SOEDARMO, - (1999) BIROKRASI PELAYANAN MASYARAKAT KOTA: Studi Pembentukan Tertib Interaksi Birokrasi Garis-Depan dengan Warga Kota. Disertasi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Due to the rising of the citizens' awareness, the performance of public service provided by street-level bureaucracy has emerged as one of the latent sources of complains. Taking cases of the activities in a developing town, and motivated by theoretical debate on total-subjectivism against structural-determinism, this research focuses on problems. What are the meanings of publiG-service bureaucracy that the participants socially reconstruct and share? What is the nature of interactive order between the street-level bureaucrats and the urban people? How do the structural, procedural, and awareness context shape the regularity of interaction between street-level bureaucrats and urban people? What style of negotiations are being emerged and patterned in the interaction between street-level bureaucrats and urban people? To answer the questions, the research uses the symbolic-interactionism as its theoretical orientation. Four sites of public-service offices located in District Of Kotamadya Malang, therefore, are selected as cases studied. Using a modified version of analytic induction design, data were collected with observation, in-depth interview, and documentary study. Having. established their trustworthiness, the collected data are analyzed in three stages; they are open coding, axial coding, and selective coding stage. The finding show that due to the role-conflict, physical and psychological pressure, and limitation of resources they encounter, the street-level bureaucrats simplify their task through routine habituating, sorting, and labeling procedure based on their definition of public service activities. Each actor also defines the object of pUblic service differently. The social order emerges and flows as consequence of their various styles of negotiation. That social negotiated-order are not fonnatted and structured by univocal and normative rules. Their action is not detennined by a mere application of prescription or guidelines free of all intervention by the actor's self. The order, therefore, appear as a fluid and ongoing understanding and agreements they reach as they go about their daily activities. various styles of negotiation are patterned in that interaction. They are intimidation, collusion, compensation, conning, hassling, compromise, and cooperation. It is also suggested to conduct further researches, and to adopt practical recomendations.

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