Digital and analogical discretion: an exploratory study of italian street-level bureaucrats

HIGHLIGHTS

• What: The Article examines how street-level bureaucrats (SLBs) manage the bureaucratic relationship in dealing with customer needs and the technological innovations introduced into organisations (digital tools). Specifically, the authors aim to answer the following research question: how does the discretion of SLBs change with the introduction of digitalised tools? At the international level, existing research focusses on the persistence or otherwise of SLBs` discretionary power without investigating the nature of that power. This paper, on the other hand, attempts to reflect on the forms of such discretionary power and on the dimension - digital or analogical - in . . .
  

   

  

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