Mal Pelayanan Publik Kota Pekanbaru

What Mal Pelayanan Publik Kota Pekanbaru does

Mal Pelayanan Publik Kota Pekanbaru is a government-operated one-stop public service center located at Jl. Jenderal Sudirman No.464 in Pekanbaru, Riau Province, Indonesia. Administered by DPMPTSP Kota Pekanbaru (Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu), the facility was established under a national KEMENPAN RB (Ministry of Administrative Reform) transformation program to consolidate fragmented government services into a single accessible location. It houses 18 government institutions operating 72 service counters and offering 1,403 distinct service types spanning population registration (DISDUKCAPIL), business licensing (DPMPTSP), immigration, police services (POLRI-POLDA Riau), vehicle registration (SAMSAT), taxation (DJP, BAPENDA), social security (BPJS), land affairs (BPN), and numerous other municipal and provincial agencies.

The platform is built on a web-based architecture featuring an Online Queue Management System (Antrian Online) that allows citizens to select institutions, book queue numbers, and submit complaints or satisfaction surveys (IKM per KEMENPAN RB Regulation No. 14 of 2017) before or during their visit. Visitor statistics are visualized through Highcharts dashboards, with the facility serving approximately 165,180 visitors annually (~250-300 daily). Supporting amenities include a children's play area, nursing room, disability access, banking services (Bank Riau Kepri Syariah, BRI), a reading corner, health clinic, thermal temperature screening, and complimentary refreshments (Pondok Senyum). The facility is designated as a Zona Integritas pursuing WBK (Wilayah Bebas Korupsi) and WBBM (Wilayah Birokrasi Bersih dan Melayani) anti-corruption certifications.

The entity has no commercial revenue model: all services are provided free of charge to citizens, funded entirely through the Pekanbaru municipal government budget (APBD). Leadership includes Drs. Mahyuddin as Kepala DPMPTSP Kota Pekanbaru. Distribution channels comprise the physical service counters, the web portal at mpp.pekanbaru.go.id, and mobile outreach programs such as 'MPP Goes to CFD' (Car Free Day). Go-to-market is event- and location-driven, with the facility acting as a non-commercial intermediary between citizens and government institutions.

Name

Mal Pelayanan Publik Kota Pekanbaru

Legal name

Mal Pelayanan Publik Kota Pekanbaru

Website

https://mpp.pekanbaru.go.id

Company type

Private

Operating status

Operating

Headcount range

11–50 employees

Short description

Mal Pelayanan Publik Kota Pekanbaru is a government-operated one-stop public service center in Pekanbaru, Indonesia, consolidating 18 government agencies and 1,403 services into a single free facility serving citizens and businesses with integrated administrative services under the KEMENPAN RB mandate.

Ownership category

akta.pro rank

Product category

Public Administration Services

NAICS

Executive, Legislative, and Other General Government Support (921)

SIC

Services-Social Services (8300), Services-Facilities Support Management Services (8744)

akta.pro primary industry

Local Public Health & Human Services Administration (BPAIACAK)

akta.pro secondary industry

State/Provincial Human Services & Benefits Administration (Welfare, Disability, Child & Family) (BPAIABAI)

Keywords

• Public administration services
• One-stop service center
• Government licensing services
• Queue management system
• Citizen services portal

Headquarters

HQ city

Pekanbaru

HQ country

Indonesia

HQ region

Asia

Offices1 record

Markets served

GTM type

B2C

Offering type

Services

Cost components

Personnel, Operations, Infrastructure, Technology or R&D, Others

Revenue model

1. Government Budget Allocation: MPP Kota Pekanbaru is a government-funded public service facility operated by DPMPTSP Kota Pekanbaru. It does not generate commercial revenue but is sustained through municipal government (APBD) budget allocations to provide free public services to citizens.

