Publisher's Synopsis
The Presidential Election of 2016 has seen the unprecedented rise of 'outsider' candidates that are running against the government establishment and the status quo. Their success has been credited to widespread anger and frustration over the direction of the country and numerous examples of public sector failures or incompetency in the delivery of essential services in a timely or efficient manner. The computer problems with Obamacare exchanges, wait times at the Department of Veterans Affairs, and the long lines caused by mismanagement at the Transportation Security Administration (TSA) have helped drive voters to support a reality TV celebrity/businessman with no government experience. This memoir of a state career at the California Department of Motor Vehicles (DMV)- an agency historically criticized for automation problems, wait times, and long lines- attempts to explain how we got to this point in our history and what can be done to address the problems in government that have contributed to the rise of these candidates. The author has worked in government for over 40 years and has held middle and senior management positions in four state departments. His experience in multiple fields and disciplines has given him a unique perspective on the growth of the administrative state and the challenges it faces in trying to retain talented staff, leverage technology and meet increasing customer demands. He shares his journey through the bureaucratic labyrinth of state government, explains the negative influence of public employee unions, describes the impact of expanding and unfunded programs by ambitious politicians, and identifies key reform initiatives that could reduce citizen frustration and improve service.
