Government Accountability

When I was working in Higher Education, the United States Education Department was being forced by Congress to be more accountable for the outcomes of students enrolled in the federally funded TRIO programs. This isn't bad in and of itself. These programs ought to be able to prove that they do what they are funded to do. This led to a squabble though, Congress had its own outcomes in mind, things that were never measured by the individual programs. It was a squabble and about that time I went to seminary so I don't know exactly how it was worked out.

Like I said, accountability isn't bad, but every now and them it's stupid. A case in point...

I recently went to our local Social Security Administration office. I was hoping to get the forms to try to get for Marie's disability. We figured it would be good to see the forms and put together the documentation before getting everything started.

It was about ten minutes before one in the afternoon. I was the only client in the office. There were two women behind roll up counters and an armed guard behind his station. I stood in front of the woman's desk. I was largely ignored. I said, "I would like to" before I was interrupted.

She said, "Take a number."

Really, take a number? I'm the only person in the room and I have to take a number. Ah, bureaucracy at its finest. So I took a number.

She said, "826" and I went to the window.

I asked if she had copies of the forms to register for disability. She said "No." They don't have forms anymore. I was told that it is available on line though. Then she asked "Would you like to make an appointment?"

I said, "No."

First things first, this woman is a worker bee, she's doing what she has to do. Her job calls for no imagination on her part. I bet even her responses are scripted from the computer terminal at her work station.

Second, I imagine this whole charade was a part of some accountability initiative. Through the computer some drone somewhere can see when I came into the office, how quickly she got to me, how long our transaction took place, and that I refused further service. That's a lot of information to be analyzed. If you consider the hundreds of thousands who walk into the Social Security Administration Offices everyday with their thousands of issues, this system will give them a lot of good information which may help with future services and products.

At the same time, being the only one in the room and being told to take a number is the stuff of unimaginative cartoons. Gary Larson would have been too bored to make it a panel on "The Far Side." Butcher shop mentality meets government accountability, it's our tax dollars at work.