Contents

pp iii-iv

Biographical notes

pp v-ix

Preface

pp x-xii

Part One - Introduction

pp 1-2

One - Introduction:defining and understanding street-level bureaucracy

pp 3-24

Two - The inside story: street-level research in the US and beyond

pp 25-42

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

pp 43-44

Three - Discretionary payments in social assistance

pp 45-60

Four - Street-level bureaucracy and professionalism in health services

pp 61-78

Five - When and why discretion is weak or strong: the case of taxing officers in a Public Unemployment Fund

pp 79-96

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

pp 97-98

Six - Law enforcement and policy alienation: coping by labour inspectors and federal police officers

pp 99-114

Seven - Law enforcement behaviour of regulatory inspectors

pp 115-132

Eight - Street-level bureaucrats and regulatory deterrence

pp 133-152

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

pp 153-154

Nine - Street-level bureaucrats and client interaction in a just world

pp 155-168

Ten - ‘Playing the rules’: discretion in social and policy context

pp 169-186

Eleven - Personalisation and adult social work: recasting professional discretion at the street level?

pp 187-202

Part Five - The management of street-level bureaucrats

pp 203-204

Twele - Bureaucratic, market or professional control? A theory on the relation between street-level task characteristics and the feasibility of control mechanisms

pp 205-226

Thirteen - First-line supervisors as gate-keepers: rule processing by head teachers

pp 227-242

Fourteen - Service workers on the electronic leash? Street-level bureaucrats in emerging information and communication technology work contexts

pp 243-260

Part Six - The promise of professionalism

pp 261-262

Fifteen - Fulfilling the promise of professionalism in street-level practice

pp 263-278

Sixteen - Professionals and discretion in street-level bureaucracy

pp 279-294

Seventeen - The moment of the street-level bureaucrats in a public employment service

pp 295-312

Part Seven - Conclusion

pp 313-314

Eighteen - Conclusion the present and future study of street-level bureaucracy

pp 315-338

References

pp 339-384