Implementing mass policy amid social inequality: The role of street-level bureaucrats in access to Argentina’s universal child allowance (AUH)

Abstract Since its inception in 2009, Argentina’s Universal Child Allowance (AUH) has become the country’s most comprehensive social protection policy for children, emphasising standardisation and objectivity. However, its implementation occurs in contexts of poverty and inequality, leading to uneven outcomes across communities. This study examines how street-level bureaucrats adapt large-scale policies like the AUH to local contexts marked by deep social disparities. Although the AUH is designed for standardized and automated implementation, frontline workers play a critical role in adjusting the policy to specific territorial needs. These bureaucrats employ informal strategies and policy improvisation to mitigate institutional weaknesses and address gaps in the AUH’s rigid framework. By analysing the interplay between the policy’s institutional design, frontline workers, and adaptations, this study sheds light on how street-level bureaucracies at multiple levels enable these workers to navigate local challenges and partially compensate for broader institutional fragility.