SINGO’S PUBLIC SERVICE INNOVATION TO ADDRESS THE CHALLENGES OF BUREAUCRACY IN PUBLIC SERVICE: A PARTNERSHIP BETWEEN THE MINISTRY OF HOME AFFAIRS AND NGO PARTNERS

Sergio Kwek; Insan Harapan Harahap; Rico Eric Estrada

doi:10.53806/ijcss.v7i3.1404

Authors

Sergio Kwek Bakrie University, Indonesia
Insan Harapan Harahap Bakrie University, Indonesia
Rico Eric Estrada Ministry of Home Affairs, Indonesia

DOI:

https://doi.org/10.53806/ijcss.v7i3.1404

Keywords:

Bureaucratic Digitalization, Center for Facilitation of Cooperation, E-bureaucracy, E-government, Public Service Innovation, SINGO.

Abstract

The COVID-19 pandemic accelerated the digitalization of public administration in Indonesia. This study examines the Sistem Informasi Ormas Asing (SINGO), a digital platform developed by the Ministry of Home Affairs to address administrative constraints in cooperation between local governments and foreign non-governmental organizations. This research employs an exploratory qualitative approach using in-depth interviews and document analysis, with data analyzed through thematic analysis and validated by source triangulation. The findings show that prior to SINGO, administrative processes such as the preparation of Annual Work Plans, reporting, and coordination with multiple local governments were conducted manually, creating inefficiencies and compliance burdens for partner organizations. The implementation of SINGO digitized these procedures, improving coordination efficiency, transparency, and accountability through integrated reporting and the documentation of best practices. Based on the public service innovation typology, SINGO can be classified as an externally oriented service innovation developed through collaboration with non-governmental partners. Despite challenges related to system features and institutional capacity, SINGO demonstrates strong prospects for sustainability as a digital governance innovation in managing government cooperation.

References

[1] Undang-undang (UU) Nomor 23 Tahun 2014 tentang Pemerintahan Daerah

[2] Peraturan Pemerintah (PP) Nomor 28 Tahun 2018 tentang Kerja Sama Daerah

[3] Peraturan Menteri Dalam Negeri Nomor 9 Tahun 2025 tentang Organisasi dan Tata Kerja Kementerian Dalam Negeri

[4] Kementerian Koordinator Bidang Pembangunan Manusia dan Kebudayaan Republik Indonesia, “Pembatasan Sosial Berskala Besar .” Accessed: Mar. 09, 2026. [Online]. Available: https://www.kemenkopmk.go.id/pembatasan-sosial-berskala-besar

[5] Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi, “Covid-19 Membawa Transformasi Sistem Kerja Pemerintah.” Accessed: Mar. 09, 2026. [Online]. Available: https://www.menpan.go.id/site/berita-terkini/covid-19-membawa-transformasi-sistem-kerja-pemerintah

[6] I. B. and Anirwan, “Pelayanan Publik Era Digital: Studi Literatur,” Indonesian Journal of Intellectual Publication, vol. 4, no. 1, pp. 23–31, Nov. 2023.

[7] Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi, “Indonesia Naik 13 Peringkat pada UN E-Government Survey 2024, Menteri PANRB: Kolaborasi Akselerasi Transformasi Digital Pemerintah melalui SPBE.” Accessed: Jan. 08, 2026. [Online]. Available: https://menpan.go.id/site/berita-terkini/indonesia-naik-13-peringkat-pada-un-e-governmentsurvey-2024-menteri-panrb-kolaborasi-akselerasi-transformasi-digital-pemerintah-melalui-spbe

[8] Fahmi Bahtiar, “Tingkatkan Kerja Sama dengan Ormas Asing, Kemendagri Luncurkan Singo,” Sindo News, Aug. 12, 2020. Accessed: Mar. 09, 2026. [Online]. Available: https://nasional.sindonews.com/read/130684/15/tingkatkan-kerja-sama-dengan-ormas-asing-kemendagri-luncurkan-singo-1597198133/5

