We examine in this article the impact of digitization on the provision of public services by studying how citizens experience the use of web portals in their pension planning. Based on focus groups and user test material, we elucidate five critical phases that each operate as an obstacle for citizens' further engagement in the digital self-service process: interest, access, comprehension, reflection and support. We argue that these phases and the obstacles they entail illustrate a transition away from a situation in which control and agency over the quality of public services is embedded in a dyadic relationship between citizens and frontline personnel, and to a situation characterized by more complex relations between citizens, the front line, and the digital infrastructure. We argue that this transition implies that citizens are required to possess a new type of competence that contains both financial and digital skills. Citizens who are unable to develop or acquire such competence are likely to be disadvantaged by the services. Lastly, we argue that these developments pose significant challenges for public administrations to ensure the overall quality of the public services.

The literature on policy implementation is divided with regards to the impact of street-level bureaucrats on the implementation of public policies. In this paper, we aim to add to and nuance these debates by focusing on 'institutional work' -i.e. the creation, maintenance and disruption of institutions -undertaken by central authorities and street-level bureaucrats during public reform processes. On the basis of a case study of the organisational implementation of a retirement pension reform in the Norwegian Labor and Welfare Administration, we argue that institutional work is a useful heuristic device for conceptualising the variety of responses available to street-level bureaucrats during public reforms. We also argue that the responses demonstrate the impact of street-level bureaucrats in these reforms in the context of managerial control and regulation. Finally, we argue that the effectiveness of policy change is dependent on the institutional work of street-level bureaucrats and, in particular, on institutional work that supports the institutions created by politicians and public administrations.

Working life research does not have clear boundaries; however its focus is quite clear: Changes in working life and how these changes affect qualifications, health, occupations, innovation, the economy, identity, social orientation and culture. The density of working life research is quite high in the Nordic countries, and this research has always been involved in the development of the Nordic welfare societies in which the development of work has been one important factor. In this article working life research is presented in its historical contexts, emphasizing the welfare challenges to which the research has been related. The challenges and tensions related to the research are not presented as being simply internal to the research work, they also reflect challenges and tensions in working life and institutions that are supposed to support working life. Current controversies in working life research in the four Nordic countries will briefly be presented, and institutional challenges for the research in the four countries will be exemplified. Finally, the aims of the journal will be outlined.

T he year 2012 is designated as the European Year for Active Ageing and Solidarity between Generations. The aim of the year is to raise awareness of the position of older people in a manner where they can enjoy a better quality of life and still play an active role in society. There are good reasons for designating 2012 as such a year.The OECD has estimated that by the year 2050, more than 33% of men and 38% of women in the EU25 will be 60 years or older compared with 18% and 24%, respectively, for the year 2000. The European Statistical Office projects that by 2060, there will be only two people of working age (15-64) in the EU for every person aged over 65, compared with a ratio of 4 to 1 today. Keeping in mind that an increasing share of the youth between 15 and 30 are studying, the consequences of these figures are even more challenging.Many politicians are seriously concerned about financing of the pensions and welfare systems. Another concern is how to allocate sufficient healthcare personnel to give the ageing population a decent service. These challenges are good reasons for the EU to include "solidarity between generations" as an element in the activity of this year.This special issue on active ageing is a contribution from the Nordic Journal of Working Life Studies to the year of active ageing. The articles examine work and ageing from different angles and horizons of understanding. Together, the articles question some of the myths that exist on ageing and work and assess some of the actions being taken to keep older workers in employment. This issue is therefore an important contribution to the development of our understanding of active ageing and measures used to develop an active ageing policy.Almost all articles of this special issue deal with active ageing in the working life. However, in line with the policy of the journal, also special issues are open for articles on other topics. Therefore, we have also included articles dealing with topics other than active ageing in this issue.The literature on active ageing in working life covers many aspects. We may distinguish between four main subjects of interest: Demography • Individual attitudes and decisions • The role of management and HRM practices at the workplace • Public measures, legislation, and agreements •

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