Hadna, Agus Heruanto and Listyaningsih, Umi and Ihwanudin, Idris (2022) To what extent have street-level bureaucrats used their discretionary powers during the COVID-19 pandemic in Indonesia? International Journal of Public Sector Management, 35 (7). 806 – 820. ISSN 09513558
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Abstract
Purpose: The objective of this research is to analyze the extent to which street-level bureaucrats (SLBs) have exercised discretion (low, medium and high) and the contributing factors involved (i.e. the influence of personal, work environment and demographic factors on the exercise of discretion). Design/methodology/approach: The mixed-methods research uses the embedded design approach. Data were collected during the COVID-19 pandemic through a survey of 2,867 Official Certifier of Title Deeds (Pejabat Pembuat Akta Tanah/PPAT) as SLBs spread across fifty regencies/cities in ten provinces in Indonesia. Findings: This field study found a significant and positive correlation between SLBs' economic motive and the client's knowledge of land issues with the exercise of discretion. In addition, the study found a significant correlation between the age and gender of SLBs and their practice of discretion. Practical implications: This study provides insights into that new policies should not further complicate the system but reduce face-to-face interactions between SLBs and their clients by allowing digital technology. Originality/value: The novelty of this research is the paradox of SLB service during the COVID-19 pandemic differed from the paradoxes identified in earlier studies. SLBs commonly cope with service paradox by limiting their services or focusing solely on the most profitable clientele. However, this study shows that some SLBs actively reach out to clients using a “friendly” service model. © 2022, Emerald Publishing Limited.
Item Type: | Article |
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Additional Information: | Cited by: 0 |
Uncontrolled Keywords: | Discretionary power, Street-level bureaucrat, Official certifier of title deeds, A paradox of service, COVID-19 |
Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HN Social history and conditions. Social problems. Social reform |
Divisions: | Faculty of Political and Social Sciences > Public Policy and Management |
Depositing User: | Yuli Hesti Wahyuningsih |
Date Deposited: | 07 Oct 2024 22:54 |
Last Modified: | 07 Oct 2024 22:54 |
URI: | https://ir.lib.ugm.ac.id/id/eprint/8842 |