Wilson's main theme throughout this book is that the reason American agencies are operated the way they are is, because of the way we as a society have designed them to be run. Wilson argues that bureaucrats are people who are behaving in response to the incentives, laws, rules and organizational structures that make up our public agencies. Wilson identifies three organizational levels, the technical or operator's level, the manager's level, and the executive or organizational level. * The operators deliver the services people associate with a specific agency or department. They are closely in touch with