Articlediamond2017

Professional Discretion of Civil Servants in Serving the Customers of Public Employment Intermediation Agency: The Case of Lithuanian Labour Exchange

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Public Policy and Administration Research Public Administration and Governance Public Administration in Developing Nations

Abstract

The aim of this article is to analyze and identify to which extent changes in serving and counselling customers in public employment intermediation agency in Lithuania that is in subdivisions of Lithuanian Labour Exchange under the Ministry of Social Security and Labour, are based on strengthening empowerment of civil servants and development of their professional discretion. It also aims to evaluate civil servants’ expectations related to broader factual usage of professional discretion. The aim of the article is realized analyzing academic literature and data of conducted empirical research, which discover practical usage of professional discretion in the best way when implementing the new customer service model.DOI: http://dx.doi.org/10.5755/j01.ppaa.16.3.19340

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References

1980Street-Level Bureaucracy: The Dilemmas of the Individual in Public Service 1998On the front lines of welfare delivery: Are workers implementing policy reforms?2014Work and the welfare state: street-level organizations and workfare politics 2008Activation Policy in Action : A Street-Level Study of Social Assistance in the Swedish Welfare State 2015Understanding Street-Level Bureaucracy 2003Confronting unemployment in a street-level bureaucracy: jobcentre staff and client perspectives 2012Welfare Professionals and Street-Level Bureaucrats

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