Serving Clients When the Server Crashes: How Frontline Workers Cope with E‐Government Challenges

Implementing e‐government in the contemporary American state is challenging. E‐government places high technical demands on agencies and citizens in an environment of budget austerity and political polarization. Governments developing e‐government policies often mobilize frontline workers—also termed “street‐level bureaucrats”—to help citizens gain access to services. However, we know little about how frontline workers cope in these challenging circumstances. This article fills this gap by examining frontline workers implementing the Patient Protection and Affordable Care Act. Based on a qualitative analysis, the authors find that frontline workers “move toward clients” when coping with stress: they bend the rules, work overtime, and collaborate in order to help clients. They are less inclined to “move away” or “move against” clients, for instance, through rigid rule following and rationing. In other words, frontline workers try to serve clients, even “when the server crashes.” Frontline workers, then, can play a vital role in the successful implementation of e‐government policies.     

Regulation and voluntarism: A case study of governance in the making

In this article I analyze a multi‐stakeholder process of environmental regulation. By grounding the article in the literature on regulatory capitalism and governance, I follow the career of a specific legislative process: the enactment of Israel's Deposit Law on Beverage Containers, which aims to delegate the responsibility for recycling to industry. I show that one crucial result of this process was the creation of a non‐profit entity licensed to act as a compliance mechanism. This new entity enabled industry to distance itself from the responsibility of recycling, and thereby frustrated the original objective of the legislation, which was to implement the principle of “extended producer responsibility.” Furthermore, this entity, owned by commercial companies and yet acting as an environmentally friendly organization, allowed industry to promote an anti‐regulatory agenda via a “civic voice.” The study moves methodologically from considering governance as an institutional structure to analyzing the process of “governancing,” through which authoritative capacities and legal responsibilities are distributed among state and non‐state actors. Two key findings are that this process and its outcome (i) are premised on an ideology of civic voluntarism, which ultimately delegates environmental responsibilities to citizens; and (ii) facilitate an anti‐regulatory climate that serves commercial interests.     

Varieties of Liberalism: Keynesian Responses to the Great Recession in France and Germany

This article argues that distinctive liberal traditions shaped France and Germany's Keynesian policy responses to the post‐2007 economic crisis. In France, “statist liberalism” privileges an activist state that favors macroeconomic intervention and investment. German “corporate liberalism,” by contrast, is more pluralist and emphasizes the powers and responsibilities of social and economic groups, who are viewed as the fundamental components of the social order. The article argues that these traditions shaped elite interpretations of the crisis and played central roles in defining policy trajectories. They informed a modest French response focused on macroeconomic stimulus that relied on existing income support and a larger German effort centered on a microeconomic strategy of group subsidization. It concludes that these outcomes are inconsistent with traditional institutional accounts and highlights the importance of research on the role of ideas in shaping national responses to economic crises.     

The impact of the family and medical leave act

This article uses data from employer surveys and the March Current Population Survey to investigate the impact of the Family and Medical Leave Act (FMLA) on coverage, leave‐taking, employment, and earnings. The variation in state laws prior to the FMLA and the variation in coverage under the FMLA provides a “natural experiment” in which the effect of the law can be compared for treatment and con‐trol groups. Although the FMLA covers less than half of workers in the private sector (many of whom already had coverage pre‐FMLA), this article finds that leave cover‐age and usage did increase post‐FMLA. The other surprising finding is that this mandated benefit had no significant negative effects on women's employment or wages. ©1999 by the Association for Public Policy Analysis and Management.     

Informed Preferences? The Impact of Unions on Workers' Policy Views

Despite declining memberships, labor unions still represent large shares of electorates worldwide. Yet their political clout remains contested. To what extent, and in what way, do unions shape workers' political preferences? We address these questions by combining unique survey data of American workers and a set of inferential strategies that exploit two sources of variation: the legal choice that workers face in joining or opting out of unions and the over‐time reversal of a union's policy position. Focusing on the issue of trade, we offer evidence that unions influence their members' policy preferences in a significant and theoretically predictable manner. In contrast, we find that self‐selection into membership accounts at most for a quarter of the observed “union effect.” The study illuminates the impact of unions in cohering workers' voice and provides insight on the role of information provision in shaping how citizens form policy preferences.     

