Muhammad Subandi 

Faculty of Social and Political Sciences, Kutai Kartanegara Tenggarong University, Kutai Kartanegara, East Kalimantan, Indonesia  

Shinta Yunita 

Faculty of Social and Political Sciences, Kutai Kartanegara Tenggarong University, Kutai Kartanegara, East Kalimantan, Indonesia  

Martain 

Faculty of Economics Business and Politics, Muhammadiyah East Kalimantan University, Samarinda, East Kalimantan, Indonesia  

DOI: https://doi.org/10.19184/e-sospol.v13i1.60045

ABSTRACT 

Public service is a vital aspect of governance aimed at providing easy, fast, and efficient access to the community. The government has initiated Public Service Malls (Mall Pelayanan Publik, MPP) as integrated centers consolidating various agencies in a single location to improve the quality of services. MPP in Tenggarong manages approximately 437 services from 26 agencies, including the administration of the Social Security Administering Body (BPJS) Health program, aiming to facilitate and accelerate these services. This study aims to analyze the effectiveness of MPP in improving BPJS Health administrative services in Tenggarong. The research employs qualitative methods, including literature review, observation, documentation, and in-depth interviews with service officers and community members. The findings indicate that MPP Tenggarong successfully achieves service goals of speed, efficiency, integration, and accessibility, supported by digital innovation such as online service systems and electronic queue management. However, limitations in staffing and physical infrastructure need improvement to sustain service quality. These findings are expected to contribute to the development of better public service policies in the future.    

Keywords: public service mall (MPP), BPJS health, service effectiveness, integration, adaptation. 

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