Merely policy clients? citizen agency during street-level policy implementation and public service delivery
Fecha de publicación2021
Campos González, Sergio Alonso
URL del recursohttp://hdl.handle.net/11651/5346
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It is now well-accepted that street-level bureaucrats (SLBs) play a key role as the face of government for the public and that their implementation actions exert immediate, major implications for citizens-clients. An extensive scholarly attention has been devoted to the ways through which SLBs exercise their discretion during direct delivery interactions . However, citizens are traditionally referred to as subjective to the actions of SLBs and referred to as the powerless side of the interaction. To allow a broader perspective on the role citizens play in their encounters with government, this dissertation focuses on citizen agency during street-level implementation and public service delivery. The main research question this thesis tries to answer is: how citizen agency during street-level implementation and public service delivery can be conceptualized, how does policy structure enable it, and what are its effects? To answer this question, I use three papers: one theoretical and two empirical. In the first paper I conduct a systematic literature review to know how literature has studied and defined citizen agency. In the second and third paper I explore the role of policy structure as an enabler of citizen agency, and particularly, the role of interactional structure. I use the empirical case study of Prospera, a conditional cash transfer in Mexico. The second paper contributes to answering my research question by focusing specifically on how the policy structure helps to develop citizen agency. This study fills a gap in the literature because it explains how policy structure contributes to citizen agency beyond individual factors like traditionally has been the case. In the third paper, I focus on repeated interactions between citizens and street-level bureaucrats as a source of citizen agency. Whit this study, I contribute to the literature in two ways: first, by providing a distinction between one-shot and repeated interactions, which the literature has avoided, and stating the possible consequences not only for the interaction but for street-level work in general. Second, by exploring how repeated interactions have implications for the way citizens behave during policy implementation and public service delivery.
Con fundamento en los artículos 21 y 27 de la Ley Federal del Derecho de Autor y como titular de los derechos moral y patrimonial, otorgo de manera gratuita y permanente al Centro de Investigación y Docencia Económicas, A.C. y a su Biblioteca autorización para que fije la obra en cualquier medio, incluido el electrónico, y la divulguen entre sus usuarios, profesores, estudiantes o terceras personas, sin que pueda percibir por tal divulgación una contraprestación.
Doctorado en Políticas Públicas
Dr. Guillermo Miguel Cejudo Ramírez
CitaCampos González, Sergio Alonso. "Merely policy clients? citizen agency during street-level policy implementation and public service delivery". Tesis doctoral. Centro de Investigación y Docencia Económicas, 2021. http://hdl.handle.net/11651/5346
Civil service -- Officials and employees -- Effect of citizen ship on.