It takes (at least) two to tango: Investigating interactional dynamics between clients and caseworkers in public encounters
Public Administration Review,
Год журнала:
2024,
Номер
unknown
Опубликована: Апрель 10, 2024
Abstract
Public
encounters
are
an
essential
element
in
citizen–state
interactions.
Yet,
we
know
very
little
about
the
interactional
dynamics
between
clients
and
street‐level
bureaucrats.
By
analyzing
data
from
interviews
participatory
observations
of
public
a
social
security
administration
context,
propose
typology
based
on
clients'
employees'
preparedness
that
affects
outcomes
services.
Encounters
can
either
be
characterized
by
“Conflict
Obstruction,”
“Advocacy,”
“Case
Processing,”
or
“Agreement
Collaboration.”
We
conceptualize
relation
these
types
how
both
caseworkers
transition
them.
Additionally,
article's
findings
suggest
should
not
observed
as
singular
events.
Rather,
spillover
effects
long‐term
multi‐episode
interactions
with
prove
to
understanding
behavior
sides
through
mutual
learning.
Язык: Английский
Deservingness at the frontline: How health‐related responsibility cues affect sanctioning and prioritization of citizens
Public Administration,
Год журнала:
2024,
Номер
unknown
Опубликована: Июнь 2, 2024
Abstract
Deservingness
literature
has
shown
that
people,
including
frontline
workers,
spontaneously
judge
whether
welfare
recipients
are
responsible
for
their
own
situation
or
victims
of
circumstances
beyond
control,
and
these
judgments
shape
behaviors
opinions.
We
contribute
to
this
by
examining
the
impact
clients'
responsibility
sickness
on
how
clients
treated
workers.
Using
a
pre‐registered
vignette
survey
experiment
among
1050
caseworkers,
we
examine
our
hypothesis
workers
treat
who
more
harshly.
In
experiment,
manipulate
client
got
COVID‐19
because
his
behavior
was
unlucky
catch
it.
find
although
manipulation
strongly
influences
workers'
attribution,
it
does
not
affect
inclinations
help
sanction
client.
Our
findings
highlight
factors
other
than
deservingness
important
prioritization
sick
citizens.
Язык: Английский
Navigating digital encounters: insights from frontline professionals on public service delivery
International Journal of Public Sector Management,
Год журнала:
2025,
Номер
unknown
Опубликована: Янв. 27, 2025
Purpose
Digitalization
is
transforming
public
service
delivery,
potentially
increasing
efficiency
and
availability
but
risking
excluding
vulnerable
people
with
weak
digital
skills.
Despite
technological
advances,
frontline
professionals
remain
a
crucial
element
of
value
creation,
as
many
services
require
human
interaction,
even
if
it
digitally
mediated.
This
study
surveys
to
capture
their
experiences
assess
whether
encounters
meet
clients’
needs.
Design/methodology/approach
The
dataset
comprises
15
interviews
assisting
migrant
clients.
data
were
analysed
using
abductive
thematic
analysis,
utilizing
viewpoints
about
the
divide
from
previous
literature.
Findings
emphasizes
three
pivotal
elements
inherent
in
clients:
(1)
high
administrative
burden
due
competency,
Finnish
skills
knowledge
local
system,
(2)
importance
interpersonal
trust
(3)
shifting
pressurized
role
professional.
Originality/value
main
novelty
this
lies
illustrating
that
are
interconnected.
contributes
management
research
by
enhancing
understanding
development.
It
provides
insights
professionals,
which
could
pave
way
for
applying
technology
benefit
all
citizens,
including
populations.
Язык: Английский
Taxing Language: Do Interpreting Fees Affect Immigrant Healthcare Usage? Evidence From a Regression Discontinuity Design
Public Administration Review,
Год журнала:
2025,
Номер
unknown
Опубликована: Фев. 6, 2025
ABSTRACT
Research
has
shown
that
administrative
burdens
significantly
influence
benefit
uptake
across
various
welfare
programs
in
the
U.S.
and
beyond.
However,
much
of
existing
research
focused
primarily
on
program
take‐up,
leaving
a
gap
our
understanding
how
affect
ongoing
use
benefits.
