| Abstract: | Tamil Nadu operates as a robust welfare state through a “Dravidian Model” that prioritizes social justice, equity and human development, resulting in high literacy, better health outcomes and significant poverty reduction. The implementation of welfare schemes often reshapes the functioning of street-level bureaucracy where frontline public servants translate policy into practice. This paper examines the impact of the fare free bus travel scheme for women in Tamil Nadu on Street level bureaucrats, particularly employees of the Tamil Nadu State Transport Corporation. This scheme has significantly increased women’s mobility, access to economic and social opportunities. However, it has also transformed the daily roles, responsibilities, discretionary practices of bus conductors, drivers and administrative staff. Using a qualitative descriptive approach, this study analyses how the scheme affects workload, accountability, Service delivery and interactions between citizens and frontline workers. It highlights emerging challenges such as revenue adjustments, operational pressures and the negotiation of authority and empathy in public service. This study contributes to the literature on welfare governance by highlighting the often-overlooked administrative consequences of social policies. It underscores the need to integrate frontline perspectives into policy design and implementation to ensure sustainable and effective delivery. |
