ISSN 2039-2117 (online) ISSN 2039-9340 (print) Mediterranean Journal of Social Sciences MCSER Publishing, Rome-Italy Vol 6 No 5 S5 October 2015 258 Evaluation of Operating Public Service Performance in Fulfillment Community Expectation in Jakarta Yuli Harwani Mercu Buana University; yuliharwani@yahoo.com Hesti Maheswari Mercu Buana University; hesti.maheswari@gmail.com Doi:10.5901/mjss.2015.v6n5s5p258 Abstract Complaints communities in developing countries, especially Indonesia to the public service is still very high. Perceived imbalances such as in: obscurity time; costs and service delivery; discrimination in services based on the friends relationship, family, political affiliation, ethnic, and even religious; long chain of bureaucracy and increasingly bribery cultured and extortion. This condition is a signal for the government to seek strategic solutions to improve public services. This study aimed to evaluate the operating performance of public services closest to the public, namely the Village, using: quality function deployment at the first and second room to find the community expected and gap analysis, importance performance analysis matrix to determine the attributes of service operations are a top priority for improved, low priority, redundant, and to be preserved. This study successfully mapped 36 public expectations to public services. From all these expectations, it was not one that meets the community expectations, although it did not show high gap. There are 2 indicators in top priority, 3 indicators should be reduced, and 6 indicators should be preserved. On the other hand, mapping the public response to the internet-based administration, showed the public unpreparedness. The majority of respondents stated more comfortable and feel definitely served if the process is directly carried out at the village office and met with officials. The length of the queues and the possibility of intervention or extortion, despite the fact that is a problem for society, but the certainty of completion of service are more important. Keywords: public service, fulfillment public expectation, importance performance analysis Introduction 1. Countries around the world is currently facing pressure from various parties to improve the quality of public services and increase active participation in providing information to the public and demanded to work more affective (Erick, 2011; Suprawoto, 2005). Breakthrough e-government or electronic-based government increasingly important role for all decision makers. Traditional goverment which is identical to the paper-based administration should begin to be abandoned. Traditional transformation into electronic goverment goverment (e-government) became one of public policy issues are hotly discussed today, which aims to reduce barriers or divergence and mal-administration in the implementation of public services as a basic social rights of the people. Some survey results from international surveys show that the institutions of public services in Indonesia is still the worst in Asia. People's desire has always been considered unrealistic. Especially for public service requirement by financial transactions, such as the maintenance of supporting data regarding land certificate. To take care of making this letter public intentionally made difficult, so impressed it can not be taken care of itself and then ask employees generous nature to help in the hope of reward is not small. Conditions such as these if left longer will give broad impact on social life especially in the economic life of society. Complaints of various imbalances in the service process as found by the Center for Population Studies UGM (2003), namely: 1) obscurity of time, cost and method of service; 2) was the presence of discrimination in services based on friendly relations, political affiliation, ethnic, and even religious; 3) the length of the chain of bureaucracy, dan and increasingly bribery culture and extortion; 4) Service orientation is not fair; 5) service culture that developed in the direction of power cultural; 6) principle of service is not based on trust, but distrust, while the procedure is applied to control the behavior and not to facilitate; and 7) authority to serve distributed in many bureaucratic unit. The above conditions forced the government to seek strategic solutions to improve public services. Therefore, it