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Public encounters that bring together frontline agents and citizens have extensively been studied from the agents’ perspective. The street-level bureaucracy (SLB) literature, which has dominated the study of public encounters, has mainly described citizens as passive recipients of public services. In line with the emerging studies that consider citizens as central actors of public encounters capable of exercising influence, our paper focuses on citizens’ practices during these events – i.e., how they approach and behave. By focusing on probation in French-speaking Belgium as a case study, our preliminary results demonstrate that probationers may participate actively in shaping the course of the administrative interactions with their probation agent. The level of administrative resources they have and the importance of the administrative burdens they perceive seem to play a role in their ability to do so. Although further work remains to be done to precisely determine citizens’ role in public encounters, this preliminary study offers first insights into this question.
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Ricotta, A., Schiffino-Leclercq, N., & Moyson, S. (2023). Facing the Administrations: Citizens at the Core of Public Encounters. Public Management Research Conference 2023, Utrecht University. https://hdl.handle.net/2078.5/232735