ONE-STOP SHOPS FOR SOCIAL WELFARE: THE ADAPTATION OF AN ORGANIZATIONAL FORM IN THREE COUNTRIES

• 成果类型: Article
• 署名作者: Askim, Jostein; Fimreite, Anne Lise; Moseley, Alice; Pedersen, Lene Holm
• 署名单位: University of Oslo; University of Bergen; University of Exeter
• 刊物名称: PUBLIC ADMINISTRATION
• ISSN/ISSBN: 0033-3298
• DOI: 10.1111/j.1467-9299.2011.01933.x
• 发表日期: 2011
• 页码: 1451-1468
• 关键词: COMPARATIVE POLITICS; REFORM; ACCOUNTABILITY; governance; EMPLOYMENT; work

摘要

In recent years welfare services in Western Europe have been criticized for poor coordination. In response, seamlessness has emerged as a vision for public administration with one-stop shops' viewed as means to reach this. This article conceptualizes the one-stop shop and presents a three country case study to examine its drivers and its adaptation. In all countries the reforms meant mergers driven by hopes for a single entrance to services as well as proximity to citizens. However, the analysis of task portfolios, participant structure, instruments and autonomy reveal important variations in the adaptations. The specific configurations of one-stop shops that emerged were partially a product of compromises and negotiations influenced by the political and performance priorities of central government. The classical trade-off between specialization and coordination persists, but by offering users ICT-based services one can to some extent maintain specialization behind the frontline and still provide services that are coordinated from a user perspective.