What is going on with the delivery of government services?
What do the provision of passports, airport security screening, immigration processing, dealing with refugee claims, military procurement, public service payroll systems, keeping border crossings open, preserving public order in the nation’s capital, handling harassment in the military, responding to the mass casualties in Nova Scotia and enforcing anti-money laundering have in common?Canadians certainly differ in what they think of the government’s proposed policy initiatives.
The questions are why is this happening, and what can be done? As with any complex problem, there are multiple reasons, but four stand out. The third reason is a compliance regime run amok. In government today there are too many layers of checking, too much reporting and too many different central agencies involved in oversight, all in the name of compliance. This consumes a ridiculous amount of a department’s time and resources, and encourages excessive process, paper work and caution. The end result is risk aversion, not effective risk management.
First, back to basics for ministerial mandate letters. No more lists of 40 to 50 priorities. Instead, focus on the key priorities for ministers and their departments and the expected outcomes and delivery milestones, and abolish the endless reporting back to the PMO. This would re-establish clear accountability for policy and program execution by ministers and departmental officials.
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