The puzzling reconciliation of conditionality and personalised services in employment services: How managers, frontline workers and claimants strive to solve a Gordian Knot

The chapter is structured as follows: First, we describe the empirical project that we draw our knowledge from. Second, we take a deep dive into the organisations and analyse experiences with reconciling conditionality and personalised service from different perspectives in the job centres. Third, our conclusive discussion reflects how ‘system innovation’ can contribute to solving the wicked problem of balancing conditionality approaches with approaches that makes sense for the new widened target group containing vulnerable unemployed.