Service Delivery Bottlenecks in Land Administration Systems: An Empirical Analysis of Measurement and Mapping Service Backlogs in Indonesian Regional Land Offices
Abstract
Service delivery efficiency remains a critical challenge in contemporary land administration systems worldwide, particularly in developing countries undergoing rapid urbanization and land tenure formalization. This study examines persistent service backlogs in measurement and mapping operations within Indonesia's decentralized land administration framework, focusing on two high-volume regional offices: Klaten Regency Land Office and Sleman Regency Land Office. Empirical analysis of administrative data from the Ministry of Agrarian Affairs and Spatial Planning (September 2025) reveals that measurement and mapping services constitute the predominant backlog category, representing 55.36% (3,867 cases) of 6,977 pending services in Sleman and 59.41% (2,619 cases) of 4,408 pending services in Klaten. These backlogs are systematically concentrated at the surveyor and technical implementation levels, indicating structural bottlenecks in the service delivery pipeline. Through comprehensive case file analysis and process mapping using a mixed-methods approach, this research identifies institutional constraints contributing to service delivery inefficiencies and proposes a multi-level intervention framework. The study's findings contribute to the broader literature on public service delivery optimization and land administration modernization in transitional economies. Policy recommendations include: (1) Capacity Building for Front Office officers; (2) deployment of automated file tracking systems for enhanced transparency and accountability of implementing units; and (3) regulation aspect of establishment of quality assurance mechanisms ensuring "clear and clean" file submission protocols to minimize processing failures.
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