DISCRETION OF STREET-LEVEL BUREAUCRATS IN PUBLIC SERVICES: A CASE STUDY ON PUBLIC HEALTH IN MAKASSAR

Street-level bureaucrats (SLBs) have a great opportunity in taking discretion in public services. This is because in the provision of services is often confronted with the scarcity of resources that are owned, so that requires them to make policies (discretion) to get around the scarcity of these resources. Discretionary authority possessed by SLBs can be a "disaster" if not used professionally and carefully, especially if it is done in the field of health services that can have a negative impact on the community served. This study aims to reveal various forms of discretion taken by SLBs in health services in Public Health Center (PHC) in Makassar City, what is the background of taking discretionary actions, as well as the impact of the discretion taken. This study uses a qualitative approach with in-depth interview data collection techniques. The number of informants interviewed was 24 people consisting of the head of the PHC, doctors, nurses, midwives, pharmacists, as well as window clerks. Data processing and analysis using the NVivo 12 Plus application. The results showed that the level of discretionary use was different for each SLBs. Courage to take discretion is strongly influenced by the experience and independence of SLBs, as well as considering the impact on patients. In general, the discretion taken solely aims to facilitate service and is based on the desire to save the lives of patients served