It is not uncommon to find workers in the Government Bureaucracy to act in a condescending manner upon those who seek their services. While it is unfair to make this as a generalization towards all in civil service, it remains a fact that rude treatment of their clientele exists. It is a constant challenge, therefore, for the leadership of Government agencies to drive and maintain a culture of customer orientation among their agents.
I encountered a short film by Gabriel Gauchet depicting the plight of jobless individuals in the UK seeking assistance from Government Job Centers. The film shows the main character showing up a bit late for his appointment. Despite the fact that the job officer did not notice the tardiness until the main character brought it up, the job officer slaps him with a suspension of his allowance for 2 weeks. The tension escalates as he refuses to sign the document which prompts the job officer to threaten him with a 4 week suspension of his allowance. This comes to an end when a guy comes in an shoot the lady with a nail gun, drags her and nails her to the floor. While this commotion escalates, our main character does what he can to delete the suspension from his records.
WARNING : THIS FILM IS VIOLENT!!!
What seems to be put forth here is the attitude of utter disdain the job officer has for her client, who she sees as lazy and irresponsible. She does not see him as an individual who needs assistance during this stage in his life. In my own experience, I benefited from the services of a Police Investigator who treated me as a client who needed assistance rather than as a source of information to do his job. By having a high sense of customer orientation ingrained in a civil servants training regimen, Government services are delivered more efficiently and effectively.
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