Street-level bureaucracy : dilemmas of the individual in public services / Michael Lipsky

Includes references and index.

Title Page; Copyright; Dedication; Contents; Preface: Dilemmas of the Individual in Public Services ; Acknowledgments; Part 1. Introduction; 1. The Critical Role of Street-Level Bureaucrats; 2. Street-Level Bureaucrats as Policy Makers; Part 2. Conditions of Work; 4. Goals and Performance Measures; 5. Relations with Clients; 6. Advocacy and Alienation in Street-Level Work; Part 3. Patterns of Practice; 7. Rationing Services: Limitation of Access and Demand; 8. Rationing Services: Inequality in Administration; 9. Controlling Clients and the Work Situation; 10. The Client-Processing Mentality. Part 4. The Future of Street-Level Bureaucracy11. The Assault on Human Services: Bureaucratic Control, Accountability, and the Fiscal Crisis; 12. The Broader Context of Bureaucratic Relations; 13. Support for Human Services: Notes for Reform and Reconstruction; 14. On Managing Street-Level Bureaucracy; Notes; Index

eng.