As we have progressed through this course there has been
constant discussion on the importance of “open” government and what efforts
have been implemented by the federal government to comply with Pres. Obama’s
“open government” directive. The sad truth however, is significant and troubling.
While steps have been taken to implement some channels for open government such
as websites, social media connections and challenge exercises such as those on challenge.gov, the question remains, has the
government really embraced the concept of inviting its citizens into the
thought process and practices of government? This issue is addressed in the
article published in the Washington Post, http://www.washingtonpost.com/blogs/on-leadership/wp/2014/09/17/treating-citizens-like-customers/,
“According to the American
Customer Satisfaction Index the government ranks lower than nearly every
private-sector industry measured.”
Sector
|
2013
|
2014
|
Prior year
% change |
Energy Utilities
|
77.4
|
76.0
|
-1.8%
|
Health Care & Social
Assistance
|
80.0
|
77.6
|
-3.0%
|
Information
|
72.3
|
71.2
|
-1.5%
|
Transportation
|
75.8
|
73.8
|
-2.6%
|
Accommodation & Food Services
|
79.2
|
78.5
|
-0.9%
|
Manufacturing/Durable Goods
|
82.0
|
81.2
|
-1.0%
|
Manufacturing/Nondurable Goods
|
80.9
|
79.5
|
-1.7%
|
Finance & Insurance
|
77.2
|
75.1
|
-2.7%
|
Retail Trade
|
77.9
|
–
|
1.7%
|
Public Administration/Government
|
68.3
|
–
|
-0.7%
|
E-Commerce
|
78.1
|
–
|
-3.7%
|
E-Business
|
71.3
|
73.4
|
2.9%
|
The current design of government websites can be seen as an
initial stride toward a more accessible and interactive administration. However
it must only be considered an initial phase. The current system is complex and
cumbersome and deters citizen’s interaction with government. Robert McDonald,
the Department of Veterans Affairs Secretary, provided sound cause to support
this charge. He states, “The agency
currently operates 14 different websites that require a different username and
a different password for veterans to access the VA…that’s just flat wrong!”
Another troubling example of this is benefits and services
provided to those low income families who need it most. The Partnership for
Public Service contends that, “government
delivers a wide array of benefits and services to low-income families, but
these services are organized in a complex web. They are structured according to
the funding appropriated to specific programs and located in different agencies
scattered across the government, making it hard for the citizen to navigate the
complex maze.” Here you have a
strata of the citizenry that depends upon government assistance who must now jump
hurdles and navigate a digital labyrinth in an attempt to get the goods and
services they need. If government truly wants citizen engagement and the
embrace of a philosophy of exceptional customer service, it must minimize the
complexity and reduce the bureaucracy so the average person can become
accurately informed and significantly engaged with government. A method or
pathway must be developed to identify services that are often associated. The
effect of this form of streamlining will help people navigate the system
easier, get the goods and services they need, and develop a more positive and
satisfactory relationship with the administration and their procedures. The
articles refer to two government websites that have reduced the complexity and
simplified the process. Recreation.gov is a
collaboration of among 12 agencies, and DisasterAssistance.gov shares customer data across federal
agencies. The deliberate acts of these agencies to eliminate the “silo
effect” of information transfer and develop a more customer oriented or
consumer friendly approach should be applauded and utilized as a blueprint for
other agencies to follow.
Often times people employed in government forget they are
there to serve the people. They also forget that if people could understand how
government operates they would have a better knowledge base and therefore, appreciate
the efforts made for them. True engagement requires understanding, access and
motivation by all parties. Right now, government controls the information flow
and the access points; if they relinquish some of that power, the people would
respond with the motivation.
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