Cyber Security Responsibilization: An Evaluation of the Intervention Approaches Adopted by the Five Eyes Countries and China

Governments can intervene to a greater or lesser extent in managing the risks that citizens face. They can adopt a maximal intervention approach (e.g., COVID-19) or a hands-off approach (e.g., unemployment), effectively “responsibilizing” their citizens. To manage the cyber risk, governments publish cyber-related policies. This article examines the intervention stances the governments adopt in supporting individual citizens managing their personal cyber risk. The authors pinpoint the cyber-related responsibilities that several governments espouse, applying a “responsibilization” analysis. Those applying to citizens are identified, thereby revealing the governments' cyber-related intervention stances. The analysis reveals that most governments adopt a minimal cyber-related intervention stance in supporting their citizens. Given the increasing number of successful cyber attacks on individuals, it seems time for the consequences of this stance to be acknowledged and reconsidered. The authors argue that governments should support individual citizens more effectively in dealing with cyber threats.     

Institutional Sources of Legitimate Authority: An Experimental Investigation

Unelected officials with coercive powers (e.g., police, prosecutors, bureaucrats) vary markedly in the extent to which citizens view their actions as legitimate. We explore the institutional determinants of legitimate authority in the context of a public goods laboratory experiment. In the experiment, an “authority” can target one “citizen” for punishment following citizen contribution choices. Untargeted citizens can then choose to help or hinder the authority. This latter choice may be interpreted as a behavioral measure of the authority's legitimacy. We find that legitimacy is affected by how authorities are compensated, the transparency with which their decisions are observed, and an interaction between these. When transparency is high, citizens are more willing to assist authorities who receive fixed salaries than those who personally benefit from collected penalties, even when citizens' material incentives are controlled for. Lower transparency reduces support, but only for salaried enforcers.     

Service Personalization as a Response to Noncompliance with Routine Childhood Vaccination

Governmental reaction to citizens’ noncompliance with policy is often portrayed as a retrospective enforcement effort, in which incentives and information serve as the main mechanisms to change citizens’ noncompliant behavior. This study suggests that government may adapt existing policy arrangements to encourage compliance rather than enforce implementation. Such responses recognize that noncompliance is an ongoing decision‐making process rather than a single event, with scope for government intervention at different points. Drawing on toddlers’ nonvaccination in Israel as a test case, findings indicate that to minimize noncompliance and its public health implications, officials have responded by personalizing the standardized service. Personalization is a pragmatic response that recognizes that hesitant parents may be amenable to modified interventions as an alternative to complete exit. Nevertheless, personalization challenges the very notion of a public health intervention based on a standard protocol and raises new dilemmas around where private responsibilities end and public ones begin.     

Institutionalizing fairness in financial markets: Mission impossible?

This article analyzes the institutionalization of process‐oriented regulation, namely: regulatory institutions that allow firms to adapt regulation to their individual circumstances, while holding them to account for the adequacy and efficacy of their internal compliance systems. The article's main focus is on the strategies sought by compliance professionals to attain managers' receptiveness to regulatory expectations. It analyzes British financial firms' responses to a process‐oriented regulatory initiative, which sought to transform the widespread culture of product “mis‐selling” in this industry. Three key arguments and hypotheses are put forward: first, it is suggested that the existing theoretical literature on process‐oriented regulation overly stresses managers' rational, profit‐maximizing motivations for (non‐)compliance, whilst overlooking their emotive motivations. Second, it is proposed that managers' emotive resistance is expected when regulatory expectations challenge firms' “organizational identities” and thereby their individual identities. Third, it is hypothesized that when process‐oriented regulation poses a threat to organizations' identities, its institutionalization will entail delegation of the design and subsequent implementation of compliance systems to managers outside compliance, and reframing of regulatory expectations into existing businesses discourses and methodologies.     

Transparency and mistrust: Who or what should be made transparent?

It is increasingly recognized in public administration that the relationship between trust and transparency is not straightforward. Recently, right‐wing populists have risen to power, rejecting transparency requirements based on documents while claiming that they “hide nothing.” Clearly, existing scholarly conceptualizations are insufficient for understanding how transparency operates as a value in real‐world political contestation. An analysis of state‐ and national‐level politics in Nigeria reveals that, while always retaining a core informational component, there are multiple competing conceptions of transparency. Popular demands for transparency express a belief that not only should data be made transparent, but also the social networks in which politicians are embedded. “Transparency in people” can clash with more traditional, technocratic transparency practices centered on data. By rethinking who or what should be made transparent—data, things, or people—this article offers fresh theoretical insights on the complex politics of transparency and trust.     

