Street-Level Bureaucracy, 30th Anniversary Edition: Dilemmas of the Individual in Public Service

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This book is about the role of the individual in those public services the author refers to as street-level bureaucracy: schools, police and welfare departments, lower courts, legal service offices and other agencies whose workers interact with and have wide discretion over the dispensation of benefits or the allocation of public sanctions. The study observes the collective behaviour of public services organizations and argues that the decisions of these workers, the routines they establish and the devices they invent to cope with uncertainties and work pressure effectively become the policies they carry out