title: Redefining the bureaucratic encounter between service providers and service users: evidence from the Norwegian HUSK projects.
abstract: The HUSK projects, involving collaboration between service users, providers, educators, and researchers, coincided with the reorganization of national government services (NAV). The NAV reorganization brought together employment services, social insurance, and municipal social service benefits, and called for a service model where users would be empowered to influence the provision of services. In this analysis of the HUSK cases the authors focus on the relationship between the service user and the service provider, identifying themes in two broad domains: concepts of the individual that included the service user and the service provider and concepts of the relationship that included power, role, activity, interaction, and communication. Within each theme, the analysis highlights the transition from a traditional or historical state to a new or desired state and draws upon some of the classic literature that frames the encounters between service users and providers.
authors: a Mack Center on Nonprofit and Public Sector Management in the Human Services, School of Social Welfare, University of California- Berkeley , Berkeley , California , USA.
authors: Sarah
authors: S
authors: Carnochan
authors: Michael J
authors: MJ
authors: Austin
mesh_terms: D001290:Attitude; D003142:Communication; D003299:Cooperative Behavior; D055317:Evidence-Based Practice; D006078:Government Programs / Q000458:organization & administration*; D006801:Humans; D007373:Interinstitutional Relations; D009664:Norway; D011209:Power, Psychological; D024382:Professional Role; D011369:Professional-Patient Relations; D012946:Social Welfare / Q000523:psychology*; D012947:Social Work / Q000458:organization & administration*
keywords: Service user; bureaucratic encounter; dialogue; street-level bureaucrat