Institutional Revitalization in Public Sector: A Case Study at State Electricity Company in Gorontalo Province, Indonesia

This study aims to analyze and to explain the importance of institutional revitalization in public sector. The study used qualitative method in the form of case study where the focus of research was at the State Electricity Company (henceforth called PT.PLN) in Gorontalo Province. There were two main data sources namely informants (PT.PLN manager as the key informant and employees and customers as additional informants) and documentation. The data were collected through in-depth interviews, observations, and documentation. They were then analyzed by classifying, clarifying and interpreting. The results showed that firstly human resources in PT. PLN are still dominated by those who have relatively low formal education level. Besides, areas and levels of expertise are less than ideal. Secondly, structural revitalization was merely done to rearrange the change of positions without paying more attention to sharpen and to deepen the roles and functions in the new position, which cause rigidness, and inflexibilities in performing their work. Third, the use of developed technology is not supported by the availability of access at the working area of PT.PLN which slowing the work performances. Last is that the implementation of company’s business processes is not optimally done because there is no split of new electricity connection fee which is the responsibility of PT.PLN and other charged fee which make the fee of getting new electricity connection is more expensive. Keywords: Revitalization, Institutional, Public Service