transparency refers to the freedom to obtain information, or an information system developed to enable the public to access various information regarding public services.

Accountability
Accountability concerns every activity carried out to the public or a standard and procedure used by the government to account for its actions to the owner of the mandate or the people. Accountability is the obligation of public officials to report their activities to citizens and the right of the community to take action against public officials in carrying out their duties that do not give satisfaction to the community.
a. Get input from the community b. Know the strengths and weaknesses c. Learn all the activities carried out

Ease of Access
The meaning of easy here is that it is easy or affordable for the community to get services at the Banda Aceh City MPP. The ease of public to access these services can increase their interest in continuing to go to the MPP. The location of MPP is also in the center of the hustle and bustle of Banda Aceh, namely the Aceh Main Market and the Baiturahman Grand Mosque which are also tourist sites.

Speed
In providing services, of course, the community wants good service, as the purpose of the establishment of the MPP itself is to provide convenience, speed, affordability, security, and comfort to the community in obtaining services and increase global competitiveness. MPP not only presents the concept of a comfortable, safe, and fast service but also presents professional and accountable service providers so as to improve the performance of the Banda Aceh City Government.

Properness
Properness is appropriateness or worthiness, good or ought. If good service is natural, we praise the act of good service given to the community. "People feel that the existence of this Public Service Mall is a breakthrough in facilitating excellent service to the community. In addition, this Public Service Mall can also be implemented in various cities/districts in Aceh because with this Public Service Mall it is very easy for the community without the need to go here and there or go from one office to another to take care of their needs".

Fairness
Justice is a standard of service in which service providers must ensure that the services provided can reach all people who are different in terms of economic status, geographical location distance, and differences in physical and mental capabilities. journal.ump.edu.my/jgi ◄

