I was invited to the governor's inauguration this week and wanted to go to pay my respects to Gov. Ben Cayetano and Lt. Gov. Mazie Hirono. Uninviting tone of
inaugural invitationBut inside the invitation was another card telling me in big letters that the invitation was no guarantee there would be a seat for me at the Iolani Palace ceremony. The state explained in detail where I couldn't park, but provided no clue as to where I could park.
I stayed home. I couldn't see blindly searching the civic center for a parking space to get to a seat that may or may not be there for me. It turned out that there were lots of empty seats. I guess I wasn't the only invitee who was scared off by the unwelcoming tone of the invitation.
This is no rap on the governor. I'm sure he has more important things to do than edit inaugural stationery. But it's a longstanding problem that he might want to pay some attention to in his second term.
The thoughtless way state government often communicates with its citizens has produced a widespread perception that the government is uncaring and just plain unfriendly. People believe state agencies are more likely to be an obstacle than a help to them in solving their problems. They believe government procedures are set up for the convenience of the agencies -- not for the people they serve.
Most people have had at least one needlessly unfriendly encounter with government. These unpleasant incidents grate and are as big a reason as the poor economy for the public's lack of confidence in government.
Since the state isn't a business that needs to turn a profit to survive, many agencies seem to think they can get away with arrogant treatment of the public. They should think again. Public confidence and good will are crucial to a governor trying to sell tough policies in hard times -- and to state employees hoping to win support for pay raises.
The problem shows up in bigger ways than poorly worded inaugural invitations. Our reporter Craig Gima this week detailed how single parents are struggling to survive without the checks they depend on because of computer foul-ups and other problems at the state Child Support Enforcement Agency.
Single parents can't get caseworkers on the phone to discuss their late payments, so they have to take time off from work to personally visit the state office. They often leave with little progress toward solving their problem.
Agency officials had excuses, but you get the feeling they have no idea how devastating it is not to receive a check you need to feed your kids, how difficult it is to get a day off from work to deal with it or how frustrating it is to see the day wasted because nothing happens.
A true service-oriented organization wouldn't think of making its computer problems its customers' problems. If a business asked its customers for that kind of patience, it would soon be out of business.
IF the governor wants to make the state government more friendly and helpful to citizens, he has the perfect candidate to take on the project right in his living room.
First lady Vicky Cayetano is the hands-on owner of a successful service business. I've heard her vent about her own frustrations in dealing with state agencies. She knows how to treat customers and communicates it with authority. State agency chiefs would benefit from her experience in satisfying client needs.
Inaugural invitations are no big deal. But if the state can't make an invitation inviting, it doesn't inspire confidence that officials can achieve something more complicated like improving public education.
David Shapiro is managing editor of the Star-Bulletin.
He can be reached by e-mail at editor@starbulletin.com.
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