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Municipal Diverging From “Bureaucracy:” A Case Study Of Organizational Image In Housing Services, Shawn T. Flanigan Ph.D.

Journal of Public Management & Social Policy

This article presents a case study of efforts of a workforce development unit within a local public housing authority to recraft its image as separate from the larger housing authority, in order to better attract participants to its optional supportive services. Using qualitative interview data with Section 8 voucher recipients and public housing authority staff, and descriptive quantitative data from a larger dataset, and drawing on theories of street-level bureaucracies and agency-client interactions, the case study finds that service recipients perceive the housing authority as a largely compliance-oriented organization that is overly bureaucratic, excessively regulating of private spheres of family …