Encyklopedia Administracji Publicznej MW Pivot Skin

STREET LEVEL BUREAUCRATS – term meaning the type of → public functionaries who have direct contact with the citizen (first contact administration). The term is used in particular in American social sciences. The terms “first-contact officials/bureaucrats” may be found in Polish literature. This group includes primarily police officers, representatives of public social security services (social assistance officers and employment services), teachers, representatives of the state fiscal services or local government officials. S.l.b play an important role in the perception of the state by citizens. Their approach and quality of service influence the citizens’ perception of the state as efficient with a pro-citizen attitude. Most citizens have contact with the state not through high level officers (prime minister, minister or president), but through everyday, repetitive relations with the officers directly implementing the state policy. Contact with s.l.b. to a large extent determines the level of trust and identification with the state. Furthermore, s.l.b. have a strong impact on the quality and scope of implementation of → public policies decided at the governmental level (the centre of the country). It is commonly believed that s.l.b. have the ability to sabotage goals that are not consistent with their perception of proper public policy or that are incompatible with corporate interests. The impact force of s.l.b. also results from the margin of discretion that is necessary in the practical exercise of public authority in the course of providing services and settling citizens’ matters. Frequent lack of resources at their disposal results in the use of simplified procedures, lowering standards, bending regulations, etc., which affects the quality and scope of public services provided by them. The power of s.l.b. also results from the fact that there is a high level of unionisation in the ranks of this professional group. In general – attitudes, motivations and interests of s.l.b. are important for the daily functioning of the state and its relations with citizens. [D. Długosz]