Expectation gaps when working in public sector
There is a culture of silence within some government departments that makes it difficult for people to speak openly about the problems they see. Bullying, cronyism, waste, inefficiency and poor management can become entrenched, while employees who try to raise concerns can find themselves constrained by employment agreements, confidentiality clauses, legal threats or concerns about their careers. We have seen examples of people who have experienced sexual harassment or bullying and then felt unable to speak publicly about what happened, staff whose careers have been threatened for commenting on major issues, and public servants who have been warned against making comments that could be considered political. Whatever the individual circumstances of these cases, the broader question is whether we have created a public sector where people are sometimes more afraid of speaking about problems than the public is of not knowing about them.
If we want to reform government departments, reduce waste and make better use of public money, we need a system that allows people to bring problems to light without fear of retaliation. That does not mean every public servant should have an unrestricted right to publicly disclose confidential information or campaign against government policy. There are legitimate reasons for confidentiality and political neutrality. But there must be a protected and credible way for people inside government to say, “This isn't working, this is why it isn't working, and here is what would be required to fix it.”
One of the biggest structural problems is the way government departments are given a budget and a set of responsibilities, without necessarily establishing whether the two are actually compatible. When the budget isn't sufficient to perform the task properly, managers still have to produce results. They then have to find ways to reconcile an impossible situation. They can redefine the task, reduce the scope of the service, delay or ignore some of the work, claim that part of the problem has been addressed when it hasn't, or solve today's problem in a way that simply creates a larger problem for tomorrow. Sometimes one highly visible task receives additional resources by taking them from another, less visible task, allowing the government to demonstrate that the important problem has been dealt with while other responsibilities quietly deteriorate.
The problem is that we don't have a sufficiently transparent mechanism for saying publicly, “This task cannot be properly completed with the resources we have been given.” Instead, there can be an enormous incentive for departments to make the available resources appear sufficient. The government doesn't necessarily want to admit that a service requires more money, because increasing spending is politically difficult. Cutting services is unpopular, and raising taxes is unpopular, so there is an incentive to say that efficiencies can be found and that everything will be fine. But eventually the gap between what we have asked government to do and what we are prepared to fund has to show up somewhere. If it doesn't show up honestly in the budget, it will show up in the quality of services, the workload of employees, the risks being accepted, or the people who don't receive the help they need.
This becomes particularly serious when we are talking about vulnerable people. If, as a society, we decide that children being left in abusive situations is something we will not tolerate, then we have to accept that decision has a resource implication. We cannot simply tell a department that protecting children is an absolute priority and then provide whatever funding happens to be available after everything else has been accounted for. If the resources aren't sufficient to meet the obligation, the honest choices are to provide more resources, reduce the scope of the obligation, or openly acknowledge the level of risk we are prepared to accept. What we should not do is leave frontline workers and managers to quietly make those decisions for us while maintaining the appearance that the system is meeting its responsibilities.
This is why openness and protected disclosure are so important. The people working inside government departments are often the people who know first when a system isn't functioning. They know when targets are being met only because the definition of success has changed.
They know when staffing levels are inadequate, when processes are creating unnecessary work, when money is being wasted, and when a service is being quietly rationed. They also know when senior management is presenting a much more positive picture I call it happy washing than the reality experienced by people doing the work. If those people are afraid that speaking honestly will damage their careers, breach their employment agreements or result in legal action, then government loses access to some of the most important information it has.
We need a system where a public servant can say, without fear of retaliation, “We have been given responsibility for doing X, but with the resources available we can only realistically do Y, and here are the consequences.” That information should then have a pathway to independent scrutiny and, where appropriate, Parliament and the public. It should not simply become an employment dispute about whether the employee was permitted to say it.
Ultimately, this isn't just an argument for more government spending. Government departments can and should be challenged to eliminate waste, improve management and find better ways of doing things. But efficiency cannot mean pretending that an impossible workload can be completed with insufficient resources. We need to make the trade-offs visible. If a department can deliver the required service for less, excellent. If it needs more resources to do the job properly, that needs to be known. If the government deliberately decides that a lower level of service is acceptable, that should also be an explicit political decision. Key systems that our public servants use to get the job done lack proper funding, workers cannot do their jobs well. They face constant delays, high stress, and poor results. This problem hurts both staff and the people they serve. Being told to cut down on delivery times even further when you are already stretched.
What we should not accept is a system where nobody openly makes the decision, but the service quietly deteriorates anyway. A healthy democracy needs accurate information about what its public sector are actually capable of doing. If the people who understand those institutions best are prevented from telling us when something is going wrong, then we shouldn't be surprised when problems persist, money is wasted and vulnerable people fall through the gaps.
Public servants should not be punished for telling the truth about whether the government is actually capable of delivering what it has promised.