Demand smoothing response by street‐level bureaucrats (<scp>SLB</scp>) in delivering public services during <scp>COVID</scp>‐19 scenario: A system dynamics modeling study

Prusty, Santosh Kumar; Mahapatra, Diptiranjan

doi:10.1002/pa.2633

Cited by 7 publications

(7 citation statements)

References 38 publications

(33 reference statements)

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“…This issue is not confined to the UK, globally lower and middle income countries are faced with a similar shortage of clinical staff with those providing access charged with similar levels of responsibility [ 77 ]. In other public sector organisations, the discretionary decision-making of SLBs is more consistently applied to reduce acute issues of supply and demand [ 18 , 78 ]. However this reliance is not without risk and there is evidence that SLBs in English social care have made inappropriate decisions whilst attempting to address complex cases whilst experiencing high demand [ 79 ].…”

Section: Discussionmentioning

confidence: 99%

“You're only a receptionist, what do you want to know for?”: Street-level bureaucracy on the front line of primary care in the United Kingdom

Litchfield,

Gale,

Burrows

et al. 2023

Heliyon

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Section: Discussionmentioning

confidence: 99%

“You're only a receptionist, what do you want to know for?”: Street-level bureaucracy on the front line of primary care in the United Kingdom

Litchfield,

Gale,

Burrows

et al. 2023

Heliyon

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“…Feedback Mechanisms: Comments from Service Recipients For street-level officials, feedback from service consumers can be useful (Prusty, 2021;Peeters, 2023). This information contributes in improving decision-making and the standard of services.…”

Section: Street-level Bureaucracy In Kosovomentioning

confidence: 99%

Street Level Bureaucracy in Public Services to the Elderly in Kosovo

Leminota

2023

IJPPR

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The crucial connection between governmental policy and citizens' daily life is represented by street-level bureaucracy. This article examines the various aspects that affect street-level bureaucrats' decision-making, with a focus on their use of discretion, policy interpretation, resource allocation, communication, ethical considerations, and receptivity to criticism. As a defining characteristic of street-level bureaucracy, discretion gives bureaucrats the freedom to customize policies to specific situations, improving the usefulness of services. To maintain equity and accountability, it is crucial to strike the correct balance of discretion. The decision-making process is heavily influenced by the interpretation of policies, the distribution of scarce resources, and the involvement of ethical considerations. It's crucial to communicate with service users clearly and sympathetically. Continuous improvement is made possible via accountability and feedback mechanisms. Maintaining openness and public confidence requires keeping records of decisions and preserving moral principles. The success and fairness of public services depend heavily on the sound, moral, and compassionate decisions made by street-level bureaucrats, who act as the backbone of public administration. To support them in meeting the different demands of the public and creating responsive, egalitarian, and accountable public administration, it is crucial to provide them with training, resources, and ethical advice.

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“…The first cluster consists of studies by Cox et al (2021), Davidovitz et al (2021, , Malandrino and Sager (2021), and Prusty and Mahapatra (2021). These studies explore the relationship between governance and how government responses, often characterized by ambiguity, can influence the behavior of SLBs and increase their autonomy in implementing public policies during a crisis.…”

Section: Software Application For Bibliometric Analysismentioning

confidence: 99%

“…In general, this customer processing is guided by resource rationing, considering that resources are insufficient to guarantee service delivery to all citizens. During the pandemic, the high demand for public services did not allow resource rationing, and the scarcity was exacerbated (Prusty & Mahapatra, 2021). Therefore, the decisions of SLBs began to be oriented according to the number of resources available to serve the largest number of people (Meza et al, 2021).…”

Section: Changing Roles In Emergency Situationsmentioning

confidence: 99%

The The street-level bureaucracy research agenda in the pandemic context: An integrative review

Fonseca,

Emmendoerfer,

Valadares

2022

CGPC

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The implementation of public policies in crisis situations is a scarce field of study, especially at the street level, in which there is interaction between the State and the citizen. The pandemic as a crisis affected the autonomy of frontline professionals and shaped their behavior, especially influenced by organizational and relational factors. This way, the study explores the research agenda in the context of the pandemic, available in the Web of Science database, seeking to understand its influence on street-level implementation of public policies, using the integrative review method for this purpose. Additionally, an attempt was made to understand how the use of software contributes to data analysis, pointing out its advantages and limitations. For this, VOSviewer 1.6.17 was used. The main results revealed that crisis contexts such as the pandemic profoundly influence the implementation of public policies at the street level with negative impacts on user service. The research focus defined has limitations due to the lack of advances in the number of data analyzed, but contributes to a better understanding of the influences of crises for implementation of public policies at the street level. Investigations on the emotional consequences to the front line and the approach to action during the crisis by professionals who deal daily with emergency situations such as firefighters and professionals of mobile vehicles of the medical emergency network are indicated.

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Demand smoothing response by street‐level bureaucrats (SLB) in delivering public services during COVID‐19 scenario: A system dynamics modeling study

Cited by 7 publications

References 38 publications

“You're only a receptionist, what do you want to know for?”: Street-level bureaucracy on the front line of primary care in the United Kingdom

“You're only a receptionist, what do you want to know for?”: Street-level bureaucracy on the front line of primary care in the United Kingdom

Street Level Bureaucracy in Public Services to the Elderly in Kosovo

The The street-level bureaucracy research agenda in the pandemic context: An integrative review

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