A Phenomenological Analysis of Top-Down Policy Implementation in the Religious Service Sector in Bondowoso, Indonesia

Abstract

The One-Stop Integrated Service (Pelayanan Terpadu Satu Pintu, PTSP) represents a public service reform in Indonesia aimed at enhancing efficiency and accessibility. This study analyzes the implementation of PTSP in Bondowoso using a qualitative phenomenological approach to understand the experiences of street-level bureaucrats (SLBs) and supervisors in executing top-down policies. In-depth interviews reveal key challenges, including misalignment between central policies and local needs, coordination issues, resource limitations, and the emotional pressure faced by SLBs. The findings indicate that the separation of front-office and back-office functions, along with reliance on electronic signatures, slows down service delivery. SLBs experience pressure to meet public expectations while adhering to institutional regulations. This study recommends developing adaptive governance, integrating technologies such as e-letters, and providing training for SLBs to enhance their capacity. These findings contribute to a deeper understanding of top-down policy implementation and offer solutions to improve public service quality, particularly in the religious service sector.