Empowering Citizens: The Key to Long-Lasting Improvements in Public Services

Background: The rise of the New Public Service (NPS) paradigm emerged in response to changes in public administration, emphasizing democratic values, community engagement, and public interest-oriented services. The Jember Regency Population and Civil Registration Service faces significant public service challenges, underscoring the need for a shift to NPS-based services. Theoretical Foundation: The NPS paradigm strongly emphasizes community involvement in decision-making and policy implementation, contrasting with the New Public Management (NPM) approach that prioritizes business aspects. Key NPS principles include citizen-centric service, participatory processes, transparency, and prioritizing the public interest. Method: This study uses a qualitative phenomenological approach to investigate individual experiences with public services in the Jember Regency Population and Civil Registration Service. Data collection methods included interviews, observations, and document analysis, with the Miles and Huberman method used for analysis. Research Results: Transitioning from the NPM to the NPS paradigm took over 12 years, involving policy changes, shifts in organizational culture, and changes in public servants' attitudes. Despite service development innovations, a comprehensive evaluation is needed to ensure alignment with NPS principles. Research Implications: This study provides an in-depth understanding of regional public service transformation through the NPS paradigm. The Jember Regency Population and Civil Registration Service is committed to offering more effective, efficient, and responsive services. Research Originality: This research fills a significant gap in previous studies by focusing on citizen-driven service innovation at the Jember Regency Population and Civil Registration Service within the NPS framework. This study offers a unique contribution to understanding local-level public service transformation.