There are only a few studies that explored the concept of public experience in government service. Malang City Police Department (MCPD), a government institution, launched its recent innovation, namely Panic Button on Hand (PBOH). This study aims to examine what public experience is and establish a valid construct in implementing PBOH service. The study recruited a sample of 262 active users of PBOH. Data was analysed using Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). The findings show that public experience is a construct which consists of seven qualified dimensions. This is a pioneering research in public service experience and is intended to provide a new perspective of experience in marketing research.