1. Coping with Government: Democratic Ideals and Street-Level Bureaucrats -- 2. Context: An Unfinished Transition -- 3. Public Perceptions and Public Experience of Officials -- 4. Citizen Strategies for Dealing with Officials -- 5. Willing Givers? -- 6. 'Try Harder' or 'Give Up': The Choice for Ethnic Minorities? -- 7. Street-Level Bureaucrats: Caught Between State and Citizen -- 8. Willing Takers? -- 9. A Culture of Corruption? Support, Priorities and Prospects for Reform