street-level bureaucracy
The reorganization of the bureaucratic encounter in a digitized public administration
Whether because of the structure of the apparatus or because of the structure of memory, it is certain that the noises of the first telephone conversations echo differently in my ear from those of today. They were nocturnal noises. No muse announces them. The night from which they came was the one that precedes every true birth. […] Not many of those who use the apparatus know what devastation it once wreaked in family circles.
