Effective Implementation In Practice: Integrating Public Policy and Management

Appendix E

Frontline Interactions Audit

The diversity of public policies and programs, as well as the many settings where they are implemented, creates distraction sometimes from analytically focusing on the front lines, where the implementation system interacts with the target group of the policy or program.

To understand a particular situation and be able to describe it to others, it is often helpful to do a quick audit of the situation.

Step 1

Consider the most appropriate source of information for the audit. Do you or other professionals understand enough about frontline interactions to recount typical experiences? Does some structured observation need to occur?

Step 2

Use table E.1 as a template. Describe the key elements significant ...