000			01573pab a2200169 454500
008			180718b2015 xxu||||| |||| 00| 0 eng d
100			_aTummers, Lars
245			_aServing clients when the server crashes: how frontline workers cope with e-government challenges
260			_c2015
300			_ap.817-827.
362			_aNov-Dec
520			_aImplementing e-government in the contemporary American state is challenging. E-government places high technical demands on agencies and citizens in an environment of budget austerity and political polarization. Governments developing e-government policies often mobilize frontline workers - also termed street-level bureaucrats - to help citizens gain access to services. However, we know little about how frontline workers cope in these challenging circumstances. This article fills this gap by examining frontline workers implementing the Patient Protection and Affordable Care Act. Based on a qualitative analysis, the authors find that frontline workers move toward clients when coping with stress: they bend the rules, work overtime, and collaborate in order to help clients. They are less inclined to move away or move against clients, for instance, through rigid rule following and rationing. In other words, frontline workers try to serve clients, even when the server crashes. Frontline workers, then, can play a vital role in the successful implementation of e-government policies. - Reproduced.
650			_aE governance
700			_aRocco, Philip
773			_aPublic Administration Review
909			_a109839
999			_c109834 _d109834