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Sociology

The Microscopical Dynamics of Street-Level Bureaucracy and Discretion

Quick fact

Research shows that the same policy applied by different frontline workers can lead to widely divergent outcomes, because each worker exercises discretion based on their personal beliefs, training, and the immediate circumstances of the case.

Why this is interesting

You may think policies are set in stone, but your next visit to an office might hinge on the mood of a single clerk. What happens when the rules meet a human being?