The critical role of street-level bureaucrats -- Street-level bureaucrats as policy makers -- The problem of resources -- Goals and performance measures -- Relations with clients -- Advocacy and alienation in street-level work -- Rationing services : limitation of access and demand -- Rationing services : inequality in administration -- Controlling clients and the work situation -- The client-processing mentality -- The assault on human services : bureaucratic control, accountability, and the fiscal crisis -- The broader context of bureaucratic relations -- Support for human services : notes for reform and reconstruction -- On managing street-level bureaucracy.

Street-level bureaucrats play a crucial role in public services, facing dilemmas in resource allocation, goal achievement, and client relations, which can lead to service rationing and inequality.

Paper

Street-Level Bureaucracy: Dilemmas of the Individual in Public Services

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