ABSTRACT
The implementation of public policies during crises situations, particularly at the street level where interactions between the state and the citizen occur, remains a sparsely studied area. The COVID-19 pandemic significantly affected the autonomy of street-level bureaucrats influenced by organizational and relational factors. This study explores the literature available in the Web of Science database on street-level bureaucracy during the pandemic through an integrative review, seeking to understand the crisis’ influence on policy implementation at the street level. Additionally, the use of software, specifically the VOSviewer 1.6.17, is examined to understand its contribution to data analysis, pointing out its advantages and limitations. The main results revealed that crisis contexts, such as the pandemic, profoundly influence the implementation of public policies at the street level with negative impacts on user services. While this research has limitations due to the limited number of analyzed data, it contributes to a better understanding of the influences of crises on the street-level implementation of public policies. Furthermore, future investigations should explore the emotional consequences experienced by street-level bureaucrats and examine the approach taken during crises by professionals who regularly deal with emergency situations, such as firefighters and ambulance crews.
Keywords:
street-level bureaucrats; discretion; COVID-19; crisis; integrative review
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