Trust at the Ground Level of Government : Its Role in the Work of Street-Level Bureaucrats

Reveals how trust—built, broken, and rebuilt—shapes the everyday work of frontline public servants and the quality of the relationship between citizens and the state. Trust at the Ground Level of Government moves beyond abstract theory to show how trust is built, lost, and rebuilt in real-world settings. Drawing on rich narratives and interviews, Maayan Davidovitz and Nissim Cohen demonstrate how trust influences service delivery, client treatment, and the ways frontline, street-level bureaucrats cope with pressure and uncertainty. The book underscores that their trust in those within their work environment may define and shape the delicate relationships between public servants on the front lines and the citizens they serve. The resulting attitudes on both sides may have far-reaching consequences for the fragile relationship between the state and society. Based on six years of fieldwork in Israel, Trust at the Ground Level of Government offers a unique look into the emotional and professional challenges facing these frontline civil servants. It reveals how trust, often taken for granted, can shape decisions, relationships, and ultimately the success or failure of public policies. Whether you are a policymaker, public servant, scholar, or concerned citizen, this book provides new insights into how government functions on the ground and why trust is at the heart of it all.