Police officers, social workers, teachers, and many other street-level bureaucrats exercise discretion in dealing with clients. In so doing, they make policy as it is experienced at the frontline. Instead of puzzling at repeated public policy implementation failures and wondering why street-level bureaucrats (SLBs) don’t behave the way policymakers expect, we need to understand the world as seen from the ground. This short and practical text explores the value of interpretive analysis for researching street-level bureaucracy.

Using Michael Lipsky’s (1980) idea of SLB and connecting it to contemporary debates, Mike Rowe argues for an approach to researching SLBs that focuses on dilemmas in practice, ones that change with each policy shift, each new target, with austerity and with new technology such that no settled state is likely. He places emphasis on the need to understand the ways SLBs respond to pressures in order to work with them and to understand what policy becomes in practice. Street-level bureaucrats and their clients are engaged in a process of sense-making.

Researching Street-level Bureaucracy is not just an essential resource for teachers and students of Masters and Doctoral programs in Public Administration, Public Policy, Social Work, and Criminal Justice, it is a must-read for anyone interested in understanding the structural pressures that bear on the individual and how any change to the dilemmas confronted might play out at the street-level.