To
address
this
gap,
we
utilize
regression
discontinuity
design
to
analyze
introduction
substantial
fees
interpreting
services
affects
usage
healthcare
among
Danish
immigrants.
Our
data
comes
from
highly
reliable,
detailed
registries
track
weekly
general
practitioners
by
We
find
no
effects
utilization
evidence
disproportionately
disadvantaged
groups.
Additional
survey‐based
analyses
suggest
doctors
may
their
discretion
mitigate
fee's
impact
immigrants,
highlighting
frontline
workers
can
potentially
reduce
burdensome
policies.
Язык: Английский
Negotiating psychological costs: How welfare recipients' perceived interactions with welfare bureaucrats impact their experiences of administrative burden
International Journal of Social Welfare,
Год журнала:
2025,
Номер
34(3)
Опубликована: Май 5, 2025
Abstract
While
it
is
well
established
that
welfare
bureaucrats
hold
some
discretionary
power
in
implementing
policies,
scholars
of
the
administrative
burden
concept
have
only
recently
begun
to
consider
their
individual
impacts
on
recipients'
experiences
onerous
state
encounters.
This
article
aims
explore
how
perceptions
personal
interactions
with
shape
burden,
specifically
psychological
costs,
by
drawing
biographical–narrative
interviews
conducted
33
(former)
benefit
recipients
Germany.
The
results
reveal
perceive
as
responsible
for
reducing,
increasing,
or
creating
certain
costs
they
experience
and
themselves
respond
these
negotiate
them
extent.
contributes
growing
literature
citizens'
expands
concepts
citizen
agency
building
theoretical
frameworks
coping
behaviours
response
stress
costs.
also
confirm
a
need
policy
changes
support,
rather
than
discourage,
more
case‐sensitive
approaches
benefits
employment
services.
Язык: Английский
Agency orientation and bureaucratic behaviour towards clients: evidence from a survey experiment among unemployment caseworkers
Public Management Review,
Год журнала:
2025,
Номер
unknown, С. 1 - 21
Опубликована: Май 20, 2025
Язык: Английский
Citizens’ Communication Styles in Written Public Encounters
Perspectives on Public Management and Governance,
Год журнала:
2024,
Номер
7(3), С. 75 - 88
Опубликована: Апрель 12, 2024
Abstract
Current
studies
of
citizens’
coping
behaviors
in
public
encounters
lack
a
direct
examination
what
citizens
say
and
how
they
it.
Moreover,
despite
the
ubiquity
written
communications
with
state,
such
interactions
are
seldom
studied.
This
article
contributes
relational
approach
to
by
developing
taxonomy
detailed
operationalization
communication
styles
encounters.
is
based
on
an
abductive
content
analysis
over
1,000
citizen
web
contacts
Israeli
welfare
agency,
mostly
during
coronavirus
disease
2019.
We
show
that
differ
their
inclination
espouse
demanding,
pleading,
civil,
or
neutral
styles.
Additionally,
we
tentatively
subjective
experiences
administrative
burdens
trust
government
correlated
variation
The
taxonomy,
its
operationalization,
preliminary
findings
open
up
new
avenues
for
studying
Язык: Английский
Legal status and refugees' perceptions of institutional justice: The role of communication quality
Public Administration Review,
Год журнала:
2024,
Номер
unknown
Опубликована: Ноя. 12, 2024
Abstract
What
factors
influence
refugees'
perceptions
of
justice
in
bureaucratic
institutions?
As
global
migration
movements
draw
increasing
attention,
migrants'
experiences
as
constituents
destination
countries
merit
further
research.
Drawing
evidence
from
the
2018
survey
refugees
participating
German
Socio‐Economic
Panel,
this
article
examines
role
legal
status
shaping
at
government
offices.
Our
findings
highlight
a
stark
contrast:
with
unstable
statuses
often
perceive
proceedings
less
just
compared
to
those
firmer
standings.
However,
more
positive
encounter
their
encounters
street‐level
bureaucrats
can
act
buffer
against
negative
effects
on
These
insights
underscore
pressing
policy
implication:
asylum
procedures,
currently
marked
by
ambiguity
and
delays,
could
benefit
significantly
enhanced
communication
quality
part
bureaucrats.
Язык: Английский