To what extent have street-level bureaucrats used their discretionary powers during the COVID-19 pandemic in Indonesia?
International Journal of Public Sector Management
ISSN: 0951-3558
Article publication date: 12 September 2022
Issue publication date: 5 October 2022
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.
Keywords
Acknowledgements
We are grateful to the CPPS, Universitas Gadjah Mada that provide primary data of the Survey of Land Deed Making Official Performance, 2021.
Citation
Hadna, A.H., Listyaningsih, U. and Ihwanudin, I. (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, Vol. 35 No. 7, pp. 806-820. https://doi.org/10.1108/IJPSM-12-2021-0272
Publisher
:Emerald Publishing Limited
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