Encounters in diversity

: exploring encounters between street-level bureaucrats and migrant users at municipal migration affairs offices in Chile

Abstract

This thesis explores public encounters between public officers and migrant users in local government spaces, specifically at two Chilean Municipal Migration Affairs Offices (MMAOs). Based on empirical data obtained from observation and semi-structured interviews, and underpinned by theories and concepts related to the research on street-level bureaucracy, social interaction, and diversity, my research identifies three aspects of public encounters which help to grasp the complexities, texture and subtle nuances of these encounters in diversity. These aspects are related to how time and waiting, the power of discretion, and interpersonal relationships and treatment are enacted, managed, and experienced in everyday encounters at the MMAOs. By looking closely into these aspects I argue that public encounters between public officers and migrant users affect substantially the way goods and services are provided to migrants by public officers and its content, but also, in a broader sense, these aspects allows to understand the symbolic and practical ways in which the state relates to and communicates with the migrant population. I also show that through quotidian practices developed by the state there are deep effects on their migrants’ lives. This research contributes to addressing a knowledge lacuna in terms of understanding the relationship between the state and the migrant population in Chile. The research also contributes to the current literature on street-level bureaucracy by highlighting the importance of considering diversity when trying to understand encounters between state officers and members of ethnic minorities. Moreover the thesis underlines the importance of addressing the role, behaviours, experiences and perceptions of users regarding their encounters with the state, along with the concrete effects that state actions have on their lives, which is an aspect that has been underdeveloped by scholars on street-level bureaucracy.

Date of Award	21 Mar 2023
Original language	English
Awarding Institution	University of Bristol
Supervisor	Tariq Modood (Supervisor) & Karen Tucker (Supervisor)