Citizen among Institutions. Fragmentation and Trust in Social Assistance

Citizen trust in public institutions has become a major concern for policy makers, but how institutional design affects institutional trust is not entirely clear. Existing research has mainly focused on the macro-level of welfare regimes or on the micro-level of citizens’ or frontline workers’ attributes. Our knowledge about interrelations between organisational aspects of welfare delivery and (dis)trust-formation at the meso-level of institutional design remains scarce. In the article, we investigate how users experience institutional fragmentation and how this impacts their trust in the welfare system. Based on forty-three interviews with social assistance users in Germany and Poland, we demonstrate that fragmentation is indeed relevant as an experiential context for (dis)trust-formation. However, we found that low institutional fragmentation is not, per se, trust-promoting and that higher fragmentation can be a driver for developing trust in individual caseworkers. Citizens’ perceptions of procedural justice and experienced administrative burdens are discussed as possible mediators.