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Dealing With Questions of Responsiveness in a Low-Discretion Context: Offers of Assistance in Standardized Public Service Encounters
Uppsala University, Uppsala, Sweden.
University of Gothenburg, Gothenburg, Sweden.
Örebro University, School of Law, Psychology and Social Work.ORCID iD: 0000-0002-5683-179X
2020 (English)In: Administration & Society, ISSN 0095-3997, E-ISSN 1552-3039, Vol. 52, no 9, p. 1333-1361, article id 0095399720907807Article in journal (Refereed) Published
Abstract [en]

A key theme in the research on bureaucratic encounters pertains to street-level bureaucrats' opportunities for responsiveness when discretion is constrained by the introduction of standardized service delivery regulations, such as information communication technology (ICT). This article contributes to existing scholarship by exploring how low-discretion officials at the Swedish Social Insurance Agency Customer Center manage competing demands of making decisions that are built on regulations and simultaneously responding to the situation at hand and individuals' needs. Analyzing real-time interactions using the conversation analytical concept of "offers of assistance" enables us to discover new aspects of interactional practices of responsiveness in standardized service encounters.

Place, publisher, year, edition, pages
Sage Publications, 2020. Vol. 52, no 9, p. 1333-1361, article id 0095399720907807
Keywords [en]
discretion, offers of assistance, responsiveness, service encounter, social dynamics, standardization
National Category
Social Work
Identifiers
URN: urn:nbn:se:oru:diva-80507DOI: 10.1177/0095399720907807ISI: 000515031000001Scopus ID: 2-s2.0-85081547857OAI: oai:DiVA.org:oru-80507DiVA, id: diva2:1413352
Funder
Swedish Research CouncilForte, Swedish Research Council for Health, Working Life and Welfare, 2015-00874Available from: 2020-03-10 Created: 2020-03-10 Last updated: 2021-01-15Bibliographically approved

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Bruhn, Anders

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