Go-to-market motion1 record

Distribution channels3 records

Marketing channels4 records

Core offering

Mal Pelayanan Publik Kota Pekanbaru is a government one-stop service center that consolidates 18 government institutions with 72 service counters under a single facility, providing 1,403 types of public administrative services to citizens of Pekanbaru. Services include population registration (DISDUKCAPIL), business licensing (DPMPTSP), immigration (passports), police services (SIM/SKCK), vehicle registration (SAMSAT), taxation, health insurance, land affairs, and more—all accessible via physical counters or the online queue and service portal.

Product overview

Mal Pelayanan Publik (MPP) Kota Pekanbaru adalah pusat layanan publik satu atap yang dirancang oleh KEMENPAN RB untuk menggabungkan berbagai jenis pelayanan pemerintah dalam satu lokasi. Sistem ini menyediakan platform terintegrasi dengan 18 instansi pemerintah, 72 loket layanan, dan 1.403 jenis layanan. Produk inti mencakup sistem antrean digital (Antrian Online), layanan perizinan (DPMPTSP), layanan kependudukan (DISDUKCAPIL), layanan imigrasi (perpanjangan paspor), layanan kepolisian (SIM dan SKCK), serta sistem pengukuran kepuasan masyarakat (IKM). MPP juga menyediakan layanan kritik-saran-pengaduan dan akses e-form untuk BPJS Ketenagakerjaan. Arsitektur layanan bersifat one-stop-service dengan berbagai-agency integration dalam satu platform terpusat.

Differentiator

Problem solved

Functional benefit

Products and services

• Layanan Kependudukan (DISDUKCAPIL) Population and civil registration services including ID card (KTP), family card (KK), birth/death certificates, and other civil registration documents handled by DISDUKCAPIL Kota Pekanbaru with 40 service types and 35 service counters at MPP.
• Layanan Perizinan dan Non-Perizinan (DPMPTSP) Business licensing, location permits, investment permits, OSS helpdesk, and non-licensing documentation services handled by DPMPTSP Kota Pekanbaru with 6 service types and 14 counters at MPP.
• Layanan Perpanjangan Paspor (Dirjen Imigrasi) Passport renewal and new passport application services for Pekanbaru KTP holders, provided by the Directorate General of Immigration Class I Pekanbaru.
• Layanan SIM dan SKCK (POLRI-POLDA Riau) Driver's license (SIM) renewal and Police Clearance Certificate (SKCK) issuance services provided by POLRI-POLDA Riau with 4 services and 6 counters at MPP.
• Layanan SAMSAT (Pajak Kendaraan) Vehicle registration, plate issuance, and annual vehicle tax (PKB) payment services provided by SAMSAT at the MPP facility.
• Antrian Online (Sistem Antrean Daring) Web-based online queue management system allowing citizens to take queue numbers digitally before visiting MPP, select institution and service type, and monitor real-time queue status.
• Survei Kepuasan Masyarakat (IKM) Community satisfaction survey system measuring citizen satisfaction across 9 indicators (requirements, procedures, speed, costs, compliance, competence, behavior, facilities, complaint handling) per KEMENPAN RB Regulation No. 14 of 2017.
• Kritik, Saran, dan Pengaduan Online feedback and complaint submission system allowing citizens to submit criticism, suggestions, and complaints to MPP and receive responses from officers.
• EFORM BPJS Ketenagakerjaan Digital form access portal for BPJS Ketenagakerjaan allowing workers to view services by domicile sub-district, with 1 service and 3 counters at the MPP facility.

Quantifiable outcome

• 165,180 annual visitors (2025)
• +2 more outcomes

Named customers2 records

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

24 partnerships are on record, tiered core, major, standard and support.

