Journal article

Front-line work in employment services after ten years of New Public Management reform: Governance and activation in Australia, the Netherlands and the UK

M Considine, JM Lewis

European Journal of Social Security | Sage Publications | Published : 2010


This study examines the impact of administrative reforms upon the work of front-line staff in the employment services of three reform-oriented countries – Australia, the Netherlands and the United Kingdom. These changes have involved greater use of private agents, more detailed performance contracts, clearer expectations about outcomes for job-seekers, and increased competition between agencies seeking government work. The study compares the work characteristics and strategies of front-line staff in agencies in the three systems in 2008 and a decade earlier, using surveys. The results show that there are substantial differences in the level of tailoring and investment in these countries. T..

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