Read the following passage, then... - Soal SKB No.92

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TKBI IPDN - Paket 03 SELEKSI-LANJUTAN-SEKDIN TKBI - Reading Comprehension

92. Read the following passage, then answer the question below.

Efforts to simplify bureaucratic procedures often proceed from an intuitive assumption: that fewer steps necessarily translate into faster, more accessible public services. Yet a growing body of evidence from regional governance reform suggests this assumption merits scrutiny. In several districts that consolidated multi-step licensing procedures into single-window services, initial processing times did decrease, but a secondary effect emerged that reformers had not anticipated: front-line staff, now responsible for a broader range of tasks previously distributed across specialized units, reported feeling less confident handling edge cases that fell outside standard procedure. The result, somewhat counterintuitively, was that routine applications moved faster while complex or unusual ones took longer to resolve than before the reform, as generalist staff were more likely to escalate uncertain cases rather than risk an incorrect decision. This suggests that administrative simplification is not simply a matter of removing steps, but of redistributing expertise in ways that may create new bottlenecks even as it eliminates old ones.

What counterintuitive finding does the passage describe?

Complex cases disappeared entirely after the reform

All cases became slower after the reform

Staff confidence increased for all types of cases

Routine cases became faster while complex cases became slower after reform

All cases became faster after the reform

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