From silos to synergy: how the institutional work of local government officials facilitates integrated service delivery

Purpose Despite growing interest in integrated service delivery, there remains a gap in our understanding of how it is achieved in practice. This study examines how local government officials in the Netherlands contribute to implementing integrated service delivery, specifically focusing on services related to illiteracy. Through the concept of institutional work, it explores the everyday actions of these officials and how they help make integrated service delivery a reality. Design/methodology/approach Empirically, this study leverages data from a unique longitudinal action research project, which followed twenty policy officials in different Dutch municipalities in their efforts to integrate services around illiteracy. From a pragmatist lens, the twenty different cases provide diverse settings where local government officials could experiment with different approaches to integrated service delivery. Findings By closely monitoring these cases, this study captures the interplay between overarching policy goals, organizational settings and the institutional work of individual actors. Our analysis allows us to unpack the role of the different elements of institutional work and maps what sequence of activities generates results in the context of integrated service delivery. Originality/value This study offers a novel, multilevel framework for understanding the implementation of integrated service delivery. By focusing on the concept of institutional work and employing a longitudinal case study approach, it provides unique insights into the specific activities and sequences of actions that lead to successful integration. The findings offer both theoretical contributions to research on integrated service delivery and guidance for practitioners seeking to improve service integration.