Meeting (or not) at the street level? A literature review on street‐level research in public management,social policy and social work

This literature review analyses the adoption and development of a street‐level perspective in public management, social policy and social work. The last years have seen a prominent revival of a perspective based on Michael Lipsky's street‐level bureaucracy approach in the debates conducted within all three disciplinary fields. Based on 71 key publications in public management, social policy and social work, the review analyses the adoption of the street‐level bureaucracy approach during the period 2005–2015, pointing out the main themes of the debate within, as well as overlaps and differences between, the three disciplines. The findings show the potential of better integrating the different perspectives and taking stock of the articulated debate. Lastly, the review discerns a common viewpoint for further street‐level research, emphasising its importance for the critical analysis and understanding of street‐level work as a vital dimension of responsive and accountable institutions and as a decisive moment to shape positive policy outcomes on the ground. Key Practitioner Message: ? The use of discretion by frontline practitioners and their role as policy actors on the ground has become an important focus of research; ? This literature review shows that the debate has gone far beyond discussing discretion as an all‐or‐nothing issue, pointing out both positive and negative aspects of discretion and developing comprehensive frameworks to explain the use of discretion at the street‐level; ? However, street‐level research has traditionally rather neglected the notion of professionalism. The social work literature brings in the perspective of professionalism; more research efforts are needed to better explore and explain how professionalism matters in relation to challenges and dilemmas of different policy and practice fields.     

Children's services in the iron cage of performance management: street‐level bureaucracy and the spectre of Švejkism

Wastell D, White S, Broadhurst K, Peckover S, Pithouse A. Children's services in the iron cage of performance management: street‐level bureaucracy and the spectre of ?vejkism Int J Soc Welfare 2010: 19: 310–320 © 2010 The Author(s), Journal compilation © 2010 Blackwell Publishing Ltd and International Journal of Social Welfare. Recent UK government reforms have introduced a range of measures to regulate practice in child welfare, with professional work increasingly structured into formal processes embedded in information technology. This prompts obvious anxieties about the erosion of professional discretion. Using Lipsky's concept of the street‐level bureaucrat, we report on an ethnographical study examining how social workers organise their practice in an atmosphere of performance management. Clear indications of attenuated discretion are revealed, reflecting the shift to a managerial model of control. Of concern is the emergence of a pattern of formally conformant behaviour in which the letter of the organisational law is obeyed but without genuine commitment. Drawing on the anti‐hero of Ha?ek's celebrated satire, we denote this form of passive resistance ‘?vejkism’. While showing up the absurdities of excessive managerial power, such behaviours are ultimately dysfunctional for the organisation; an alternative governance paradigm, based on professional values, is briefly outlined.     

Negotiating dilemmas in the practices of street‐level welfare work

Hjörne E, Juhila K, van Nijnatten C. Negotiating dilemmas in the practices of street‐level welfare work Int J Soc Welfare 2010: 19: 303–309 © 2010 The Author(s), Journal compilation © 2010 Blackwell Publishing Ltd and International Journal of Social Welfare. The theme of this mini‐symposium is based on the core ideas of two influential books published about 30 years ago, namely Michael Lipsky's Street‐Level Bureaucracy – Dilemmas of the Individual in Public Services (1980) and Jeffrey Prottas's People‐Processing – The Street‐Level Bureaucrat in Public Service Bureaucracies (1979). In these books, three dilemmas were identified that have great importance for welfare workers' position as mediators between institutions and citizens: autonomy versus control, responsiveness versus standardisation, and demand versus supply. In this editorial, we discuss these dilemmas with regard to the present context of street‐level welfare work, which is strongly influenced by managerialist policies (also called new public management). It is emphasised that in the era of managerialism, the dilemmas should be approached as empirical matters: how they are present, talked into being and negotiated in naturally occurring practices of street‐level welfare work, and with what consequences.     

