Who is This For? How Felt Accountability Shapes The Enactment of Accountability in Public Service Delivery

Abstract

What makes accountability work? To answer this question public administration research has long focused on formal mechanisms–rules, audits, and performance indicators–intended to ensure that public employees answer for their actions. Yet these mechanisms alone rarely determine how accountability plays out in practice. Rather, it depends on how they are recognised, internalised, and enacted by those expected to comply. This realization has spurred growing interest in how employees perceive and enact accountability in the context of public service delivery. Based on ethnographic fieldwork, this study unpacks how street-level bureaucrats navigate tensions between formal accountability demands and their internalised perceptions of accountability. The findings reveal how employees weigh, reinterpret, or reframe accountability based on what they perceive to be at stake. To conceptualize this, the article introduces a concentric model of accountability.