30th Anniversary expanded edition.

Inclui índice

Part I - Introdução 1. The critical role of street-level bureaucrats -- Conflict over the scope and substace of public services -- Conflict over interactions with citizens 2. Street-level bureaucrats as policy makers -- Discretion relative autonomy from organizational -- authority differences between street-level -- bureaucrats and managérs -- Resources for resistance Part II. Conditions of work. 3. The problem of resources -- Demand and supply, or why resources are usually inadequate in street-level -- Bureaucracies 4. Goals and performance measures -- Goals -- Performance measures 5. Relations with clients -- Nonvoluntary clients -- Conflict, Reciprocity, and control -- The social conmstruction of a client -- Contents 6. Advocacy and alienation in street-level work -- Advocacy -- Alienation -- Implications of alienation Parte III. Patterns of practice 7. Rationing services: limitation of access and demand -- The costs of service -- Queuing -- Routines and rationing 8. Rationing services: inequality in administration -- A comment on the ubiquity of bias 9. Controlling clients and the work situation -- Husbanding resources -- Managing the consequences of routine practice 10. The client-processing mentality -- Modifications of conceptions of work -- Modifications of conceptions of clients Part IV. The future of street-level bureaucracy 11. The assault on human services: bureacratic -- Control, accountability, and the fiscal crisis -- Holding workers to agency objectives accountability and productivity -- street-level bureaucrats and the fiscal crisis 12. The broader context of bureaucratic relations -- Contradictory tedencies in street-level bureaucracy relations 13. Support for human Services: Notes for reform and reconstruction -- Directions for greater client autonomy -- Directions for current practice -- The prospects and problems of professionalism -- Kepping new professionals new 14. On managing Street-Level Bureaucracy -- An Evolving policy environment for street-level bureaucracy -- Shaping street-level bureaucracy' perfomance investing in street-level bureaucrats -- Conclusion Notes Index