In essence, the public bureaucracy has a function to provide public services to the public. Usually, public services that are run are produced by the executive and legislative institutions. However, this does not rule out the possibility that bureaucratic institutions have their own discretion in relation to certain policies. There are many public policies produced and implemented by the public bureaucracy itself. Therefore, the role of the public bureaucracy in developing the nation and society is very important. Because of the importance of this role, if there are problems in the public bureaucracy, both related to rules and bureaucratic culture, the impact is enormous for the development of the nation and state.
It must be admitted that the quality of Indonesia's pubic bureaucracy is still far compared to developed countries. Therefore, it makes perfect sense if the Indonesian public bureaucracy learns from public bureaucracy from other countries. Learning from other nations means seeing and interpreting the strengths of other nations and then daring to evaluate themselves for a change in a better direction. One of the public bureaucracies of modern countries that have developed that can become Bengal glass is the United States (US).
Of course we all agree that the US bureaucracy is far more effective and efficient in carrying out its public service functions when compared to the Indonesian bureaucracy. This is natural because the United States was born as a nation-state far ahead of Indonesia. Comparing this might not be important because the quality of a nation is not only determined by its age but rather on the process and means of understanding the nation's development. However, according to the author, this also needs to be considered because maturity in the nation and state requires a process that flows in the flow of time.
The advantages of the US bureaucracy, as outlined by Agus Dwianto in his book Public Service Management: Caring, Inclusive and Collaborative, which can be a material to be studied and reflected in to improve the performance of the Indonesian bureaucracy are as follows. First, the public bureaucracy in the US is always user-oriented. As a customer, users have important criteria in developing a public service system. They are involved in the process of decision making and public policy. Therefore, every public service bureau conducts a "user survey". Through this survey, the public service regime can find out their weaknesses and strengths through input and criticism from users of services. Surveys can be done through conventional methods face to face, by post or online through internet technology.