by Tom Sullivan
It is startling how quickly the mood of ourcountry has shifted. It seemed like justyesterday when the majority of Americans were optimistic about new leadershipin Washington and optimistic for our country's future. Now, when Members of Congress are home andmeeting with their constituents over August, they are encountering anger overpolicies emanating from our nation's capitol. There are plenty of possible reasons for the quick shift in publicsentiment. My feeling is that there hasbeen a major shift in how government wants to treat its customers and thepublic does not like it.
When the President was campaigning and when he embarked onan aggressive 100-dayagenda, the eloquence of his ideas lifted people past the immediaterecession and gave people hope for how they would be treated under the newregime. The President's promises ofmiddle class taxcuts , a stimulus that would spur job creation, and health care for allsounded as though people would be taken care of.
Unfortunately, the government's financial bailout has notresulted in more credit availability, the government takeover of auto companieshas not turned around Detroit's economy, people are terrified of higher taxesin the form of increased energy prices, and they are fearful that governmentwill ration healthcare. It is too soonto tell whether the public's fears are fact-based or misguided. However, the fear and anger is real.
I believe that the anger arises not just from the text ofthe enormous legislative reforms to financial markets, energy systems, climatechange, and healthcare, but from how the reforms embody an attitudinal shiftaway from customer service. Legislation movingthrough Congress and supported by the President endorses strict controls overfinancial services. Climate changelegislation is commonly referred to as "cap-and-tax." And, debate over healthcare reform swirlsaround how much control government will have on the health insurance marketsand the public's healthcare choices.
I live in Virginia and I have noticed how parts of stategovernment embrace their customer service role. The Fairfax County trash and recycling departments, from the governmentoffices to the trash trucks, are living examples of customer service atwork. Even the race for governorincludes a customer service tone, with Bob McDonnell promisingto make Virginia the "best state in America in which to open a smallbusiness," and committing to removing overly-bureaucratic state systemsthat get in the way of entrepreneurship. That statement builds on a 3-year projectto reform Virginia's state government. The concept is not new. Nor doRepublicans own the concept of streamlining government. Remember Vice President Al Gore's ReinventingGovernment initiative?
More candidates for public office should take notice. Public would rather have the customer serviceapproach of Nordstromversus the warden's approach at SingSing.
----------------------------
Guest blog contribution from Tom Sullivan, formerChief Counsel for Advocacy at the U.S. Small Business Administration,that also appears on AmericaSpeakon.org.