Subversive citizens

Many of the recent reforms in public services in the UK have been driven by the image of the 'responsible citizen' - the service user who does not only have rights to receive services but also has responsibilities for the delivery of policy outcomes. In this way, citizens' everyday conduct is shaped by governmental action, yet there is much evidence that both front-line staff in public services and the people who use them can sometimes act in ways that modify, disrupt or negate intended pol