Street Level Bureaucracy in Public Services to the Elderly in Kosovo

Abstract

The crucial connection between governmental policy and citizens' daily life is represented by street-level bureaucracy. This article examines the various aspects that affect street-level bureaucrats' decision-making, with a focus on their use of discretion, policy interpretation, resource allocation, communication, ethical considerations, and receptivity to criticism. As a defining characteristic of street-level bureaucracy, discretion gives bureaucrats the freedom to customize policies to specific situations, improving the usefulness of services. To maintain equity and accountability, it is crucial to strike the correct balance of discretion. The decision-making process is heavily influenced by the interpretation of policies, the distribution of scarce resources, and the involvement of ethical considerations. It's crucial to communicate with service users clearly and sympathetically. Continuous improvement is made possible via accountability and feedback mechanisms. Maintaining openness and public confidence requires keeping records of decisions and preserving moral principles. The success and fairness of public services depend heavily on the sound, moral, and compassionate decisions made by street-level bureaucrats, who act as the backbone of public administration. To support them in meeting the different demands of the public and creating responsive, egalitarian, and accountable public administration, it is crucial to provide them with training, resources, and ethical advice.