Serving Clients When the Server Crashes: How Frontline Workers Cope with E‐Government Challenges

Abstract

Implementing 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.