Collaborative Governance of Public Service Malls in Order to Improve the Quality of Public Services in Surabaya City

Abstract

This study aims to analyze collaborative governance in the implementation of public services in the Public Service Mall (MPP) in Surabaya City. The method used is a qualitative approach with data collection through interviews, observations, and document analysis. The results of the study indicate that collaboration between 23 government agencies in MPP has succeeded in creating strong trust and commitment, which are important factors in starting effective collaboration. Facilitative leadership plays a crucial role in creating an atmosphere of open dialogue and active participation. Clear and adaptive institutional design supports efficient interaction between institutions, increasing the effectiveness of public services. The ongoing collaboration process through discussion forums strengthens relationships between stakeholders, increases transparency, and builds trust. The application of the "Collaborative Models of Cross Stakeholders Consensus" model in MPP shows that the active involvement of all actors, including government, business, NGOs, and the community, can create a conducive environment to achieve common goals and increase public satisfaction.