Each party in the service relationship pursues reform aims that structurally block the others.

Evidence

Current reform interests are fragmented among the three parties of the buffer relationship. They are divided among administrators who seek to improve efficiency and effectiveness through management tools; unions that seek improved working conditions but are constrained to protect job benefits; and clients and client interests that seek service improvements but lack legitimacy in policy arenas. — Michael Lipsky, Street-Level Bureaucracy, 1518

Categorization

• XREF: Connects to the tri-partite street-level bureaucracy model of managers, workers, and clients and how each actor’s incentives preclude holistic reform.