Street-level bureaucrats as policymakers in the implementation of information system in social services

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© 2024 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. The terms on which this article has been published allow the posting of the Accepted Manuscript in a repository by the author(s) or with their consent.

Tiivistelmä

This article explores the policymaking agency of street-level bureaucrats (SLBs) through public service ecosystem (PSE) framework. The study addresses the SLBs’ role in policy implementation and the conditions influencing the SLBs’ policymaking agency at individual, organizational and institutional spheres. Empirically, the focus is on the SLBs’ experiences of an information system’s (IS) implementation in social services. Findings suggest that the SLBs can utilize their policymaking agency at the individual sphere. However, the structural conditions at the organizational and institutional spheres limit the SLBs’ policymaking agency and the intended outcomes of the policy implementation.

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