Samenvatting

The relationship between policy and implementation is under heightened scrutiny due to various issues within Dutch executive organisations, such as the Tax Administration/Benefits and the Employee Insurance Agency (UWV). Recent reports have highlighted the Dutch national government as a significant cause of ‘unprecedented injustice,’ yet local governments struggle to support their constituents effectively. Municipalities for instance have witnessed citizens being disadvantaged by governmental policies and actions, and consequently seeking debt assistance or applying for benefits. This article explores how municipalities identify the signs of these problematic situations, organise responses to these situations, and learn from these experiences. We argue that effective public services revolve around the ability to detect signs, organise responses to them, and systematically learn from them. We provide empirical examples of how this occurs in three Dutch municipalities and discuss the conditions that promote or hinder effective service delivery at the frontline. We conclude with recommendations for both practice and research.