Between 2010–2015, the Coalition’s pursuit of a radical austerity programme saw Britain’s Jobcentre Plus experience some of the most punitive reforms and budget cuts in its history. Focusing on the outcomes of these reforms, a growing body of research has found that claiming processes became a more ‘institutionally violent’ and injurious experience for out-of-work benefit claimants. The present article draws upon ideas, developed by Bauman (1989), which focus on the processes that facilitate ‘institutional violence’. We use this framework to analyse ten interviews with front-line workers and managers in public/contractor employment services. In doing so, we expose an array of policy tools and hidden managerial methods used during the Coalition administration which encouraged front-line staff to deliver services in ways that led to a range of harmful outcomes for benefit claimants.

在2010年至2015年间，联盟推行了紧缩政策，英国的Jobcentre Plus经历了其历史上一些最惩罚性的改革和预算削减。着眼于这些改革的成果，越来越多的研究发现，对于失业福利索赔人来说，索赔程序变得更加“制度上暴力”和伤害性的经历。本文借鉴了鲍曼（Bauman，1989）提出的思想，这些思想集中在促进“机构暴力”的过程上。我们使用此框架来分析与公共/承包商雇佣服务中的一线工人和经理的十次面试。在这样做，