700 words (8 minutes reading time) by Lancing Farrell

Former Prime Minister, Paul Keating

I have been reading an MBA thesis written by an experienced local government CEO in 1999. It looks in detail at performance measurement and discusses many aspects of local government management in a thought provoking way. I have been reflecting on how much or how little has changed since then and whether or not the expectation evident in the writing, i.e. that the major reforms endured by the sector in the 1990s would herald improved performance, have been realised.

I selected the insight into citizenship and consumerism to draft a short post. Rather than test your patience with my detailed analysis, I asked ChatGPT to craft my notes into a speech in the style of former Australian Prime Minister Paul Keating.

Enjoy.

Ladies and gentlemen,

In the realm of local governance, we witnessed tides of transformation during the 1990s, as corporate management and managerialism made their grand entrance. These management practices, often lauded for their prowess, introduced a new lexicon into the world of local governance, terms like ‘client,’ ‘customer,’ and ‘consumer,’ now marching in lockstep with our cherished ‘citizen.’ Three decades on, it is imperative that we hold fast to the timeless values of traditional governance and citizenship.

In this journey, we must navigate a delicate tightrope. The words we choose when addressing our community mirror a precarious but vital balance. We must honor the age-old traditions of governance and citizenship, while also acknowledging the pressing demands of economy and efficiency. As we modernize our approach, let us not lose sight of the noble purpose of local governance.

We find ourselves at the crossroads of the ‘customer’ paradigm. It beckons, alluring us with the promise of efficiency and ease. Yet, hidden beneath this seductive veneer is the potential erosion of our most sacred principle – citizenship. This shift could turn service design into a mundane product development and marketing exercise, stripping away the essence of what we hold dear.

The term ‘customer’ holds a deceptive allure, suggesting power and choice that may not align with the reality of local government services. Our citizens often lack the capacity to sway service providers through the exercise of choice. We must remember that what benefits cost-efficiency through reduced consumption might not serve the greater good of our communities.

While many fixate on the relationship between the service manager and the recipient, we must broaden our perspective. Public services are not mere tools to fulfill individual needs; they are the very foundation of our communal well-being.

The distinction between ‘citizen’ and ‘customer’ is stark. Citizens are the lifeblood of our democratic ideals, actively participating in public debates, shaping the collective destiny of our communities. Customers, on the other hand, traverse the path of individual economic decisions akin to a shopping trip. They need choices, options galore, which might not align with the purpose of council services crafted for the collective good.

Citizenship is not merely a term, but a critical cornerstone in local governance. It wields the power to shape the balance of political might, influencing how we design and deliver services. Our elected representatives stand as beacons, beckoning our citizens to express their needs and desires. The essence of political power is interwoven with governance.

Yet, the constant chant of ‘customer’ has become a distraction. It blurs our vision, veiling the true role of public services and the rights of our citizens. It casts a shadow on the pillars of justice, representation, participation, and equal opportunities – the bedrock of local democracy and governance.

Ladies and gentlemen, as we sail the turbulent seas of change and innovation, let us not lose sight of the purpose of local government, anchored in time-honored values. The terms ‘client,’ ‘customer,’ and ‘consumer’ should complement rather than supplant ‘citizen.’ We must strike the right balance, ensuring that the rights and needs of our citizens remain paramount, nurturing a local government system that serves the best interests of our entire community.

In our pursuit of efficiency, let us remember the enduring principles that have guided local governance throughout the ages – justice, representation, participation, and equal opportunities. These bedrock values will safeguard our future endeavors from the overpowering grip of consumerism, ensuring that the spotlight always remains on the citizen and the preservation of local democracy.

Thank you, and may we always be the guardians of our community’s future.