Street-level bureaucracy : dilemmas of the individual in public services /
Michael Lipsky.
- Updated ed.
- New York : Russell Sage Foundation, 2010.
- xxiii, 275 p. ; 23 cm.
Includes bibliographical references and index.
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.