Citizen Power as A Sustainable Transformation of Population Services

Background: The emergence of the New Public Service (NPS) paradigm was a response to shifts in public administration, with an emphasis on democratic values, community participation, and services oriented towards the public interest. Within the Jember Regency Population and Civil Registration Service, challenges in serving the public are evident, highlighting the necessity for a transformation towards NPS-based services. Theoretical Foundation: The NPS paradigm places a strong emphasis on community participation in decision-making and policy implementation, diverging from the NPM approach, which prioritizes business aspects. Key principles of the NPS encompass service to citizens, participatory processes, transparency, and prioritization of the public interest. Method: This research employs a qualitative phenomenological approach to explore individual experiences concerning public services within the context of the Jember Regency Population and Civil Registration Service. Data collection was conducted through interviews, observation, and documentation, with analysis utilizing the Miles and Huberman method. Research Results: The transition from the NPM to the NPS paradigm spanned over 12 years, involving changes in policies, organizational culture, and the attitudes of public servants. Despite the innovations in service development, comprehensive evaluation is necessary to ascertain adherence to NPS principles. Research Implications: This research offers a comprehensive insight into the transformation of public services at the regional level through the lens of the NPS paradigm. The Jember Regency Population and Civil Registration Service demonstrates a commitment to providing more effective, efficient, and responsive services. Research Originality: This research addresses a notable gap in previous studies by concentrating on citizen-powered service innovation at the Jember Regency Population and Civil Registration Service, within the framework of the NPS paradigm. Consequently, this study provides a novel contribution to the comprehension of public service transformation at the local level.