Administrative decision-making on the frontline
This chapter explores decision-making at the frontline of public administration. It begins by asking what might be meant by ‘the frontline’, who frontline decision-makers are, and why they are worthy of study. It proceeds to identify the contribution of administrative justice scholarship to initial decision-making before sketching wider disciplinary engagement with frontline administration and the research methods adopted. With this platform in place, the chapter adopts the micro-, meso-, and macro- levels of sociological inquiry to structure the analysis of various factors that influence decision-making on the frontline. This main section of the chapter reviews empirical studies of administrative agencies, from tax inspectors and welfare-to-work officials to reviewers of criminal appeals and police officers. The chapter concludes by reflecting on what administrative justice’s particular analytical focus and scholarly preoccupations might yet offer the study of frontline decision-making, drawing attention to juridification, agency statutory interpretation, and ethical duties.