Of Two Minds,But One Heart: A Good “Gut” Feeling Moderates the Effect of Ambivalence on Attitude Formation and Turnout

Popular psychological accounts argue that successful candidates address their appeals to citizens’ “hearts” rather than their “heads.” Yet research on campaigns shows that candidates win elections by getting voters to think about particular issues—especially issues that create ambivalence in the minds of opposition supporters. This article helps to reconcile these “heart‐centered” and “head‐centered” accounts of preference formation during campaigns. An original experiment and ANES data analyses (1980–2004) show that a “good gut feeling” toward a candidate helps citizens to overcome the paralyzing effect of ambivalence on attitude formation and turnout. And, since turnout is most tenuous among those with lower income, this is where the effect is most pronounced. Since Democratic candidates rely disproportionately on support from these lower‐income voters, it is particularly important that they inspire positive affect among latent supporters.     

Different encounter behaviors: Businesses in encounters with regulatory agencies

Studies on regulatory encounters have shown that the interaction between regulator and regulatee is important for implementation of public policy. Much of this research examines how the behavior of frontline workers in such encounters affects regulatee compliance, that is, an outcome of the encounter, but we know less about the behavior that regulatees bring to these encounters. This paper therefore examines how businesses behave in encounters with regulatory authorities, and whether we can identify distinct, multidimensional types of encounter behavior. Using survey data from representative samples of Danish businesses and an exploratory cluster analysis, we identify five types of encounter behavior. We label these “Cooperators,” “Accommodators,” “Game players,” “Protesters,” and “Fighters.” We believe this framework provides a useful next step in a research agenda on businesses' behavior in regulatory encounters.     

One Stop Shops for Public Services: Evidence from Citizen Service Centers in Brazil

Citizen Service Centers are government offices where different authorities are co-located and where several public services are offered in the same physical location. The goal of implementing such One Stop Shops for public services is to solve problems with a malfunctioning government bureaucracy for frontline service delivery. In spite of reforms in at least 70 countries, however, there are few evaluations. This paper evaluates the impact of Poupatempo (“Savetime”), a Brazilian Citizen Service Center reform that has inspired similar programs in other countries. We collect data on one of the most common errands at the Brazilian bureaucracy, driver's license renewal, and evaluate the impact of Poupatempo on the time, number of trips, and payments needed to undertake the renewal, and on other variables representing transaction costs, red tape, and transparency in the citizen-state interaction. Our difference-in-differences estimates indicate large reductions in the time expended by citizens and in proxies for transaction costs, but are less encouraging for the social quality of the licensing procedure, which we also evaluate. We discuss whether incentives to speed up processes prevailed where other steering instruments would have been more appropriate, and explore remedies. We also discuss limitations to establishing a true One Stop Shop.     

Can Transparency Foster More Understanding and Compliant Citizens?

Voluntary policy compliance is an important yet rarely studied topic in public administration. To address the paucity of research, this article proposes and empirically tests a conceptual framework that ties policy transparency and policy understanding to voluntary policy compliance intentions. The reasoning is that the extent to which citizens understand a policy contributes to their intentions to comply with that policy. Further, the authors argue that policy transparency indirectly influences voluntary policy compliance intentions through a positive effect on citizens’ levels of policy understanding. To enhance the validity of the findings, the authors assess these relationships across two policy domains. The findings reflect an indirect positive effect of transparency on voluntary compliance occurring through policy understanding. However, this emerged only for one policy domain. These results suggest that the effects of policy transparency on policy understanding and voluntary policy compliance intentions may depend on the policy domain.     

State‐Funded College Scholarships: General Definitions and Characteristics

State‐funded scholarship programs are transforming the way citizens and policymakers think about higher education. Advocates see these programs as a remedy to problems facing the state workforce such as “brain drain” and “unequal opportunity” for a sound education. Opponents see low retention rates and the number of already‐privileged students receiving benefits as signs that these programs are not reaching their maximum potential. This article traces the development of state‐funded college scholarships from earlier need‐based programs to current merit‐based programs and outlines current debates on policy effectiveness. Currently, 14 states have a state‐funded scholarship program. Differences between programs revolve around the political and economic circumstances of each state.     

