Local Governments are in the business of providing services to citizens – customers not welcome.
I’m writing to you after reading the Editorial piece in the August edition of LG FOCUS. I take issue with the use of the word ‘customer’ in the context of Local Government and its functions. Whilst on the subject of words and language, it is worth considering the use of the word ‘corporate’ as well. Both have crept into Local Government literature and speak, since the sector incurred the wrath of the former Victorian Premier’s corporatisation thrust and attack on local democracy.
Make no mistake, many of the corporate processes and business principles adopted by Local Governments have resulted in many efficiencies and benefits to their citizens.
It must be remembered, however, that ‘corporate’ philosophy was introduced throughout the sector in anticipation that Councils would become simply ‘boards of management’ and in time, water down their legitimate civic and political roles. The greatest insult, however, has been the introduction of the word ‘customer’. The objective was, and still is in some places, to substitute ‘customer’ for ‘citizen’.
Most people will agree that Local Government needed a shot in the arm, and I readily acknowledge that many corporate concepts are applicable to Local Government operations.
What I cannot accept, however, is viewing citizens as customers. Local Government is in the business of delivering services to its citizens and not selling products to customers. Language and the message it sends is so important.
Lets have our three and one year business plans called the City Plan and never lose the core meaning of what it is to be a citizen.
