Resident says water problems run deeper

As I’ve been reading the articles about the problems regarding Holly’s water billing system, I’ve noticed that there are some bigger issues emerging than the billing or meter errors. There is an undercurrent that has allowed a relatively mundane problem turn into an administrative tidal wave, and I think it is centered on the culture of our government and how it fulfills its role in the community. 

Although the technical issues of the water billing situation are sure to be resolved, the village government should use this situation to examine itself and determine if it’s really serving the needs of its residents. What is the core mission and purpose of the village, and do the actions and approach they operate on advance this core purpose? I couldn’t easily find any mission statement or statement of values on the village Web site, but the mission is read at numerous meetings of public bodies: 

“The mission of the Holly Village Government is to enhance our community’s quality of life. Our organization strives for quality services, responsive action to citizen requests, and a cost-effective government. We promote citizen participation, proactive decision-making and environmental quality. Most importantly, we shall always serve the citizens of Holly. The Village of Holly will be a prestigious, historical village that is a green residential oasis from the City, and the center of commerce and activity for the region.”

Striving for quality services? Responsiveness to citizen requests? Cost-effective government? Serving the citizens of Holly? Problems emerge, often to no fault of an individual, but is it responsive or cost-effective to allow those problems to be unattended, potentially to balloon into a significant issue? That strikes at the heart of “quality.” If these billing and meter problems were deemed less important than the overall billing process (as has been stated), what does that say about government’s view of its own importance in the face of its water consumers? We already pay water rates well above the reasonable cost of consumption, and now brushing off a few incidental problems has resulted in the taxpayers paying further into an inefficient system. Is that, “serving the citizens of Holly?”

The fact is that Holly citizens are the customers of the government—although there is a necessary monopoly in the water utility market, there is competition from other municipalities who may offer better quality or more efficient services overall.  A business that does not treat every customer as if it’s their only customer will not likely be in business long. The customer may not always be right, but the business needs be responsible to the customer first. If this isn’t the case, then you only need to look at all the “for sale” signs around town as proof that people are not reluctant to go find other places that will serve their needs, including government services.

The village does not enjoy a large staff, but we are very fortunate that we have a staff that is full of dedicated, talented and hard-working employees. Our village employees need to be empowered to not just be a cog in the machine, but to be a member of the team. Every resident or employee concern or observation should not be taken as minor, unimportant or “someone else’s responsibility.” It should be important to everyone, and everyone’s responsibility—an opportunity to innovate, to make things better, to further achieve the village mission. I find it difficult to believe the creativity and talents of everyone in the government couldn’t have been harnessed to find a solution to the technical issues while minimizing disruption to the regular billing process, if that was indeed the case.

This all speaks to the culture of our government. A government interested in its mission, serving its residents, and being proactive and innovative throughout all levels would not face this scope of issues. There would be no need for columns like Janet Leslie’s “Check of Leaks” or the ongoing finger pointing as to who or what is responsible. Problems are solved not just because they are problems, but because they could affect one or all Holly citizens. Holly should use this situation to examine both how and why things are done and make whatever changes are needed in the government to “always serve the citizens of Holly.” Reinventing government starts from the top, the bottom, and the middle, but it has to start, otherwise there will be no more citizens to serve.

Ryan Bladzik
Village of Holly resident