Low‐trust bureaucracy: Understanding the Mexican bureaucratic experience

Latin American bureaucracies are notorious for their inefficiency and opacity, yet there is very little empirical research done on what exactly constitutes the “bureaucratic experience” for citizens and what the costs of bureaucratic dysfunction are. To improve our understanding of this topic, 5 cases of Mexican citizens' encounters with public bureaucracies are used to develop the notion of “low‐trust bureaucracy”: public organisations in which access to services is unreliable and the levels of control towards both citizens and bureaucrats are excessive. This bottom‐up analysis of administrative practices contributes to our understanding of the ineffectiveness of government programmes and services, but also of how bureaucracies in developing countries amplify social inequality rather than function as a social equaliser. Furthermore, this article adds new insights to the existing understanding of administrative burdens as a result of either political tactics or mere benign neglect. The data presented here suggest that structural and intractable characteristics of the broader administrative context, such as authoritarian legacies, can produce behavioural patterns that shift bureaucratic attention away from a fair and efficient service provision.     

How Cabinet Size and Legislative Control Shape the Strength of Transparency Laws

Prevailing thinking surrounding the politics of secrecy and transparency is biased by assumptions regarding single‐party and small coalition governments. Here, the “politics of secrecy” dominates: Leaders delay or resist strong transparency and freedom of information (FOI) policies when they control parliament, and yield to strong laws because of imposition, symbolic ambition, or concessions when they do not. In effect, leaders weigh the benefits of secrecy against gains in monitorial capacity. Their support for strong transparency policies grows as the number of parties in their cabinet rises. So while the costs of surrendering secrecy trump the benefits of strong transparency reforms in single‐party governments, in broad multiparty coalitions leaders trade secrecy for tools to monitor coalition “allies.” Drawing on vivid international examples, patterns of FOI reform in Latin America, and an in‐depth study of FOI in Brazil, this article generates new theoretical insights into transparency and the “politics of monitoring.”     

Personnel Constraints in Public Organizations: The Impact of Reward and Punishment on Organizational Performance

In recent years, many public sector reforms have attempted to loosen personnel constraints on the assumption that more managerial flexibility will increase organizational performance. The authors mount an empirical study to test this assumption using data taken from English local government authorities. Personnel constraints are operationalized using Rainey's long‐standing measures of the concept. Statistical results from multiple regression analyses indicate that “difficulty in removing poor managers” is harmful to organizational performance, but “difficulty in rewarding good managers” has no effect. The authors delve inside the organizational hierarchy and find that attitudes toward personnel constraints vary by organizational level and managerial rank: for example, frontline managers feel more constrained overall, while senior managers’ perceptions of constraints are more closely linked to organizational performance but in some unexpected ways. The implications of these findings, including the fact that personnel constraints have varying impacts on organizational performance, are considered.     

Measuring “Correct Voting” Using Comparative Manifestos Project Data

The extent to which citizens vote in accordance with their own principles and priorities has been proposed as an important measure of a democracy's health. This article introduces a new method of evaluating the ability of individuals to vote for the political party with policy positions closest to their own – to vote “correctly”. Following Lau and Redlawsk (1997), a “correct vote” is defined as the vote choice individuals would make under conditions of perfect information. In other words, a vote is “correct” if it is cast for the party that a voter should vote for, based upon a fully informed comparison of his or her policy positions with those of the parties contesting an election. Voters' policy preferences are estimated here using election study data, and the positions of parties are derived through data from the Comparative Manifestos Project. For illustrative purposes, this new method is applied to the 2004 Canadian federal election. Correct voting rates are calculated by comparing voter and party positions in seven dimensions of political competition, accounting for the relative importance of each dimension. While this study's data are exclusively Canadian, the approach introduced is applicable to other settings.     

Googling the requester: Identity‐questing and discrimination in public service provision

Innovating upon previous field experiments and theories of identity‐based discrimination, we test whether public officials are using searches (“identity‐questing”) to profile citizens and acting on latent biases. Pairs of “institutional” and “noninstitutional” requesters send lower and moderate burden freedom of information (FOI) requests—providing no identity cues apart from undistinctive names, e‐mails, and ID numbers—to nearly 700 of Brazil's largest municipalities. Results show institutional requesters receive one‐fifth more responses than noninstitutional comparators. For moderate versus lower burden requests, noninstitutional requesters are 11% less likely to receive a compliant response than their institutional comparators. The only plausible explanation for these results is identity‐questing, a phenomenon that has far‐reaching policy implications. Most of the world's FOI laws, for example, contain vague ID obligations, which translate incoherently from laws to regulation and practice. Results enjoin public service providers to protect the identities of citizens by default or upon request.