Understanding Street-Level Bureaucracy

Part One: Introduction;


Introduction: defining and understanding street-level bureaucracy ~ Peter Hupe, Michael Hill and Aurelien Buffat;


The inside story: street-level research in the US and beyond ~ Evelyn Z. Brodkin;


Part Two: Delivering services and benefits: street-level bureaucracy and the welfare state;


Discretionary payments in social assistance ~ Carol Walker;


Street-level bureaucracy and professionalism in health services ~ Stephen Harrison;


When and why discretion is weak or strong: the case of taxing officers in a Public Unemployment Fund ~ Aurelien Buffat;


Part Three: Agents of the state: street-level bureaucracy and law enforcement;


Law enforcement and policy alienation: coping by labour inspectors and federal police officers ~ Kim Loyens;


Law enforcement behaviour of regulatory inspectors ~ Vibeke Lehmann Nielsen;


Street-level bureaucrats and regulatory deterrence ~ Soren C. Winter and Peter J. May;


Part Four: Embedded in society: street-level bureaucrats as public actors;


Street-level bureaucrats and client interaction in a just world ~ Vicky M. Wilkins and Jeffrey B. Wenger;


'Playing the rules': discretion in social and policy context ~ Michael Musheno and Steven Maynard-Moody;


Personalisation and adult social work: recasting professional discretion at the street level? ~ Kathryn Ellis;


Part Five: The management of street-level bureaucrats;


Bureaucratic, market or professional control? A theory on the relation between street-level task characteristics and the feasibility of control mechanisms ~ Duco Bannink, Frederique Six and Eelco van Wijk;


First-line supervisors as gate-keepers: rule processing by head teachers ~ Peter Hupe and Eva van Kooten;


Service workers on the electronic leash? Street-level bureaucrats in emerging information and communication technology work contexts ~ Tino Schuppan;


Part Six: The promise of professionalism;


Fulfilling the promise of professionalism in street-level practice ~ Paul van der Aa and Rik van Berkel;


Professionals and discretion in street-level bureaucracy ~ Tony Evans;


The moment of the street-level bureaucrats in a public employment service ~ Christopher Osiander and Joss Steinke;


Part Seven: Conclusion;


Conclusion: the present and future study of street-level bureaucracy ~ Peter Hupe, Michael Hill and Aurelien Buffat.