Is bureaucracy the enemy!?
Prime Minister Benjamin Netanyahu has pointed a trembling accusatory finger at “the bureaucracy,” as being the main culprit of the economic failure of the first novel coronavirus economic and social plan. In one word, because of “bureaucracy,” the government promises made to the suffering layers of the Israeli society, have not been delivered.
It has caused both huge turmoil and demonstrations in Rabin Square a few days ago and the permanent protests across from the Prime Minister’s Residence.
It reflects a new, violent feeling of distrust of the government representatives and also, of the “czars” managing our main ministries: treasury, finance, economy, health and social services.
The latest polls indicate that there is no longer a dividing line between Right and Left. Something fundamental has happened: citizens have lost trust in their political and administrative leadership because the latter have not delivered the promises made of fulfilling the population’s basic needs.
We are told that the will and the plans were there but that they were stopped, slowed down or ignored by “the Bureaucracy.”
Who is this horrible and powerful Bureaucracy?
Bureaucracy is the expression of the administrative power of the state and its institutions and of the large corporations or banks.
It literally means today that there is “excessive power of the Bureau (the office, any office).” It is the expression of an authoritarian, non-liberal political or managerial system.
And this is how many Israeli citizens meet “Mr. Bureaucracy” everyday: more papers, documents, authorizations, stamps, delays, restrictions, lack of answers on the phone and much more hierarchy. More laws and regulations as every manager pushes to add another rule instead of suppressing them. More hierarchy also introduces less capable people to more powerful positions, according to the famous Peter principle.
I taught marketing principles and strategies in a European university. The main basic and simple objective of marketing is to discover the consumers’ needs or desires and to offer the best-suited product or service.
In one word: the consumer, the client, the human being is the center of the economic game.
In the political world also, the citizen should be the center of the bureaucracy of the administration’s concerns. In the UK, for ages already, the employees of the administration are called “Civil Servants.” They are proud to serve the public. We could also seriously examine some foreign models – such as in Scandinavia – well known for their simple, direct and transparent rules.
It is time to give Israeli citizens what they deserve, “Service,” and not disdain.
Computers, automatic phone answering message machines, standard procedures and systems that are set up by very competent engineers without the needed “Service” training, because “Service” is not a major concern. That goal has been replaced by one focused on maximizing profits for the shareholders. For example, see the banks’ progressively reduced service to their clients, or IKEA’s do-it-yourself instructions, or enter a large mall (canion) in Israel, there are no lists of shops and their location to help the customer find its way.
Another example is finally having a deadline for our updated cross-national transportation network, awaited for many decades, giving opportunities to Galilee or Negev residents to reach the economic centers of the country and for these areas to gain new investments. That is also “Service.”
Why not introducing the concept of the “Service philosophy” to all training/university programs and the techniques and skills to achieve it? Why not even name a senior “Service” Manager in all organizations, in charge of making sure that promises are delivered and deadlines are met. This implies, of course, necessary reorganization and new priorities.
Bureaucracy exists when there is limited service to the citizen. Service means respecting and utilizing time lines promised by the government, especially during this critical time.
People expected money in their bank accounts as promised, because it was a cardinal question of feeding the family, paying the bills or laying off employees.
The pact between the government and its voters is based on TRUST. And today there is some breach of that trust, the most significant one in decades.
Today’s loud demonstrations, including some calls for disobeying the Health Ministry’s regulations are a disturbing development for society. The successful war against the coronavirus implies order, a respected and controlled decision and the making of clear processes, dialogues and – ultimately – the obtaining of results.
Our wonderful young generation is open, ready to serve, eager to give of their time. They proved it every day during this coronavirus crisis. They are the backbone of our society.
It is time for our leaders, the Health Ministry senior managers, the responsible members of the government and of the opposition to all sit, restore order and act together now!
Calls for revolution will not help in these circumstances and this is not what our citizens demand today. There is no space for small political games when “lives matter.”
The country asks for honest, transparent, efficient leadership for results. Otherwise – if it can’t deliver it this time – we risk going into anarchy.
But our democracy has proved many times that it has enough resources to win the battle ahead of us.
The writer was the managing and marketing director of European multinationals and was a senior executive in Israel and member of the Belgian Royal Institute of International Relations.