The editorial introduction to this special issue on street-level bureaucracy (36 years after the publication of Michael Lipsky’s book) draws attention to the important role of frontline workers in the implementation of policy in practice. The two narratives as distinguished by Maynard-Moody and Musheno (2000) – that of government as an institution and that of the frontline workers themselves – are discussed in the light of the use of discretionary power by the frontline workers. The various dilemmas that the frontline worker encounters while doing so are briefly introduced and the role of the emergence of New Public Management and the resulting public-private partnerships since the eighties discussed.