Forced online-level bureaucrats during the pandemic. Analysing the telework experience of social service workers
基于32次半结构化访谈，研究社会服务工作者在新冠疫情期间被迫远程办公的经历，发现这一转变加重了工作负担和行政任务，并对职业认同和工作满意度产生负面影响。
In this study we explore the forced teleworking of social service workers during and shortly after the COVID-19 pandemic. We examine how these workers transformed from street-level bureaucrats to online-level bureaucrats and, using street-level bureaucracy theory and 32 semi-structured interviews, analyse their telework experiences by examining their tasks and procedures. Our findings reveal that this forced transition to telework and other crisis-related circumstances significantly altered bureaucratic processes while generating heavier workloads and extra administrative tasks and negatively impacting professional identity and job satisfaction. These workers’ experiences varied considerably depending on the nature of their tasks during this teleworking period.