Rules, Routines, and Roadblocks: Street-Level Bureaucrats' Perspectives on Public Service Delivery Challenges

Authors

  • Tariq Hussain Department of Public Administration, Government College University Faisalabad, Pakistan
  • Shahid Munir Lecturer, Department of Public Administration, Government College University Faisalabad, Pakistan
  • Nasir Abbas Lecturer, College of Commerce, Government College University Faisalabad, Pakistan

DOI:

https://doi.org/10.5281/zenodo.14592484

Keywords:

Public Service Delivery, Administrative Burdens, Rule Burdens, Street-Level Bureaucracy, Structural Equation Model, Pakistan

Abstract

Purpose: This study aims to examine the impact of administrative and rule burdens on public service delivery in Pakistan, with a specific focus on street-level bureaucrats. The research highlights the challenges these bureaucrats face and their implications for efficient service provision.

Design/Methodology/Approach: The study utilized a quantitative, cross-sectional survey design. Data were collected through a self-administered questionnaire from 350 street-level bureaucrats in Pakistan. A Convenient sampling technique was used to ensure representation. The covariance-based Structural Equation Modeling (SEM) technique, facilitated by SPSS and AMOS software, was employed to test the hypotheses.

Findings: Results indicate that both administrative and rule burdens significantly and negatively impact public service delivery. Excessive procedural formalities and resource constraints contribute to inefficiencies and dissatisfaction among service providers, ultimately affecting the quality of services delivered to citizens.

Implications/Originality/Value: This study addresses a critical gap in the literature by focusing on the experiences of street-level bureaucrats rather than solely examining the perspectives of service users. It sheds light on the unique challenges within Pakistan’s public sector, characterized by traditional bureaucratic systems and partial automation. The findings have both theoretical and practical implications. Theoretically, they contribute to the discourse on administrative burden and street-level bureaucracy by providing empirical evidence from a developing country context. Practically, the study underscores the need for policy interventions to reduce bureaucratic burdens, streamline administrative processes, and enhance the adoption of IT-based systems to improve service delivery efficiency.

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Published

2024-12-31

How to Cite

Hussain, T. ., Munir , S. ., & Abbas, N. (2024). Rules, Routines, and Roadblocks: Street-Level Bureaucrats’ Perspectives on Public Service Delivery Challenges. Pakistan Journal of Social Sciences, 44(4), 661-675. https://doi.org/10.5281/zenodo.14592484