[9] F. Zulkarnain, “ Pembuatan Aplikasi Sistem Informasi NGO Modul Laporan Tahunan dan Keuangan di PT Abata Citra Solusi,” Jakarta, 2020. Accessed: Mar. 09, 2026. [Online]. Available: https://ereport.ipb.ac.id/id/eprint/4384/6/J3C217178-01-FarhanZulkarnain-Cover.pdf

[10] A. Junjunan, “Pembuatan Aplikasi Sistem Informasi NGO (SINGO) Modul Rencana Kerja Berbasis Web untuk Kemendagri di PT Abata Citra Solusi.,” Jakarta, 2020. Accessed: Mar. 09, 2026. [Online]. Available: https://ereport.ipb.ac.id/id/eprint/1590/1/J3C217195-01-Alif-Cover.pdf

[11] B. Mudjiyanto, “Tipe Penelitian Eskploratif Komunikasi,” Jurnal Studi Komunikasi dan Media, pp. 65–73, Jun. 2018.

[12] V. Braun and V. Clarke, “Using thematic analysis in psychology,” Qual. Res. Psychol., vol. 3, no. 2, pp. 77–101, Jan. 2006, doi: 10.1191/1478088706qp063oa.

[13] Peraturan Pemerintah Republik Indonesia Nomor 59 Tahun 2016 tentang Organisasi Kemasyarakatan Yang Didirikan Oleh Warga Negara Asing

[14] Rikolto, “Rikolto Indonesia,” https://southeastasia.rikolto.org/countries/indonesia.

[15] A. Kurniawan, “Peran Rikolto Dalam Pemberdayaan Petani di Indonesia Untuk Mewujudkan Pertanian Berkelanjutan Pada Tahun 2017-2020,” 2024.

[16] Rikolto, “Rikolto in Indonesia Biannual Report 2020-2021,” 2022.

[17] J. Liu, S. Hu, Y. Jin, and L. Weng, “Digital Red Tape in Public Organizations: Challenges to Sustainable Digital Transformation,” Sustainability, vol. 17, no. 23, p. 10681, Nov. 2025, doi: 10.3390/su172310681.

[18] M. McGregor?Lowndes and C. Ryan, “Reducing the Compliance Burden of Non?profit Organisations: Cutting Red Tape,” Australian Journal of Public Administration, vol. 68, no. 1, pp. 21–38, Mar. 2009, doi: 10.1111/j.1467-8500.2008.00607.x.

[19] Badan Strategi Kebijakan Dalam Negeri, “Pencanangan Penerapan E-Office Di Kementerian Dalam Negeri,” Mar. 14, 2014. Accessed: Mar. 09, 2026. [Online]. Available: https://bskdn.kemendagri.go.id/website/pencanangan-penerapan-e-office-di-kementerian-dalam-negeri/

[20] Direktorat Jenderal Strategi Ekonomi dan Fiskal, “Pemerintah Tambah Dana Penanganan Covid-19 Rp 405,1 Triliun,” Apr. 01, 2020. Accessed: Mar. 09, 2026. [Online]. Available: https://fiskal.kemenkeu.go.id/baca/2020/04/02/101751717568528-pemerintah-tambah-dana-penanganan-covid-19-rp-4051-triliun

[21] Sekretariat Kabinet Republik Indonesia, “Presiden Teken Inpres ‘Refocussing’ Kegiatan, Realokasi Anggaran, serta Pengadaan Barang dan Jasa .” Accessed: Mar. 09, 2026. [Online]. Available: https://setkab.go.id/presiden-teken-inpres-refocussing-kegiatan-realokasi-anggaran-serta-pengadaan-barang-dan-jasa/

[22] SINGO, “Program Beras Premium di Provinsi Jawa Tengah,” SINGO, Aug. 03, 2020. Accessed: Mar. 09, 2026. [Online]. Available: https://kerjasama.kemendagri.go.id/singo/article/2/program-beras-premium-di-provinsi-jawa-tengah

[23] A. Cordelia, “E-government: Towards the E-Bureaucratic Form?,” Journal of Information Technology, vol. 22, no. 3, pp. 265–274, Sep. 2007, doi: 10.1057/palgrave.jit.2000105.

