This week-end is the due date for me to pay my motor cycle tax. It's a good news that a new Samsat Office has just been established in the area of my surrounding, which is close to my residence. A day before the due date, a friend of mine told and suggensted me to use a sort of 'broker' service for the purpose of the tax payment for a reason of simplicity and time efficiency. However, thinking that the office is newly established, I believe that the tax payers will not be as many as those at the old office. So, in my belief the queue will not be long, and it's better for me to be in the queue rather than using a brokerage service.
At the first step of entering the office area, I felt so happy because I saw no many people in the queue. Even, in the waiting area which is set outside I also found only a few people. This gave me a strong sign that I would get a fast service because no many people are in the need. First thing to do was queueing at the "stof maf" counter, paying for Rp 3.000,- for only a sheet of "stof maf" (which is in normal just costs Rp500,-). Second thing to do was queueing at the registration counter, paying for Rp 6.000,-, without any explanation what it was for. Then, the third thing to do was waiting for the turn of paying the tax bill. This unexpectedly took a unreasonably very long time, considering that only a few people were needing the service. I was totally wrong, in fact the people were coming and going. I started being curious, why I was always left by the others, even by those who queued after me. After paying serious attention, especially at the first counter (i.e. stof maf counter), most of the tax payers seemed to have a small talk, which I guessed to order a 'special' treatment in the process. I guessed so because those who had a small talk at the counter, at the final step were always called to take the processed documents at the counter, not at a counter specified for delivering the document. I didn't know how much each should pay for such a service. This, finally, led me to a conclusion that my friend had suggested me a 'right' thing to do which was using brokerage service for the sake of time efficency and simplicity.
Learning from the above-elaborated situation, I start thinking, whether such practices under the understanding of the government, or the government does not realize such practices. What I believe the government indeed knows and understands the situation well. But the question is why such practices which are known as bad and disgraceful are kept in practice. The government should see this from the point of view that the government is at the needy side rather than the tax payer. So, the logic will say that the tax payers should be given a number-one quality service, rather than putting them in the position of servicing the government officials. Indeed, I don't understand this. This is truly and really ackward.
If I were the person in charge of such services, of course I would improve the service quality by means of the following: (i) establishing the proper logic to all the officials involved that in the tax services it is government that need the tax payers, not the vice versa; (ii) establishing codes of conduct for tax payment services that guide employees what to do and what not to do; (iii) conducting routine supervision, and even in-cognito monitoring if needed, to see whether the codes of conduct has already been in place; (iv) implementing rewards and punishments policy to encourage the employees to do the rightious things and to perform best; and lastly (v) defining new innovative services by making maximum use and benefit of the IT. In my imagination, it not that difficult to enable tax payers paying their bill using ATM or if needed using premium sms. Technology has no impossibility to do so as long as there is willingness from users. Go Indonesia, I love You.
Jakarta, 20/11/2007
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