Assessments of Digital Client Representations: How Frontline Workers Reconstruct Client Narratives from Fragmented Information

Abstract

Street-level bureaucrats assess increasing amounts of digital, often text-based, client representations. These representations have been criticized for oversimplification. However, frontline workers have also been known to develop simplified perceptions, or “shortcuts,” in their work. This study explores frontline workers' assessments of digital client representations using observations of 15 needs assessments and 7 follow-up interviews from the Norwegian Labor and Welfare Administration (NAV). Based on simple information garnered from an online registration, workers decide how much assistance clients need from NAV to find work. Findings show that the online registration deconstructs client narratives into separate pieces of information, which the workers attempt to reconstruct back into coherent narratives. Using a street-level perspective, this article argues that the reconstructions are coping responses to fragmented information. Unlike traditional simplification responses, the workers complicate their perceptions of clients in the assessments. That is, street-level bureaucrats take “detours” to provide responsive services and manage the limitations of electronic government. Thus, this article provides an empirical contribution that also forms the basis for abductive theorization and suggests that the conceptual boundaries of coping strategies should be expanded to include “complication responses.” In contrast to the emphasis on face-to-face meetings in street-level literature, this article highlights the importance of texts.