Constructing inequality: Deserving and undeserving clients in Austrian social assistance offices

The social constructions formed of target groups, which are used to justify the allotment of benefits and obligations, are now being discussed in organisations at street level. Using qualitative interview data from eight municipalities, the article examines how the local social construction of deservingness constrains frontline work. In comparing everyday practices for checking eligibility and altering a recipient's behaviour, the study found four distinctive administrative practices. Standardised administrations represent their clients as deserving, and engage with the recipients in a service-oriented way. Semi-standardised administrations aim at rightful payment, but construct deserving and undeserving groups, subjecting the latter to behavioural change. Disciplining administrations create all clients as undeserving and emphasise control. Poor relief administrations withhold social rights for the undeserving and provide paternalistic support for the deserving. Local conceptions of (un)deservingness severely affect social citizenship and are thus crucial to understanding and detecting the impact of social policy reform.