• DISDUKCAPIL Kota PekanbarucoreOthersPopulation and Civil Registration Service (Dinas Kependudukan dan Pencatatan Sipil) operating at MPP with 40 service types and 35 service counters. Provides identity card (KTP), family card (KK), birth/death certificates, and other civil registration services. Located at Jl. Mustafa Sari No.1, Kec. Bukit Raya.
• DPMPTSP Kota PekanbarucoreOthersInvestment and One-Stop Services Agency (Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu) - the primary managing institution of MPP Kota Pekanbaru. Operates 6 service types with 14 counters providing business licensing, permits, and OSS helpdesk services. Located at Jl. Cut Nyak Dien No.3, Phone: (0761) 28262.
• POLRI - POLDA RiaucoreOthersIndonesian National Police, Riau Regional Office providing SIM (driver's license) renewal, SKCK (police clearance certificate), and other police administrative services. Operates 4 services with 6 counters at MPP. Located at Jl. Pattimura No.13, Kec. Sail.
• Direktorat Jenderal Imigrasi Kelas I PekanbarucoreOthersImmigration Directorate General providing passport services including extensions and new applications for Pekanbaru KTP holders. Located at Jl. Teratai No.87, Kec. Sukajadi, with phone (0761) 21536.
• SAMSATmajorOthersVehicle Registration and Tax Service (Sistem Administrasi Manunggal Satu Atap) providing vehicle registration, plate issuance, and annual vehicle tax (PKB) payment services. Located at Jl. Jend. Sudirman No.6, Simpang Tiga.
• BPN Kota PekanbarumajorOthersNational Land Agency (Badan Pertanahan Nasional) providing land deed services, property documentation, and land-related certifications. Operates 2 services with 2 counters. Located at Jalan Pepaya No.47, Phone: 0761-23106.
• BPJS KesehatanmajorOthersNational Health Insurance provider offering health insurance registration, card services, and related administrative support. Located at Jl. Jenderal Sudirman No.30 & 32.
• BPJS KetenagakerjaanmajorOthersEmployment Social Security Agency providing labor insurance, worker protection programs, and employment-related services. Operates 1 service with 3 counters. Located at Jl. Tengku Zainal Abidin No.26, Phone: (0761) 33257.
• DJP (Direktorat Jenderal Pajak)majorOthersTax Directorate General providing NPWP (tax ID) registration assistance, e-Reg services, tax payment codes (e-Billing), and other tax-related administrative services. Operates 5 services. Located at Jl. Jend. Sudirman No.247.
• BAPENDA Kota PekanbarumajorOthersRegional Revenue Agency (Badan Pendapatan Daerah) providing local tax services, PBB-P2 (land and building tax), and other regional levy collections. Operates 3 services. Located at Jl. Teratai No.81, Phone: (0761) 22701.
• Kejaksaan Negeri PekanbarustandardOthersDistrict Attorney Office providing legal services and administrative support. Located at Jl. Jenderal Sudirman No. 460, Phone: 0761-22041.
• LPSE Kota PekanbarustandardOthersElectronic Procurement Service Unit (Layanan Pengadaan Secara Elektronik) providing e-procurement services for government goods and services. Located at MPP building, Jl. Jend. Sudirman No. 464, Phone: (0761) 854977.
• Bank Riau Kepri SyariahsupportOthersIslamic banking services available within MPP for payment of retributions, taxes, and other financial transactions, complementing government services.
• BRI (Bank Rakyat Indonesia)supportOthersState-owned bank providing banking services within MPP facility for government payment transactions.
• BPJPH Provinsi RiaustandardOthersHalal Product Assurance Organizing Body (Badan Penyelenggara Jaminan Produk Halal) providing halal certification services for businesses. Located at Jl. Jend. Sudirman No. 235.
• Dinas Kesehatan Kota PekanbarusupportOthersMunicipal Health Office providing health-related administrative services and licensing for health facilities at MPP.
• Dinas Pendidikan Kota PekanbarusupportOthersMunicipal Education Office providing education-related administrative services and documentation.
• DINAS PERHUBUNGAN Kota PekanbarusupportOthersMunicipal Transportation Office providing transportation-related permits and administrative services.
• DINAS PUPR Kota PekanbarusupportOthersMunicipal Public Works and Spatial Planning Office providing construction permits and spatial planning certifications.
• SATPOL PP Kota Pekanbaru (LENTERA PERDA)supportOthersMunicipal Police and Civil Service Unit providing regulatory enforcement services.
• PC IAI PEKANBARUsupportOthersIndonesian Architects Association (Persatuan Architects Indonesia) Pekanbaru chapter providing professional architecture services and licensing support.
• DLHK Kota PekanbarusupportOthersMunicipal Environmental and Forestry Office (Dinas Lingkungan Hidup dan Kehutanan) providing environmental permits and licensing.
• Dinas PERKIM Kota PekanbarusupportOthersMunicipal Housing and Settlement Office providing housing permits and settlement-related services.
• BAPENDA Provinsi RiausupportOthersProvincial Revenue Agency providing provincial-level tax services at MPP.

