Academic Research International Vol. 5(4) July 2014           Copyright © 2014 SAVAP International ISSN: 2223-9944, eISSN: 2223-9553 www.savap.org.pk 413 www.journals.savap.org.pk Model of On-Line System in the Public Service on Citizen’s Charter Basis Susi Ratnawati¹, Juli Nurani² ¹ Faculty of social and political sciences, ² Faculty of law, Bhayangkara University, Surabaya, INDONESIA. 1 susiratna11@gmail.com ABSTRACT Model and standard of public service on citizen’s charter basis in the government institution is still problematical and demanding for serious attention, along with public demand for performance of public service in the area of governmental bureaucracy. Public complaints about public service given by public servant need to be examined and searched for solution. The importance of service standard on citizen’s charter basis with on-line system in region, especially those agencies which directly connect with the public, such as Puskesmas, the making of KTP, birth certificate, KSK, SIM, STNK, license office, tax office (agency). With the model of on-line system in the public service on citizen’s charter basis, the public will find information; the public will be involved directly in the process of service and determination of system of service procedure in accordance with citizen’s charter made between the public and bureaucrat. If the public all this time just take for granted those what have been decided by bureaucrats, in the citizen’s charter the public participate jointly. But public service with this CC accepts criticism and demand from the public and all kinds of rules issued by government must consider public interest. This will be better and better if model of on-line system is used in public service with this citizen’s charter. The accurate solution for on-line system to determine the correct technological support is to implement software of information system in on-line. The advantages gained if the on-line informational system is used among other thing are: 1) Public service becomes optimal, 2) data become integrated, 3) facility of data access is available for service provider, 4) informational service exists which can be accessed by the public, 5) time, energy, and cost efficiencies become optimal. Keywords: Modeling, on-line systems, public services, citizen's charter INTRODUCTION General condition of public-service implementation in East Java is still confronted with service system from public servant who has not been maximal in the effective, efficient public service. There are still many complaints come from the public, indirectly or via media about low quality of public service, long and complicated procedure, no time limit of time period about resolution, high cost, non-transparent requirement, non-responsive officer, and so forth. These are indicators of low quality of public service implementation these days. Kementrian MENPAN in 2004 set the year of quality improvement in public service in East Java and one year later MENPAN via letter no B/529/M.PAN/3/2005, March 22, 2005 planned to set East Java as Pilot Project of quality improvement of Public service at national level and also letter NO B/69/M.PAN/04/2005, April 12, 2005 in order to regulate immediately the standard of public service in a regional regulation, at provincial and regency/municipal levels. Model of local public service appeared from Puskesmas Bendo Kepanjen Kidul Blitar Sity. Since 2001 this Puskesmas has applied citizen’s charter. In this Charter, public service is set between the puskesmas and stakeholders.