Participation
Participation can be interpreted as an activity to arouse feelings and be included or take part in activities. Therefore, participatory here is the participation of the community or service parties who encourage carrying out the service process.
Service innovation with the existence of MPP under one roof helps make it easier for the community to access services. The form of service innovation certainly contributes to public trust in government performance. Online Single Submission (OSS) is a Business Licensing issued by the OSS Institution for and on behalf of the Minister, Head of Institution, Governor, or Regent/Mayor to Business Actors through an integrated electronic system to simplify and speed up the licensing process. The types of services at the Banda Aceh City Investment and One-Stop Integrated Service Office available in the Banda Aceh City MPP are shown in Table 3.  (2021) In addition to the Online Single Submission (OSS) System Licensing service, there is also a Non-Online Single Submission (OSS) Licensing System as shown in Table 4. In addition to Online Single Submission (OSS) Licensing and Online Single Submission Non-System Licensing (OSS), there are also non-licensing services as presented in Table 5. a. Realizing a service process that is fast, easy, transparent, measurable, and in accordance with established standards. b. Providing excellent, accountable, anti-corruption, collusion, and nepotism services. journal.ump.edu.my/jgi ◄ The Office of Investment and One-Stop Integrated Services carries out services with the following principles: a. Integration; b. Effective, efficient, economical; c. Coordination; d. Accountability and e. Accessibility. As for from January 2021 to April 2021, the services so far are business licensing with an Online Single Submission (OSS) system of 16,692 permits, OSS Non-System Licensing (IMB) of 1,870 permits, and 3,147 OSS Non-System Permits (siCantik Cloud). Permits and Non-Licensing (Recommendation for Hoarding Oil) is as many as 3 non-licensing. Currently, there are as many as 21,712 permits this year. In addition, to support services for people with disabilities, it also provides various facilities such as lifts, wheelchairs, special toilets, and priority service counters. The existence of this MPP can make it easier for the community to obtain various services such as licensing and others.
The integration of the services provided is a form of concern for the relevant agencies within the Banda Aceh city government in providing the services needed by the community. The fulfillment of service needs that have been carried out can indirectly change the image of the wider community from the nature of traditional services to modern services based on the needs. The acceleration and coordination carried out at the MPP make it easier for the public to obtain information and excellent service results on an ongoing basis. The presence of the MPP is one of the principles of good governance carried out by the Banda Aceh city government as an effort to follow up on the vision and mission to provide access to the larger community regarding the administrative system of various services needed in related agencies. Both aspects are related to services and sustainable population services. This principle itself has also been developed in various regions both on a micro and macro scale. The MPP in the city of Banda Aceh has initiated excellent service for the wider community, both at the micro and macro levels so that the need for administrative and information access can be obtained by the public easily and quickly (Yogi, 2008;Iqbal & Anggraini, 2019) The types of services at the Department of Population and Civil Registration Service of Banda Aceh City at MPP are shown in Table 6. Electronic ID card (KTP-el) and child identity card 3.
The transfer certificate came 5.
Certificate of moving abroad 6.
Certificate of arrival from abroad 7.
Certificate of residence 8.
Certificate of marriage annulment 11.
Certificate of cancellation of divorce 12.
Certificate of release of Indonesian citizenship 15.
Certificate of identity replacement 16.
Certificate of civil registration 17.
Child ratification certificate Source: Consulting Officer at MPP Banda Aceh City ( June 2021) There are 23 types of services available at the Department of Population and Civil Registry Service of Banda Aceh City MPP. The services at DISDUKCAPIL are "half-life" services for the community such as e-KTP and KK which are citizenship identities. The service procedures at the MPP in Banda Aceh City available at the DISDUKCAPIL and DPM-TSP are: a. Ask the needs of the community b. Provide the required file requirements c. Wait for a call by service personnel d. Finish service In the period from December 2020 to June 2021, the number of visitors at MPP Banda Aceh City increased, and from January 2021 to March 2021, the visitors to DPM-TSP sharply doubled from the previous month. There were 940 temporary business actors at service counters such as SAMSAT, BPJS Kesehatan, and DISDUKCAPIL in MPP which journal.ump.edu.my/jgi ◄ are also very popular with the public. The performance of the three agencies can be seen from the number of visitors served every month which is stable and continues to increase. From a total of 9,292 visitors, 5,065 were male, while 4,227 were female. The service leader at DISDUKCAPIL at the MPP of Banda Aceh City stated, "All population document processing can also be managed at the MPP during office service hours, and all population document processing can be handled here such as making ID cards, KK management, Deeds. birth, and so on. The service time is also in accordance with office service hours, and later in managing population documents at the MPP, there is no need to queue when processing documents so that the service process is faster." The latest innovation developed by the Department of Population and Civil Registration at the MPP in Banda Aceh City at this time is the addition of an Electronic-KTP printing device. This is to help to improve public services in DISDUKCAPIL in carrying out the installation process of electronic ID printing equipment. This is, of course, done in order to make it easier for the community to process the electronic ID card printing at the DISDUKCAPIL without having to go to the Banda Aceh City Population and Civil Registry Office in Banda Aceh Mayor's office. Previously, services at the MPP only recorded electronic ID cards while the printing was done at DISDUKCAPIL at Banda Aceh City Hall. With the addition of this printing machine, it is hoped that the service can be maximized. It is assumed that the printing of the Electronic-KTP can be completed immediately (10-20 minutes) if there is no problem with the network. The existence of these facilities and infrastructure greatly facilitates and accelerates services for people who take care of legal identities at the MPP which are carried out free of charge. The digital data service at DISDUKCAPIL is the formation of an application, one of which is the Electronic Queue (E-Antre) system. This can make it easier for people to queue up to take care of Electronic-KTP, family cards, birth certificates, and other service needs. People can now also apply to queue online using the available website.

CONCLUSION
The services provided in this one building can facilitate service to the community. The layout and design of the location arrangement of each service room at the Public Service Mall are very easy to understand by the public. In this Public Service Mall, there are various kinds of service provided. There are several service provider agencies gathered under one roof and the service products provided are very much in accordance with the needs of the community. The service process is fast and in accordance with a certain time for simple services and the requirements have been completed by service users, therefore officers can provide one-day service. This research has shown the innovation of public services through public service malls (MPP) as a form of modern service that is still difficult to find in several other regions in Indonesia. This means that a service model based on the needs of the wider community and in accordance with the vision and mission of the Banda Aceh city government deserves to be used as a role model in other areas in an effort to realize sustainable good governance in developing cities.
With the existence of MPP in Banda Aceh City, it is very easy for the community to carry out the service process. It is also easy for the community to access services where they do not need to go to different office locations anymore. The service process provided is also simple and the time required by the community is also efficient and free of charge. There is also a massage room in which there is a massage chair to provide comfort and pamper to people who are just waiting to be serviced. In addition to various service counters, other public facilities are also provided such as escalators, clinics, prayer rooms, etc. There are also mandiri services, cafeterias, gallery charges, lactation rooms, disabled rooms, children's playrooms, and reading corner rooms. This place also provides a list of people going for umrah and the halls are available for weddings as well.