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Le chômeur et le chronomètre : Course contre la montre à Pôle emploi

Abstract : The rationalization of public administration stems from two constraints: budgetary restrictions and the growth of administration users. At Pôle Emploi as elsewhere, it requires the participation of counselors. Under much time pressure, operating within schedules that are designed with a precision of fifteen minutes, they struggle daily in order to free time and to limit the hidden work that overflows into downtime (breaks, intervals between interviews, meals, extra time and even non-work time). They also struggle to introduce their own definition of efficiency within the play between institutional discourse and the view of the public. Unable to call into question the practice of management-by-results and the rationalization of their administration, they seek to increase their productivity in order to enjoy some free time of which they would maintain control, in particular in the back office of the agencies. Yet, this daily struggle runs into many obstacles that diminish the possibilities of containing working time in presence of the public. The maintenance of institutional order, the irruption of biographies and the pedagogy of service provision, which is always adapted to different target publics, threaten the control of the counselors on the unfolding of these interactions. The encounter between normalized administrative spaces and individuals whose characteristics are not anticipated by the guidelines, who are suspicious or ignorant of the institution, then tends to paralyze public action.
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Submitted on : Friday, December 14, 2018 - 3:19:55 PM
Last modification on : Tuesday, November 9, 2021 - 5:34:01 PM

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Hadrien Clouet, Jean-Marie Pillon. Le chômeur et le chronomètre : Course contre la montre à Pôle emploi. Actes de la Recherche en Sciences Sociales, Editions du Seuil, 2017, 5 (220), pp.26 - 47. ⟨10.3917/arss.220.0026⟩. ⟨hal-01955705⟩

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