BEYOND PEN AND PAPER

SYSTEMATIC REVIEW OF THE DETERMINANTS OF THE BEHAVIOR OF STREET-LEVEL BUREAUCRATS IN THE IMPLEMENTATION OF PUBLIC POLICIES

Abstract

This research aims to systematize the empirical literature that relates the theory of street-level bureaucracy and the behavior of agents implementing public policies, using the 4Ws method of Rosado-Serrano, Paul and Dikova (2018) as guidance. To this end, the findings were categorized into three dimensions (structural, individual action and relational), as proposed by Bonelli et al. (2019). As a central contribution, there is the opportunity to incorporate knowledge on the topic, providing subsidies that help reduce non-conformities between the formulation and implementation of public policies. The research demonstrated that more studies are needed regarding street-level bureaucracy in countries where fragility in formal institutions predominates, works that use the three dimensions, seeking an integrative analysis of these factors and that relational factors need to be addressed in a in more depth to understand bureaucrat-citizen relations.