Since Lipksy’s pathbreaking work, street-level bureaucracy has been an important focus of public management and policy research. Reflecting APPAM’s 2014 theme, the literature emphasizes the complexity of modern policymaking: in addition to understanding how laws, rules, and guidelines are enacted, the literature suggests, it is essential to study how operative employees implement policy and how citizens experience government. This panel contributes to current debates in the literature by considering how three aspects of street-level bureaucratic life – representation, privatization, and workload – affect the thoughts and behavior of operative employees and citizens. The Atkins and Wilkins paper examines the racial representativeness of teachers in Georgia public schools; it asks whether the presence of African-American teachers alters students’ decisions to pursue a college-preparatory diploma. The Grissom et al. paper also deals with issues of teacher representativeness: it examines the assignment of African-American students to gifted programs in an effort to disentangle the causal mechanism driving representative bureaucratic behavior. The Oberfield paper examines the effect of privatization in education by comparing teachers in traditional public schools with those in public charter schools; specifically, it compares teachers' perceptions of autonomy and accountability. Finally, the Miller and Keiser paper examines the issue of performance management and asks how workload affects bureaucratic behavior; in particular, they examine whether the number of remanded Social Security Disability cases influences the initial allowance rates of Administrative Law Judges.