Informal accountability in children’s service networks : The role of frontline workers

A central concern in networked service delivery is the potential loss of accountability as network actors may pursue singular organizational goals over collective network goals. Despite the critical role-played by frontline workers in implementing network policy goals, previous research has overlooked their influence on network accountability. How do frontline workers impact accountability in networked service delivery? Drawing on theories of informal accountability and street-level bureaucracy, we address this question through an empirical study of children’s service networks. We find professional norms and discretionary behavior exercised by frontline workers help to contribute to provider network’s informal accountability structure in important ways.