Who Is in Charge?The Provision of Informal Personal Resources at the Street Level

• 成果类型: Article
• 署名作者: Lavee, Einat
• 署名单位: University of Haifa
• 刊物名称: JOURNAL OF PUBLIC ADMINISTRATION RESEARCH AND THEORY
• ISSN/ISSBN: 1053-1858
• DOI: 10.1093/jopart/muaa025
• 发表日期: 2021
• 页码: 4-20
• 关键词: public-service motivation; POLICY; implementation; governance; DISCRETION; ACCOUNTABILITY; engagement; CHALLENGES; BEHAVIOR; support

摘要

Street-level bureaucrats (SLBs) nowadays provide services under conditions of increased demand for public services coupled with scarcer financial resources. The literature that focuses on how workers adapt to this situation mainly examines their provision of formal resources as part of their job. What researchers have not systematically examined is the delivery of informal personal resources (IFRs) by street-level workers to clients. Understanding the provision of IFRs is particularly important when no one is fully in charge of public services. Drawing on 214 in-depth qualitative interviews with SLBs who provide education, health, and welfare services in the public sector in Israel, we found a remarkable range of IFRs they provided to clients. We also found that four main factors influencing the provision of IFRs: lack of formal resources; professional commitment; managerial encouragement; and a work environment whose values combine old and new approaches to public service. The findings contribute to the public administration literature by exposing how public service function in a somewhat vague reality, and they contribute to the SLB literature by highlighting the unrecognized component of informal service provision.