Street-level bureaucracy

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Street-level bureaucracy is the subset of a public agency or government institution where the civil servants work who have direct contact with members of the general public. Street-level civil servants carry out and/or enforce the actions required by a government's laws and public policies, in areas ranging from safety and security to education and social services. A few examples include police officers, border guards, social workers and public school teachers. These civil servants have direct contact with members of the general public, in contrast with civil servants who do policy analysis or economic analysis, who do not meet the public. Street-level bureaucrats act as liaisons between government policy-makers and citizens and these civil servants implement policy decisions made by senior officials in the public service and/or by elected officials.^[1]

Street-level bureaucrats interact and communicate with the general public, either in person (as with a police officer doing a random checkpoint to check for drunk driving or a civil servant in a department of transportation who helps people to register a newly purchased car and provide them with licence plates); over the phone (as with a government call center, where civil servants answer phone calls from people who are applying for or receiving unemployment insurance); or, in jurisdictions which have implemented electronic government technologies, via the Internet (e.g., a person finding out about the government's taxation laws by going onto the taxation department's official website and asking questions to a civil servant via email).

Street-level bureaucrats often have some degree of discretion on how they enforce the rules, laws and policies which they are assigned to uphold. For example, a police officer who catches a speeding motorist typically can decide whether to give the driver a warning or apply a penalty such as a fine or criminal charge; a border guard who finds undeclared rum in a border-crossing motorist's car trunk can either give the person a warning, confiscate and destroy the contraband item, or levy a fine or other penalty; a government social worker who meets with an unemployed person can decide whether or not to provide social assistance or unemployment insurance benefits; and a high school principal who finds that a student is skipping school can decide whether or not to suspend the person, taking into account the student's unique circumstances and situation. Even though front-line bureaucrats have this degree of discretion, they typically must operate within the rule of law, the system of government regulations, laws and administrative procedural rules. These regulations, laws and rules help to ensure that the street-level bureaucracy operates fairly and ethically, and that each citizen is treated fairly.