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Helping or intervening? Modes of ordering in public sector digitalization
Journal of Organizational Ethnography Pub Date : 2020-03-19 , DOI: 10.1108/joe-02-2019-0015
Bastian Jørgensen , Jannick Schou

Purpose

This paper examines how digital reforms affect the relationship between frontline workers and citizens in Danish public sector institutions. Using ethnographic research in two branches of public administration, the study highlights how frontline workers act in accordance with seemingly contradictory modes of ordering. Their acts problematize linear conceptualizations of change that often prevail in digital reforms.

Design/methodology/approach

The paper is based on a comparative ethnographic study of frontline workers in the Danish tax and customs administration and municipal citizen service centers. The concept of modes of ordering is used to highlight new tensions that arise as frontline workers adapt to make digital reforms work.

Findings

Frontline workers act according to two different modes of ordering based on the separation between helping citizens help themselves and helping citizens directly. National policies and strategies promote the underlying rationale of the first mode but, as this paper shows, this mode is sustained by a second mode, which involves the intervention of professionals when citizens cannot be helped to help themselves.

Originality/value

The paper, which contributes to our understanding of how digitalization is changing public administrations and the relationship between frontline workers and citizens, challenges applying a linear, technocratic focus in discourses on public sector digitalization and highlights the contradictory practices of frontline work. It demonstrates the necessity of going beyond policy narratives and calls for increased attention to how frontline workers adapt to make reforms work.



中文翻译:

有帮助还是干预?公共部门数字化中的订购模式

目的

本文探讨了数字化改革如何影响丹麦公共部门机构中一线工人与公民之间的关系。该研究在两个公共行政部门中使用人种学研究方法,强调了前线工人如何按照看似矛盾的秩序模式行事他们的行为使数字化改革中普遍存在的线性变化概念化成为问题。

设计/方法/方法

本文基于对丹麦税务和海关总署以及市政公民服务中心一线工人的民族志比较研究。订购模式的概念用于强调随着一线工人适应数字化改革而出现的新紧张关系。

发现

一线员工根据帮助公民自助和直接帮助公民之间的区分,按照两种不同的订购方式行事。国家政策和策略促进了第一种模式的基本原理,但是,如本文所示,该模式由第二种模式维持,该第二种模式涉及在无法帮助市民自助的情况下专业人员的干预。

创意/价值

该论文有助于我们理解数字化如何改变公共行政管理以及一线工人与公民之间的关系,在对公共部门数字化的论述中运用线性,技术官僚主义的重点提出了挑战,并强调了一线工作的矛盾做法。它表明了超越政策叙述的必要性,并呼吁人们更多地关注一线工人如何适应改革的工作。

更新日期:2020-03-19
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