VA Scandal Shows How Government Works

Forbes  "I had to go to the local department of driver services office for a driver’s license renewal this week. While the lady I dealt with was quite helpful and completed the renewal in less than five minutes, I first had to wait nearly two hours.  There were about fifty people waiting and at various times either two or three people working to help them. A normal business would have more employees to help the customers because in a normal business more customers is a good thing. With government in charge, it makes no difference and that is the problem."

"In a for-profit business, serving customers are how one makes money and it is important to keep customers happy. Customers do not like waiting, so businesses work hard to avoid excessive waiting by the customers. They do this in order to make more profit. Government agencies do not have a profit motive. The workers and supervisors have no reason to care about their “customers” except their own pride in doing a good job or perhaps hope of a promotion."

This should sum it all up very well:
"Government agencies like the VA deliver bad service because they have no incentive to do any better. As explained in my e-book, Ending the Era of the Free Lunch, government employees see the politicians and others in charge of their budget as the customer, not the citizens who they are supposed to be serving. "

Did you get that?

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