The growing use of digital tools in policy implementation has altered the work of street‐level
bureaucrats who are granted substantial discretionary power in decision‐making. Digital …

Algorithms have permeated throughout civil government and society, where they are being
used to make high-stakes decisions about human lives. In this paper, we first develop a …

Following a large worldwide uptake of digital public services, several countries have turned
to mandatory digitization, whereby citizens or companies must use digital self-service …

The exercise of administrative discretion by street-level workers plays a key role in shaping
citizens' access to welfare and employment services. Governance reforms of social services …

This systematic literature review (SLR) explores the impact of digital technologies on welfare
states and bureaucracies, analyzing the evolving dynamics between the state and citizens …

Street-level workers are notoriously difficult to manage. Over the years, scholars have
highlighted the importance of social dynamics and informal and collective leadership in …

Many public administrations advocate digital services that allow for the deployment of
algorithmic automation and the use of artificial intelligence. This shift has been discussed as …

In the times of neoliberal policies, care managers work as gatekeepers to different elder care
services. In this study, we examined how care managers categorise older adults' life …

Along with the digitalisation of societies and services, the accessibility of digital content has
become the focus of attention. However, emphasis has been on technical accessibility …

The further involvement of citizens in the processing of their own cases is attracting attention
as a possible strategy for improving the quality of employment services across national …