Decentralization is marked by the issuing of various policies on service standards. Consequently, the quality of public services can be measured. For example, the central government has issued regulations on minimum service standards which the regional governments have to comply with. Although they have been given the flexibility to deliver services according to their capacities, fulfilling these standards is a significant challenge for regional governments and their service units. On the other hand, Law No. 25/2009 on Public Services encourages service delivery units to formulate public service standards so that services are affordable, convenient, equitable and inclusive. Public service standards are also formulated to ensure community participation, transparency, accountability, and government responsiveness.

A SMERU study on service delivery standards in three kabupaten/kota (districts/cities)—Luwu Utara (South Sulawesi), Probolinggo (East Java), and Singkawang (West Kalimantan)—reveals lessons learned from the areas’ efforts to improve service delivery. Best practices and several policy implications arising from these efforts are detailed in this edition.

On a more conceptual level, this edition’s guest author, Halilul Khairi, explains the philosophy behind service delivery standards, and provides examples of best practices in other countries. Concluding this edition, Francisca Fitri (YAPPIKA) describes efforts by non-governmental organization networks in Indonesia to provide for and increase community participation in devising service delivery standards as well as monitoring and evaluation.

Lastly, although regional governments are crucial actors in service delivery, the community also plays an equally important role. Improving service quality and enabling monitoring by the community reflect good governance.