Street-Level Bureaucracy: Dilemmas of the Individual in Public Services By: Michael Lipsky

Here are two links:

youtube video of Lipsky

The youtube video runs about 4 minutes and Lipsky talks about the street-level bureaucracy. the video is framed with titles.

russell sage foundation

This page has an overview of the book and an hour-long discussion on the book and the changes in the last 30 years, since the book's publication. To me it is interesting because the summary provided by the publisher, Russell Sage Foundation, notes that street-level bureaucrats implement policy and that implementation can vary from the policy set by people far removed. In contrast, I remember feeling sympathetic towards the street-level bureaucrats, who deal with limited resources, huge caseloads, and limited time.