Institutional vulnerability and trust in public agencies: Views from both sides of the street

Autor(es)

Spink, Peter ^{[1, 2]} ; Lotta, Gabriela ^{[1, 3]} ; Burgos, Fernando ^{[1, 2]}

Afiliação do(s) autor(es)

^[1] FGV EAESP, Publ Adm, Av Nove Julho 2029, BR-01313902 Sao Paulo - Brazil

^[2] Ctr Publ Adm & Govt Studies CEAPG FGV EAESP, Sao Paulo - Brazil

^[3] Ctr Metropolitan Studies CEM, Sao Paulo - Brazil

• Tipo de documento: Artigo Científico
• Fonte: GOVERNANCE-AN INTERNATIONAL JOURNAL OF POLICY ADMINISTRATION AND INSTITUTIONS; v. 34, n. 4 JUL 2021.
• Citações Web of Science: 0

Resumo

This article seeks to contribute to the discussion of the dynamics of trust in street-level public sector work, especially in settings where relationships between agencies, frontline workers, and society are fragile. Data was gathered in different vulnerable areas of the city of Sao Paulo, Brazil using interviews with frontline workers and complemented with field notes from a five-year longitudinal study in one high-density area with a history of violence. Concern was to understand how, despite a lack of reciprocal trust, citizens and service providers create ways of meeting daily demands and how, in doing so, they see each other. Results show that in vulnerable settings, issues of inter-agency cooperation and territorial connectivity between different public sector services can be more important than individual agency performance in helping citizens find solutions to the problems they are facing. In the absence of an effective inter-institutional framework, trust is quickly eroded. (AU)

• Processo FAPESP: 19/13439-7 - Itinerários terapêuticos de mulheres bolivianas na região central de São Paulo: condições de vida, trabalho e acesso a saúde
• Beneficiário: Eugenia Brage
• Modalidade de apoio: Bolsas no Brasil - Pós-Doutorado
• Processo FAPESP: 17/24750-0 - Burocratas de nível de rua: o uso da discricionariedade e seu impacto na inclusão, exclusão e (re)produção das desigualdades
• Beneficiário: Gabriela Spanghero Lotta
• Modalidade de apoio: Auxílio à Pesquisa - Regular