News and Journal
By Jim Hunt for the News and Journal
This is a bit of a rant—and hopefully some needed advice—for our government officials.
As we take a chainsaw to government, I want to remind those left behind that being a public servant requires that we actually serve the citizens. A disturbing trend at all levels of government is that responding to citizens is increasingly placed at the bottom of the duty list.
When I call my insurance agent or airline, I expect that machine-like voice, instructing me to “listen carefully, as our menu options have changed.” I’m then informed there are five hundred and thirty-three people ahead of me, and someone may be with me in “approximately four hours.” I don’t like this appropriation of my time—but in the private sector, I can at least take my business elsewhere. And I have.
Government, however, used to be better—at least for most of my life. Sure, there were lines at the DMV, but you could usually count on a human answering the phone at city hall or the public library. Often, they’d check to see if the person you needed was in, and then quickly transfer your call.
Even at the federal and state levels, your call was once treated with courtesy and respect. I can remember calling Senator Rockefeller’s or Congressman Mollohan’s offices, and a young staffer would jot down your concern. Sometimes, someone would call you back within minutes.
On the state level, I remember walking into the Secretary of State’s office, where A.J. Manchin’s staff would offer you a glass of water and treat you like royalty. I even witnessed Secretary Manchin interrupt a meeting just to greet constituents from his home region. Sadly, that tradition of public service seems to be going the way of the hometown hardware store.
Some readers might say I’ve dipped too deep into the nostalgia juice—but should we really expect less from our public servants? I don’t think so.
When you need help with Social Security, you shouldn’t have to sit on hold for hours. When a veteran is trying to access health care, they shouldn’t be told to “take a number.” If there’s a massive pothole on your street, you shouldn’t have to wonder if your call will ever be returned.
The proliferation of automatic answering machines on government lines continues unabated. If Amazon fails to respond to a customer, they lose revenue. When government does it, the public is left with no recourse—and that’s unacceptable.
I’m sure most readers have tried pressing “0” for an operator—only to hear, “All operators are busy.” Seriously? And if you do reach someone and ask who handles the Code Department, they’ll transfer you without checking whether that person is even available. Why not take a moment to confirm before passing the call into a black hole?
I’m not trying to come down on the dedicated individuals who serve the public—I’m calling out the systems, and the officials who put them in place. I’ve witnessed near fistfights in public offices when overworked staff are left to deal with angry citizens without the support they need.
There is a solution, and it starts with increased training, accountability, and a renewed focus on customer service. We need to bring back those signs in public offices that proudly proclaimed, “We are here to serve the Public” or “Our Citizens are our highest Priority.” Because when government forgets its role as a servant of the people, trust erodes, and frustration takes root.
The author and poet Maya Angelou once said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
If we want citizens to believe in government again, we must start by answering the phone—and making them feel heard.
