The impact of the Covid-19 pandemic on the performance of street level bureaucrats in Brazil⁶

El impacto de la pandemia del Covid-19 en la actuación de la burocracia de primera línea en brasil

Dealing with the Covid-19 pandemic requires that the State make hard decisions that involve the action of bureaucrats who interact with the population through the implementation of public policy, the street-level bureaucracy (SLB). In this paper, based on a mixed- method exploratory study, we analyze how the daily performance of street-level bureaucrats in different policy areas- health and social care, access to the justice system, public security and education - has changed during the pandemic. We also explore the repercussions of those changes. Based on the analysis of the perceptions of bureaucrats, changes in their work and in their relationship with the public, we identify three categories that illustrate the dynamics of SLB work during the pandemic: the SLB who faces the crisis on the front lines; the SLB who suffers the effects of the pandemic, but whose work does not require her to face it directly; and the SLB who began to work remotely. We conclude that, during the pandemic, SLB suffered in varying degrees an aggravation of structural problems, such as their removal from decision-making processes - now restricted to the highest government level - and the exacerbation of already existing conflicts and ambiguities.

Keywords:
Pandemic; Street-level bureaucrats; Public policies; Ambiguity