‘Street‐level Bureaucracy’ Revisited: The Changing Face of Frontline Discretion in Adult Social Care in England

This reassessment of the continuing significance of Lipsky's (1980 ) work on ‘street‐level bureaucracy’ for frontline decision making is based on a retrospective review of the author's research on assessment practice in adult social care in England. The studies span the past two decades during which time successive governments have restructured and modernized social services departments. When these were established in 1970, they represented the high watermark of bureau‐professionalism – a mode of administration which dominated social welfare at the time Lipsky was writing. The subsequent dismantling of bureau‐professionalism calls into question the validity of his findings, and the author draws on her own research to assess conflicting views about the impact of social care reforms on the discretion which social workers exercise as street‐level bureaucrats. She concludes that the distinct types of discretion to emerge from her findings, represented in a taxonomy, are shaped by the differing micro environments of frontline practice which, in turn, affect the relative force of managerialism, professionalism and user empowerment in countering the defensive exercise of discretion described by Lipsky. Whilst her analysis affirms the continuing significance of Lipsky's analysis, it also points to the need for some revision to accommodate major shifts in welfare administration since the publication of his work. She highlights the potential relevance of these insights for investigating the next planned transformation of adult social care, personalization, as well as for the implementation literature more widely.     

Market stewardship of quasi‐markets by street level bureaucrats: The role of local area coordinators in the Australian personalisation system

With the rise in popularity of market‐based responses to social policy challenges, the stewardship of quasi‐markets or public service markets, is a key concern for governments worldwide. Debates about how to manage quasi‐markets have focussed on high‐level decision‐making processes. However local actors, in particular street level bureaucrats, are a key part of the complex work of managing quasi‐markets. We examine how street level bureaucrats act as local market stewards in a new quasi‐market for disability care, the Australian National Disability Insurance scheme. We find that the street level bureaucrats, known as local area coordinators, act as shapers of local markets but that their contributions are informal and often restricted by formal structures and processes. For example, we found evidence that the use of key performance indicators can disrupt effective local stewardship efforts towards a procedural approach. We conclude that introducing principles of the polycentric governance approach can improve connections between local market knowledge holders and central decision‐making agencies, thereby improving market stewardship and outcomes.     

From Street‐level Bureaucrats to Street‐level Policy Entrepreneurs? Central Policy and Local Action in Lottery‐funded Community Cancer Care

Recent contributions to the policy implementation literature have applied Kingdon's model of ‘policy windows’ to the implementation of policy on health inequalities in the UK, and have identified the key role played by ‘policy entrepreneurs’ at local as well as national level. Despite this, the picture that emerges is of frustration of central policy intentions at the local level, alongside frustration of local aspirations by the centre. This article explores the relationship between central policy and local implementation in the context of a Lottery‐funded initiative to develop community cancer care in the UK. We examine the relationships: between the BIG Lottery Fund and central government; between BIG and the cancer care projects it funded; and between the projects and their local economy of cancer care. We found evidence of success both in vertical cascading of policy and in local policy innovation; 83 per cent of projects succeeded in obtaining continuation funding at the end of their Lottery funding. We suggest that this was due, in part, to two features of Lottery funding and accountability that combined to differentiate it from the other policy initiatives studied. They meant that projects were ‘buffered’ not just from national policy churn, but also from competing local priorities. In the ‘protected space’ that was thus formed, ‘street‐level policy entrepreneurs’ played a key role in developing cancer care innovations for adoption by mainstream funding agencies.     

Street‐level discretion,emotional labour and welfare frontline staff at the Australian employment service providers

Despite the current controversial debates about discretion in public bureaucracies in general, and in welfare agencies in particular, the current literature on street‐level bureaucracy mainly assumes that discretion is a distinctive feature of the daily work of public servants. Nonetheless, a pertinent question has not specifically been asked in this literature, that is, given the context of privatisation and increased welfare conditionality in the welfare sector that are seriously challenging welfare frontline staff's commitment to social justice and human rights‐based practices, what are forms of street‐level discretion likely to contribute to improving the quality of welfare services? In this study, we attempt to address this question by exploring discretion displayed by welfare frontline staff in four Australian employment service providers. We argue that emotional labour, especially when being informed by critical empathy, is an important and effective form of street‐level discretion that welfare frontline workers can perform to better support welfare recipients and minimise the punitive aspects of welfare policy.     

