Research Article
How do Micro-Legitimacy Processes Transform Public Service Delivery in Local Government? Insights from Public Affairs Management
@INPROCEEDINGS{10.4108/eai.30-10-2024.2354827, author={Devi Yulianti and Peerasit Kamnuansilpa and Xenia Ribaya Emperador-Garnace}, title={How do Micro-Legitimacy Processes Transform Public Service Delivery in Local Government? Insights from Public Affairs Management}, proceedings={Proceedings of the 3rd International Conference on Public Administration and Governance, ICOPAG 2024, 30 October 2024, Malang, Indonesia}, publisher={EAI}, proceedings_a={ICOPAG}, year={2025}, month={5}, keywords={micro-legitimacy; public service delivery; public affairs management; local governance}, doi={10.4108/eai.30-10-2024.2354827} }- Devi Yulianti
Peerasit Kamnuansilpa
Xenia Ribaya Emperador-Garnace
Year: 2025
How do Micro-Legitimacy Processes Transform Public Service Delivery in Local Government? Insights from Public Affairs Management
ICOPAG
EAI
DOI: 10.4108/eai.30-10-2024.2354827
Abstract
This study examines how micro-legitimacy processes influence public service delivery in local government, focusing on the in-migration services provided at the Office of Population and Civil Registration (OPCR) in Bandar Lampung, Indonesia. Adopting a public affairs management perspective, the research explores how routine interactions between citizens and public institutions shape the perspective of fairness, responsiveness, and trust. Using a case study design, the findings reveal that while the OPCR has established credibility, improvements in responsiveness and inclusivity are essential to meet public expectations. Public affairs professionals are critical in aligning institutional performance with citizen needs, fostering effective communication, ethical leadership, and stakeholder engagement. Highlighting micro-level dynamics, the study provides insights into the evolving nature of legitimacy in local governance and emphasizes the crucial role of public affairs in enhancing service delivery outcomes.
