Client participation in governance changes how street-level workers define their roles.

Evidence

The struggle of clients to organize and obtain some control over service provision should be respected and encouraged. Client involvement in governance of service agencies will help to insure that clients contribute to the way street-level bureaucrats define their roles. Service provision should be decentralized to a significant extent, so that the advantages of orienting practice toward local initiatives can be realized. — Michael Lipsky, Street-Level Bureaucracy, 1414