Voluntary Organizations as New Street‐level Bureaucrats: Frontline Struggles of Community Organizations against Bureaucratization in a South Korean Welfare‐to‐Work Partnership

In recent years, the role of voluntary organizations in welfare partnership has received considerable critical attention from scholars working in the field. While mainstream debates have valued state–voluntary sector partnership as participatory governance, critical studies have argued that it leads voluntary organizations to serve as a shadow state. The present study, however, contends that partnership does not necessarily entail participatory welfare or the complete subordination of the voluntary sector to the state's bureaucratic system. Rather, as new street‐level bureaucrats, voluntary organizations can exercise a degree of autonomy on the frontline despite the bureaucratic constraints engendered by partnership. Through an ethnographic analysis of Korean community organizations engaged as frontline agencies in a welfare‐to‐work partnership, this study unveils how the former have recreated democratic and inclusive environments in a particular policy setting by organizing non‐work activities and transferring administrative authority to recipients. Delineating such street‐level practices, this article demonstrates that state–voluntary sector partnerships may be sites of struggle where voluntary organizations continuously strive to actualize participatory governance in diverse and indirect ways.     

Instability and caregiving in the lives of street‐involved youth from foster care

A large proportion of youth who become street‐involved have experience in foster care, and our sample of 92 street‐involved youth, aged 14–18 years, all had foster care experience. We report on (i) instability of guardians and home from birth to street involvement; (ii) the connection between perceptions about foster care and measures of well‐being; and (iii) the implications of these findings for understanding street‐involved youth and the role of foster care in their life. The average number of transitions per youth from birth to mid‐teens was nine. Youth with experience in permanent care first lived away from biological parents at age 8.5 years, and for those with temporary care experience, it was age 10 years. Foster care was one of many living situations and one of several sources of caregivers. If participants were satisfied with foster care, they were more likely to be currently hopeful and happy. Participants who experienced positive influences from at least one long‐term caregiver tended to have other positive caregiver experiences, and those with negative influences were more likely to also have a positive relationship with a female caregiver. Foster care was one of several ‘way stations’ in their lives, one whose meaning needs further study.     

Revisiting History: The Creation of Provinces and the Politics of Social Policy in a Democratic South Africa

The pre‐democracy negotiations between the African National Congress (ANC) and the National Party (NP) established nine provincial forms of government to replace the four provinces of the apartheid era. The nine provinces contrasted with the historical goal of the ANC to create a ‘democratic, non‐racial and unitary South Africa’. The NP wanted nine new provinces to prevent centralized state power under an ANC government and saw possibilities for winning electoral power in the Western Cape. The ANC conceded following political pressure from the Inkatha Freedom Party, which threatened civil war, and a policy shift after examining the German federal governance system. The article analyzes the history, politics, process and outcomes of the establishment of the nine provinces for social policy delivery in South Africa. It explores the contention that the nine provinces re‐fragmented service delivery (although not on a statutory racial basis) and created a system of fiscal decentralization with serious implications for social policy: weakening bureaucratic capacity, institutional capability and political accountability. The provincial governance mechanisms and fiscal institutions created a particular ‘path dependency’ which, 18 years after democratic, rule still impacts negatively on service delivery and more equitable policy outcomes. This is in part due to the undermining of provincial governance mechanisms and fiscal institutions by a significant minority of corrupt and incompetent provincial civil servants. The corruption of these provincial governance mechanisms and fiscal institutions erodes the egalitarian values aimed at creating a non‐racial, non‐sexist, democratic and unitary South Africa which historically underpinned the policy agenda of the ANC. It also has weakened social citizenship on a geographical and ultimately racial basis given the continuing co‐incidence of race and place in a democratic South Africa.     

Going the Extra Mile? How Street‐level Bureaucrats Deal with the Integration of Immigrants

Dutch immigration and integration policies are being interpreted and implemented by local street‐level bureaucrats. We carried out 28 semi‐structured interviews with integration coaches, integration teachers and client managers in order to understand the dilemmas they face, and to explain their subsequent behaviour. The results show that although organizational characteristics such as the bureaucratic burden made street‐level bureaucrats reluctant to enlarge their discretionary space at the expense of policy rules, their willingness to help clients often transcends these boundaries under a combination of three conditions: high client motivation, extreme personal distress of the client, and negative assessment of existing policies and policy instruments (both in terms of fairness and practicality). Furthermore, street‐level bureaucrats were found to be constantly reinterpreting and revising their roles.     

