60 SERVE CITIZENS, NOT CUSTOMERS
these changes were made at the cost of safety on the highway. Similarly, Tom
Peters supposedly tells a story of getting a building permit. “I don’t want
some bureaucrat at City Hall giving me a hard time. I want proper, quick,
businesslike treatment. But what if my neighbor wants a permit to enlarge his
house? Who’s City Hall’s customer then?” (quoted in Mintzberg 1996, 77).
Government must be accountable to the larger public interest—not merely
the self-interests of individual customers or consumers. In any case, the issue
of accountability is critical. “The bottom line for democratic government is
accountability—not profits or citizen satisfaction—and customer service does
not provide a good proxy measure for accountability” (Kettl 2000a, 43).
The New Public Service and Quality Service for Citizens
The New Public Service recognizes that those who interact with government
are not simply customers but rather citizens. Henry Mintzberg, the Canadian
management theorist, has pointed out that there are actually several types
of relationships that we have with government. “I am not a mere customer
of government, thank you. I expect something more than arm’s length trading
and something less than the encouragement to consume” (1996, 77).
60 SERVE CITIZENS, NOT CUSTOMERS
these changes were made at the cost of safety on the highway. Similarly, Tom
Peters supposedly tells a story of getting a building permit. “I don’t want
some bureaucrat at City Hall giving me a hard time. I want proper, quick,
businesslike treatment. But what if my neighbor wants a permit to enlarge his
house? Who’s City Hall’s customer then?” (quoted in Mintzberg 1996, 77).
Government must be accountable to the larger public interest—not merely
the self-interests of individual customers or consumers. In any case, the issue
of accountability is critical. “The bottom line for democratic government is
accountability—not profits or citizen satisfaction—and customer service does
not provide a good proxy measure for accountability” (Kettl 2000a, 43).
The New Public Service and Quality Service for Citizens
The New Public Service recognizes that those who interact with government
are not simply customers but rather citizens. Henry Mintzberg, the Canadian
management theorist, has pointed out that there are actually several types
of relationships that we have with government. “I am not a mere customer
of government, thank you. I expect something more than arm’s length trading
and something less than the encouragement to consume” (1996, 77).
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