Secondary practices absorb client dissatisfaction so routine processing can continue

Evidence

Instead street-level bureaucracies calion additional practices to manage the first-round costs of processing people in routine ways. These practices function to absorb dissatisfaction with common procedures, thereby permitting agencies to continue to process the majority of cases routinely. — Michael Lipsky, Street-Level Bureaucracy, 977

Categorization

• XREF: Directly extends Lipsky’s routinization thesis — deviance management stabilizes routine. — connects to: Referrals often process case loads rather than deliver services to clients — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 969; Client-processing paperwork functions to absorb clients’ energies into the bureaucracy’s own workflow — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 875; People-processing agencies affect clients through the very interaction routines themselves.
• DEEPTHINKING: The claim that even exception-handling becomes routinized is the chapter’s sharpest structural insight.

Broader Connections

• Client-processing paperwork functions to absorb clients’ energies into the bureaucracy’s own workflow #expands (0.85) — Michael Lipsky, Street-Level Bureaucracy, 875
• People-processing agencies affect clients through the very interaction routines themselves. #expands (0.75)