Offline Consultation Needs On Online Licensing Services Through Online Single Submission (OSS) System

Abstract

Using a digital system through the Online Single Submission (OSS) is expected to ease conducting business in Indonesia, which previously tended to be convoluted and overlapping. The procedure and time for issuing permits using this system are shortened and encourage the acceleration of business licensing. However, the results are not optimal, so many business actors still consult the Ministry of Investment/BKPM about the licensing process through the OSS. This study aimed to analyze the factors that cause the high demand of business actors for consulting services, and to formulate strategies as policy recommendations to reduce the need for consulting services so that the OSS service system can be used optimally. A literature review was conducted with a qualitative approach. This article was obtained from the last three years with ten essays that were discussed comprehensively. The comprehensive results obtained in the study state that there are several obstacles behind the high need for consultation carried out by business actors, namely: 1. Limited technology and communication capabilities 2. Understanding of business guidelines or system mechanisms that are not yet optimal 3. Barriers to internet network connections 4. Socialization on business actors who have not been maximized 5. A limited number of human resources. Based on this analysis, in bridging the obstacles that occur in the field, the Government can provide technical guidance to business actors regarding the use of the OSS system and create a helpdesk service related to the implementation of the OSS system in the regions. Keywords: Online Single Submission, E-government, Information Technology, Public Service, Licensing System