Innovation in Licensing Services at the One-Stop Licensing Service Office (Serve) Dili-East Timor

Abstract

Innovation in licensing services is key to creating a more effective and efficient system, particularly in the context of one-stop licensing in Dili, Timor Leste. This research aims to describe the innovation of SERVE licensing services and identify new concepts that can improve the effectiveness and efficiency of one-stop licensing services. The method used is a qualitative method with a descriptive approach, which allows in-depth analysis of the constraints and opportunities for innovation in the licensing system. The results showed that the one-stop licensing system in Dili has not run optimally, with overlapping division of authority between institutions, as well as challenges in terms of policy, budget support, human resources, infrastructure, and service systems that have not been integrated. This research recommends the implementation of the Integrated Digital Service System (IDSS), which is a digitally integrated licensing service system through one national portal, to provide convenience, speed, and accuracy in applying for licenses. The implications of this research show that the use of more advanced and integrated technology can improve the quality of public services, provide the value of justice, and create a system that is more responsive to the needs of the community.