[24] A. Cordella and N. Tempini, “E-government and bureaucracy: the role of functional simplification in the case of the Venice Municipality,” in tGov Workshop, West London: Brunel University, Mar. 2011.

[25] M. Khairul Islam, C. Ya, and S. Sultana, “E-government impact on Sustainable Development Goals (SDGs): A bibliometric insights,” Social Sciences & Humanities Open, vol. 12, p. 101743, 2025, doi: 10.1016/j.ssaho.2025.101743.

[26] D. B. Setyarto, A. Alimuddin, M. Mulyaningsih, and L. Judijanto, “The role of e-government in increasing transparency and accountability of public administration in the digital era,” Edelweiss Applied Science and Technology, vol. 9, no. 2, pp. 1771–1783, Feb. 2025, doi: 10.55214/25768484.v9i2.4908.

[27] A. M. Abdou, “Good governance and COVID?19: The digital bureaucracy to response the pandemic (Singapore as a model),” J. Public Aff., vol. 21, no. 4, Nov. 2021, doi: 10.1002/pa.2656.

[28] Dwibin Kannapadang, S. Munawaroh, and S. A. Purwanto, “Optimizing E-Government for Enhanced Transparency and Accountability in Local Governance,” Jurnal Ilmiah Manajemen Kesatuan, vol. 13, no. 5, pp. 4203–4212, Sep. 2025, doi: 10.37641/jimkes.v13i5.3962.

[29] A. K. Abdulkareem and R. Mohd Ramli, “Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory,” Transforming Government: People, Process and Policy, vol. 16, no. 1, pp. 1–17, Feb. 2022, doi: 10.1108/TG-01-2021-0001.

[30] A. Y. Asmara, S. Handoyo, P. Purwadi, A. Dinaseviani, R. Jayanthi, and D. Kusumawardhani, “Examining Public Service Innovations in Indonesia: Challenges, Characteristics, and Implementation within Bureaucratic Systems,” BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi, vol. 31, no. 2, May 2024, doi: 10.20476/jbb.v31i2.1414.

[31] J. Chen, R. M. Walker, and M. Sawhney, “Public Service Innovation: A Typology,” 2015.

[32] Prayit, “Kemendagri Lakukan Kerjasama Sistem Informasi Ormas (SINGO) Dengan 12 Ormas Asing,” Daelpos.com, Aug. 12, 2020. Accessed: Mar. 10, 2026. [Online]. Available: https://daelpos.com/2020/08/12/kemendagri-lakukan-kerjasama-sistem-informasi-ormas-singo-dengan-12-ormas-asing/

[33] Ford Foundation, “Ford Foundation mendukung Sistem Informasi Ormas Asing (SINGO),” Facebook. Accessed: Mar. 10, 2026. [Online]. Available: https://www.facebook.com/FordFoundationIndonesia/photos/ford-foundation-mendukung-sistem-informasi-ormas-asing-singoford-foundation-mela/1303858463333333/?locale=id_ID&_rdr

[34] M. Labolo, Memahami Ilmu Pemerintahan (Suatu Kajian, Teori, Konsep, dan Pengembangannya), 8th ed. Depok: Rajawali Pers, 2017.

[35] M. R. Rasyid, Makna Pemerintahan?: Tinjauan dan Segi Etika dan Kepemimpinan, 5th ed. Jakarta: Abdi Tandur, 2002.

[36] A. Raghavan, S. Orazgaliyev, and M. A. Demircioglu, “Public sector innovation and wicked problems in Asia: From reactive to proactive governance,” International Journal of Innovation Studies, Dec. 2025, doi: 10.1016/j.ijis.2025.12.003.