Scale indicators7 records

Recent moves1 record

Expansion highlights4 records

Emerging players

• BPJS Kesehatan Mobile / JKN Mobile: BPJS Kesehatan operates a national digital channel for health insurance registration and administration, overlapping with the BPJS Kesehatan counter at MPP Kota Pekanbaru; represents the mobile/digital-native alternative channel for the same service category.

Broad incumbents

• Online Single Submission (OSS): Indonesia's national OSS system is the central digital business licensing platform that partially overlaps with MPP's DPMPTSP counter services; it represents the digital-native alternative through which MPP Kota Pekanbaru's business licensing tenant must coexist and route complex cases.
• Direktorat Jenderal Imigrasi (Ditjen Imigrasi) Online Services: Indonesia's national immigration directorate operates its own digital passport and immigration services online; MPP Kota Pekanbaru hosts an in-person immigration counter that is a complementary but partially substitutable channel for the same citizen need.

Direct peers

• Mal Pelayanan Publik Kota Makassar: Makassar's MPP delivers consolidated government services across multiple agencies under the same national MPP program, comparable to MPP Kota Pekanbaru in service breadth, citizen-facing digital tools, and operational governance.
• Mal Pelayanan Publik Kota Bekasi: Bekasi's MPP is a same-format one-stop service center under the KEMENPAN RB program, integrating population, licensing, tax, and police services under a single roof with online queue and IKM tracking, directly comparable to MPP Kota Pekanbaru.
• Mal Pelayanan Publik DKI Jakarta: Jakarta's MPP is the largest and most established one-stop public service center in Indonesia under the same KEMENPAN RB national program, hosting dozens of government institutions and serving as the flagship reference implementation that MPP Kota Pekanbaru mirrors and benchmarks against.
• Mal Pelayanan Publik Kota Surabaya: Surabaya's MPP operates under the identical KEMENPAN RB framework, integrating multiple government agencies under one roof with online queue and IKM satisfaction measurement — directly comparable to MPP Kota Pekanbaru in service model and citizen-facing digital platform.
• Mal Pelayanan Publik Kota Semarang: Semarang's MPP operates as a one-stop government service center with consolidated institutional tenants, IKM survey, and digital queue system, following the same KEMENPAN RB operational template as MPP Kota Pekanbaru.
• Mal Pelayanan Publik Kota Bandung: Bandung's MPP provides the same integrated multi-agency public service model with online queue management and citizen satisfaction surveys, making it a direct same-format peer in a different Indonesian metropolitan context.

Others

• DPMPTSP Kota Pekanbaru: DPMPTSP is the parent/operator of MPP Kota Pekanbaru and the primary tenant agency running business licensing and OSS services; while not a peer MPP, it is the institutional vehicle through which MPP is administered and is the most directly adjacent governance entity.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/mal-pelayanan-publik-kota-pekanbaru

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

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M&A

Investments

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Frequently asked questions about Mal Pelayanan Publik Kota Pekanbaru