Ayu Puspita Ningrum, - (2022) The Logic of Assemblage In Making Sense of Public Value: A Phenomenological Study of Street-Level Bureaucrats’ Health Service Provision Experiences In Indonesia’s Covid-19 Specialty Field Hospital. Skripsi thesis, UNIVERSITAS AIRLANGGA,.

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Abstract

With COVID-19 transcending as one of the most significant global shocks in generations, much of public discourse has centered on street-level bureaucrats (SLBs), who are the grassroots actors impelling the way that public services are delivered. As a subcategory of SLB, health workers occupy a profound significance in the plight of hampered face-to-face services, which have been harmed by the near-complete absence of direct, physical interactions resulting from public health directives to prevent the virus spread. The purpose of this qualitative research was to elicit firsthand accounts from frontline health workers (or SLBs) in Indonesia’s COVID-19 specialty field hospital on their experiences providing health services to COVID-19 patients. Using Lipsky’s street-level bureaucracy theory and van Manen’s hermeneutic phenomenological methodologies, in-depth interviews with 13 frontline bureaucrats with experience providing health services to Kemayoran Athletes Village COVID-19 patients were conducted using face-to-face communication. With verbatim transcription of the interviews, the data were coded using NVivo 12 Pro and categorized into themes based on van Manen’s phenomenological data analysis methodologies. The research revealed five major themes and ten sub-themes. Findings indicate that collegiality and professionalism have a substantial role in easing institutional constraints and strenuous expectations faced by SLBs. SLBs also identified a deep sense of compassion and empathy for their clients as legitimate incentives for addressing emotions and experiences in the pursuit of objectives, despite policy alienation and distress about having discretion. In addressing the latter consequences, SLBs create coping mechanisms and distinct modes of strategies in response to the needs of their clients and their situated circumstances. Notably, SLBs’ motivation for public service was heavily influenced by not just pragmatic considerations or even human agency, but also their religiosity and spirituality. The findings imply that the public value of Kemayoran Athletes Village SLBs may be understood by applying the notion of assemblage to the heterogeneous and fluid reality of public service delivery.

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