Street level bureaucracy and digitalization

– about how electronic case processing affects the work of the counsellor in the Norwegian Labour and Welfare Administration (NAV)

Abstract

In the Norwegian Labour and Welfare Administration (NAV), counsellor’s communication with clients has evolved from physical meetings in offi ces to digital communications. This is a development from clients going through physical doors to their meetings with counsellors, to using digital portals to receive services. The aim with the study was to analyze how the counsellors in NAV experienced working with electronic case management. The study is based on qualitative interviews with 16 NAV counsellors. The fi ndings consist of four main themes: 1. Auxiliary tools and control system 2. Coping the work situation 3. The counsellors subjectivation of the client 4. Mutual motivation between the participants. The contradictions between help and control are closely related to power and asymmetry in the relationship between the counsellor and the client, but also between the leader and counsellor. This is about exercising control on the one hand, and showing compassion and solidarity on the other. Balancing these two logics can be challenging for the counsellor in NAVA key conclusion in this study is that electronic case processing can give counsellors and leaders the opportunity for mutual mastery of the work through better control over the amount of cases. Which, by extension, can also positively affect both motivations. The mastery involves a clearer overview of the activity with the client, which also can release time for more client conversations, more knowledge about the client’s life situation, and a more direct communication with the client.