“Build a friendship with them”: The discourse of “at‐risk” as a barrier to relationship building between young people who trade sex and social workers

Young people in statutory care and protection interact with social workers, who hold potential to provide a supportive adult role in their lives. Many however, run away at an early age and end up on the street trading sex for money or other favours. There is potential to improve outcomes for young people in care if the relationship between young people and their social workers is better addressed. This paper uses data from a qualitative study of 14 young people who traded sex and who had experienced interactions with social workers. A thematic analysis identified three themes: the rigidity of social work practice; contesting the family situation; and resisting the at‐risk label. We argue that to have any impact on outcomes for young people in care, social workers need to prioritise relationship‐building above the need to conform to organizational protocols and guidelines. Such guidelines assist the social worker in assessing whether family situations pose high risk for a young person, but the “at‐risk” label is contested by young people, which results in a lack of trust and a barrier to relationship building.     

Ethnographic insights into competing forms of co‐production: A case study of the politics of street trees in a northern English city

The aim of this article is to explore the link between different notions of co‐production. It seeks to emphasise the underlying politics of co‐production in the sense of who defines co‐production, especially in relation to initial decisions concerning which specific policy areas are deemed suitable for codesigning, cocreating, or codelivering with services users or local communities. We argue that the rejection of co‐production by government may inflame political resentment and reconfirm negative pre‐existing attitudes about “the establishment.” This is particularly problematic when politicians have promoted the rhetoric of “inclusive governance,” “sharing power,” or “delegating power” but then reject the co‐productive claims emerging from such statements. The study contributes to existing work by analysing what happens when co‐productive structures are terminated or when public protests demand the reinstitutionalisation of those relationships. We make this contribution by presenting findings from an ethnographic case study involving street trees in a large English city. We suggest these specific findings have a broader relevance.     

Events,Politics and Patterns of Policy‐Making: Impact of Major Incidents on Health Sector Regulatory Reforms in the UK and Japan

This article examines the major malpractice incidents in the late 1990s through early 2000s in the UK and Japan, comparing how these incidents opened up pathways for a new type of hospital regulation in each case. Applying John Kingdon's three‐stream model of agenda‐setting and policy change, the article argues that governance arrangements as well as the policy instruments that a government has at its disposal determine how an event could be translated into a political agenda by throwing light on the problems within the public domain. The long‐term effect of such adverse events is therefore determined by how open the relevant institutional arrangements are, and is enhanced if actors constantly scrutinize the system by proactively setting the agenda. A higher level of political accountability in the UK led to British politicians taking a greater role in promoting patient‐led reforms than Japanese counterparts. However, a political system with clear accountability is more conscious of its own involvement and any potential blame it might receive for policy failures. Therefore, the political class could become more engaged in continuous reforms and the delegation of tasks rather than a constant search for remedial actions. The article sheds light on the interactive aspects of the particular triggering events discussed through the decade of regulatory developments in the two health‐care systems.     

Decent work for sustainable development in post‐crisis Nepal: Social policy challenges and a way forward

Although the Decent Work agenda has received significant attention in the context of sustainable development, the formulation and implementation of appropriate social policies in developing countries remain an underexplored subject. This article responds to this gap and traces country‐specific Decent Work related policies and programs in Nepal—which is recovering from two major crises: a decade‐long armed conflict that ended in 2006 as well as the 2015 earthquake. Drawing on Critical Policy Analysis framework, this article examines how key tenets of the International Labour Organisation's Decent Work platform, namely creation and provision of employment, social protection, social dialogue and rights at work have manifested in Nepal. The findings indicate that while attempts have been made to embrace the Decent Work agenda into social policies and programs, structural instability of political processes means that there is a lack of strategic directions to address a capacity deficit specific to the informal sector and outbound labour migrants. The article makes broader analytical contributions towards evaluating the implementation of social policies driven by the global priority in the context of developing nations with weak governance settings. In countries like Nepal, where the majority of workers are located within the informal sector and as such the administrative reach and effectiveness of Decent Work related social policies designed for the formal sector are limited.     

