Good Government
Good Government Shouldn't Be Hard.
Good government is not hard. Challenging, of course, but not hard. The best governments have similar traits. Those in charge care about the community, have a sense of its history, and truly
want to transition into the future by improving the quality of life without breaking the bank.
The 4Cs of Good Government
When working with governments, we stress Common Sense, Communication, Cooperation, and Commitment. It doesn’t matter if we’re focusing on the revenues, expenses, or streamlining a process. An annual review is essential for identifying potential improvements, but the 4Cs are an everyday function.
We were working with one Pennsylvania municipality that was sending out annual printed business licenses. Once the money was received – in this case $2 - the license was printed and mailed. When we tallied up all the costs, including labor, we estimated the cost at $20 each. This process had been in place for decades. But we determined it was not feasible to enforce. Who’s going to take a business to the magistrate for not paying $2? We had it eliminated at the next council meeting.
Of course, many taxes and fees are not that cut-and-dry. When governments are open to suggestions, good things can happen.
Smartphones have infiltrated our way of life. Over 95% of American adults have one, and about half spend between four and six hours per day using them. While millennials (1981–1996) grew up with traditional social media, Gen Z (1997–2012) is more likely to be drawn to video.
The challenge for governments trying to reach their constituents is that they need to adapt. They must migrate from printed and static web materials to apps that deliver important messages. The goal is to bypass multiple social media groups, platforms, and ‘official sources’ and establish one primary source of communication. Build on the ‘alert’ systems used during emergencies and work to remove the negative, toxic noise from other channels. This is not easy.
At the same time, information must be delivered in a concise and cost-effective manner. The first step is to identify all existing communication tools, then determine what works and what needs to be overhauled. Effective communication, while challenging, is a fundamental building block in the decision-making process. We’ve had success in showing governments how to accomplish this.
Henry Ford may have said it best: “Coming together is a beginning, staying together is progress, and working together is success.” The onset of COVID-19 has permanently affected the way governments ‘stay’ and ‘work’ together. At every level of government, we have seen rapid turnover of administrations and councils. Cooperation today requires those involved to be more flexible. Henry might note that ‘staying’ together now involves fewer personal meetings and more Zoom calls and emails. And to continue ‘working’ together, everyone must adhere to today’s rules of accountability.
But transition and change are inevitable. The good people and innovators rise to the occasion and find solutions to today’s challenges. Beyond the health impact of COVID, the pandemic also exposed some of society’s weaknesses. We will adapt through an influx of business, smart capital, and those willing to take risks. Cooperation will still exist—but in a more streamlined and efficient manner. America will always rebound. It’s ingrained in our fabric.
Martina Navratilova once said, “The difference between involvement and commitment is like ham and eggs. The chicken is involved. The pig is committed.” It’s a cute saying, but you get the point.
At the lowest level of government—municipal—being committed is more than seeing each project through to completion. There are countless interruptions. At this level, safety is priority one, and every week seems to bring a stark reminder. There are floods, fires, hurricanes, earthquakes, and societal challenges that demand immediate attention. It’s tough enough to stay focused in the moment, much less move forward and re-engage with the work at hand.
And yet, the community still relies on local government to provide the same level of service. Finding and retaining talent has never been more difficult. Every community wants top-level performers who can execute existing timetables, take on additional responsibilities due to staffing shortages, and maintain a positive attitude despite the constant noise of social media. Those who remain committed in today’s environment face greater challenges and scrutiny than their predecessors.
The 3Ps of Good Government
This is where technology meets common sense. The 3 Ps are Problems, Processes, and People. Developing software that increases revenue while reducing costs means it can’t solve 100% of the problems at hand. So, we break it down.
Problems
Think of these as ‘one-offs.’ You send out a tax bill and it’s returned because the address in the database was incorrect. Simply fix the address. Call the business and get an email address. Send them an electronic form. Could you update the software to prevent this? Sure—but it’s not worth the cost.
The key is recognizing the difference between an isolated issue and a systemic breakdown. Not every problem requires a large investment—sometimes it just requires a simple, practical response.
Processes
We were working with one local government that was missing nearly 50% of its annual business tax payments. Some of these were very small, but a few were significant. When we explored the registration process, we identified two key issues that explained why this was happening. We corrected both and added an additional back-end measure to ensure payments were received. From that point on, collections reached nearly 100%.
Beyond the improved cash flow, we also delivered goodwill. Businesses deserve to know what taxes are due and stay current, rather than receiving delinquent notices for taxes they were never aware of.
People
We never discuss politics and make no recommendations on existing staff. Even with our experience, we only offer suggestions when asked. We are there when needed. Some governments may need a few hours a week, while others rely on us for updates and weekly reports via email. We adapt to what’s required—if it produces results.