WP1 will scope the normative, legal, policy and organisational contexts for responsiveness to diverse citizens within social services. It runs from March to August 2023. 

Integrating political theory, law, social policy and organisational analysis, it will reveal the discursive and institutional foundations shaping the dialogue between citizens and social services.

The research will pay particular attention to whether legal, policy and institutional frameworks recognise and address the intersectional diversity of citizens and dynamics of inclusion/exclusion.

It will also explore changes to these structures in light of COVID-19 and how responsiveness is considered in strategies for digital feedback from citizens.

The analysis will be multi-level by considering international, European, national and local levels.

The work package will generate a typology of different policy-legal frameworks for responsiveness and accompanying recommendations at policy-level.