The role of litigation in human research accountability

This essay examines and analyzes the recent and dramatic series of personal injury lawsuits instituted against those individuals and institutions that conduct and monitor human research. It discusses the social engineering functions of tort litigation, outlines the legal elements and viability of lawsuits against those who conduct and monitor human research, and evaluates and predicts what role tort litigation will play in fulfilling the goals of accountability in the context of human research and human research regulation. In general, tort law engenders two forms of accountability: retrospective and prospective. Retrospective accountability is backward looking, focusing on harms that have already occurred, their culprits, and the reimbursement of individuals for their injuries. Prospective accountability is forward looking in that it encourages actors and institutions to fulfill responsibilities toward individuals in order that harm does not occur, or at least that the risk of harm is decreased. This article argues that research litigation is not, and will probably never become, an effective means of ensuring retrospective accountability in regard to research injuries and ethical violations. Paradoxically though, the current wave of research litigation may serve an important and even key role in encouraging and ensuring prospective accountability.     

Micro‐pensions in India: Issues and challenges

This article aims to fill a gap in the social security literature on India by examining the role of micro‐pensions. The analysis suggests that because of the heterogeneity of the target population, micro‐pension products — with microfinance institutions (MFIs) as the main, but not only sponsors — should be voluntary and portable and permit experimentation in their design and in the delivery of services. Accordingly, decentralized micro‐pension schemes that operate within an appropriate regulatory framework and according to sound governance practices are deemed more fitting for the Indian context than centralized schemes with limited flexibility. The article discusses two case studies of recently‐initiated micro‐pension schemes in India, which reveal the need for rigorous analytical research on the micro‐pension sector, particularly concerning the structuring of pay‐out options and innovative delivery mechanisms. The article concludes that micro‐pensions have the potential to be one of the most useful components in India's multi‐tiered social security system, and should be encouraged.     

Blue‐collar Emigration from India and Governance

Indian expatriates numbering about 6.5 million, i.e. one‐third of the Gulf population, have been engaged in skilled, semi‐skilled and unskilled work since the time of the oil boom in the Persian Gulf regions. Putting monetary benefits to one side, emigrants' problems, such as false promises of recruiting agents, high visa charges, hurdles at workplaces and a defective system to address the grievances of Indian workers in the 18 Emigration Check Required (ECR) countries, are still unaddressed. With this background, the aim of this article is to concentrate on emigration from India to the 18 ECR countries listed by the Ministry of Overseas Indian Affairs (MOIA), Government of India (GoI). The GoI has identified these 18 countries because they are not labour‐ (emigrant‐) friendly, and are vulnerable to exploitation with regard to their labour standards. The article begins with conceptualizing ‘emigration’ in the Indian context. By focusing only on the ECR countries, the real picture concerning the situation of Indian emigrants is unfolded. These 18 ECR countries are almost the same in their treatment of blue‐collar emigrants. So, only this category of countries is selected for this work. The following key areas are discussed in this article: the role of the MOIA and the respective state governments in supporting and protecting these emigrants and their families; shortcomings in Indian embassies' administrative structure in protecting blue‐collar Indian workers; and the existing legislative provisions and welfare schemes for Indian emigrants working in the 18 ECR countries. In addition, the existing programmes at both central and state government level for returning and deporting workers are covered in this article.     

How social networks affect policy implementation: An analysis of street-level bureaucrats' performance regarding a health policy

Policy implementation is an interactive process between citizens and street-level bureaucrats. Although the literature has already addressed different factors that influence discretion, there is still a gap in understanding if and how bureaucrats' relational profiles affect policy implementation. This article analyses bureaucrats' interactions and the relational environments in which they exercise their discretion. The hypothesis is that bureaucrats' different relational profiles specify policy implementation at the street level. We study bureaucrats in a Brazilian health care programme involving community workers that requires regular visits to beneficiary families' homes. The research departs from ethnography and network analyses with workers from three very different contexts. We analyse bureaucrats' practices, the discursive styles mobilized in their interactions, and their personal networks. The results show that organizational factors are central to explain variations in practices, and their relational profiles highly influence the discursive styles used by bureaucrats in their interactions with citizens. The article concludes that relational elements can affect the exercise of discretion and influence interactions at the street level and should be incorporated more systematically in the implementation literature.