Rules or Rights?: Equity in bureaucratic decision-making to achieve better quality of government outcomes

This thesis provides an alternative view on the Quality of Government (QoG) framework. The current norm within this framework is that impartiality in bureaucrats’ decision-making leads to better governmental outcomes because citizens perceive the government institutions to be more effective. Based on criticisms of this framework, this thesis provides an alternative metric of decision-making for street-level bureaucrats; equity: decision-making by government officials that temporarily favors members of marginalized groups in society over people that come from a privileged group in society with the purpose of creating more equality amongst societal groups. It is hypothesized that equity affects citizens’ perceptions of governmental institutions in four ways: (1) it increases the suitability of decisions made by street-level bureaucrats to the individual cases, (2) it increases the accessibility of public institutions to citizens, (3) it decreases the predictability of a requests’...Show moreThis thesis provides an alternative view on the Quality of Government (QoG) framework. The current norm within this framework is that impartiality in bureaucrats’ decision-making leads to better governmental outcomes because citizens perceive the government institutions to be more effective. Based on criticisms of this framework, this thesis provides an alternative metric of decision-making for street-level bureaucrats; equity: decision-making by government officials that temporarily favors members of marginalized groups in society over people that come from a privileged group in society with the purpose of creating more equality amongst societal groups. It is hypothesized that equity affects citizens’ perceptions of governmental institutions in four ways: (1) it increases the suitability of decisions made by street-level bureaucrats to the individual cases, (2) it increases the accessibility of public institutions to citizens, (3) it decreases the predictability of a requests’ outcome and (4) it decreases the timeliness with which is responded to citizens’ requests. Based on these four hypotheses, the general expectation is that equity creates a better citizen perception of governmental institutions. To test this, an exploratory small-N comparative case study is made in which the Dutch SVB and Allowance of the Dutch Tax Department are compared. The aim is to provide scholars with a more nuanced understanding of the QoG framework and for practitioners to have a wider tool-set available which they can use to provide services to citizens.Show less

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Rules or Rights? Equity in bureaucratic decision-making to achieve better quality of government outcomes