... The rationalising logic of screen-level bureaucracy, which aims for consistency, conflicts with the flexibility required by individual cases. Efforts to preserve discretion within systems designed for mass processing may ultimately undermine both appropriate individual assessment and accountability. Research...

... only Public policy Street-level bureaucrats Social assistance Social workers Primary care social services Discretion Southern-European welfare This study identified three distinct approaches social workers adopt to provide professional meaning for implementing social assistance...

... of connections and involvement, considered “good” per se. In this framework, professionalism and discretion acquire new and problematic meanings compared to street-level bureaucracy processes. Research limitations/implications Based on a case study, the research results cannot be generalised...

... scale. Originality/value This article provides new evidence on the level of discretion caseworkers execute. A street-level perspective redefines the position of employees in contact with citizens or clients in public service from mere implementers to policy makers. It centres on the insight...