Küllap on raske vaielda selle vastu, et digiasjaajamine on võimalusterohke ja kiire. Aga see on siiski vaid üks kitsas ja määratlemata perspektiiv. Tänavabürokraadi töö on digiasjaajamise ajastul teisenemises, kuid kuigi kujutlusi sellest võib esineda igaühel, siis süsteemselt kogutud teadmust nii palju ei ole. Sestap see lugu siin oma koha leidis ja võiks huvi pakkuda väga laiale lugejaskonnale alates tänavabürokraatidest kuni poliitikakujundajate ning hariduskorraldajateni.

Kontekstiks:

The increasing use of information and communication technologies in street-level bureaucracies represent a shift in frontline work, from meeting people to processing information (Bovens & Zouridis, 2002; Keiser, 2010; Lindgren, Madsen, Hofmann, & Melin, 2019). […] This implies that frontline workers assess more digital, often text-based, client representations. Often, these representations involve breaking complex realities into standardized pieces of information, which result in a simple depiction of the client.

Uurimisküsimused:

Using the empirical case of needs assessments from the Norwegian Labor and Welfare Administration (NAV), this study explores the assessment of digital client representations based on the following research questions: How are clients represented in the needs assessments, and how do the frontline workers assess these digital client representations?

Tänavabürokraadi tähendus Lipskylt meeldetuletuseks:

Street-level bureaucrats are frontline workers who provide public services, interact with citizens, and exercise discretion (Lipsky, 2010).

Teisenemisest:

It is common to think of e-government as efficient, and thus as a potential solution to time problems in street-level bureaucracies. However, it can also generate new tasks for street-level bureaucrats (Breit, Egeland, Løberg, & Røhnebæk, 2021; Ranerup & Henriksen, 2020).

Vahendajaks muutumine:

Pors and Schou (2020) argued that street-level bureaucrats become moral mediators in e-government, having to mend the differences between the state’s expectations of digital clients and the clients’ actual capabilities in navigating e-government.

Ülelihtsustamise ja keerustumise samaaegsus:

In sum, the street-level lens creates an expectation of simplified routines in frontline work, which digital client representations strengthen. However, new research has suggested that digital client representations also can create information problems. In response, street-level bureaucrats develop strategies to resist this simplification.

Lugemishuvi suurendamiseks:

First, the findings suggested that street-level bureaucrats complicate their perceptions of their clients, work, and environment. […] Second, if street-level bureaucrats complicate their perceptions of clients and tasks in digital systems, the coping responses can create additional work for them.

Bring Løberg, I. (2022). Assessments of Digital Client Representations: How Frontline Workers Reconstruct Client Narratives from Fragmented Information. Journal of Public Administration Research and Theory.