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<br /> .' A-7
<br /> ~. had less confidence in federal and state government Now, certainly we in government need to enhance
<br /> but trusted local government because it was "closer customer service. Because we all perceive the need
<br /> to the people:' Disenchantment with all major to improve the vending machin.e, local government
<br /> I institutions, particularly government. now affects agencies in the United States and aroLlnd the world are
<br /> local government as well. (See Figure 1 for survey involved in initiatives to improve cLlstomer service,
<br /> results showing "\Vhere Americans Place Their ranging frdOl hiring customer.sensiti\'e employees,
<br /> I Confidence.") In fact, as Chris Cates. president of giving existing employees better training, streamlining
<br /> the National Civic League, has observed, people's procedures, ClItting red tape, and recognizing customer-
<br /> I presumption of "bad intent" on the part of clected service heroes and heroines as role models_ In the
<br /> I officials undercuts their ability to exert leadership community of Brea, California, for example, we take
<br /> ,I in solving community problems. great pride in the Brea Customer Care Commitment.
<br /> 5. The monopoly is dead. Local governments have Even when the city does in fact provide excellent
<br /> belies'ed traditionally that they had a monopoly on customer service, hmvever, there is a fundamental
<br /> I certain service areas. They are, however, discovering problem. Ultimately, the vending-machine model
<br /> that people have a multiplicity of choices. Certainly. undermines people's confidence in and their allegiance
<br /> city and county recreation departments have long to government. Local government becomes illSt another
<br /> I competed with boys' and girls' clubs, ThICAs and service provider among many. It is no longer special and
<br /> YWCAs, private health clubs, and other forms of can no longer demand the public's allegiance. Even
<br /> privately provided leisure activities. But nO\l..', even more troublesome, the vending machine contributes to
<br /> . in the area of public safety, localities no longer have passive consumerism. Localities delluIld nothing more
<br /> monopoly control. Because public police agencies than that customers drop their quarters into the vending-
<br /> have priced themselves out of the market, machine slot. Customers (as opposed to true citizens)
<br /> businesses and organizations no\V hire private only care about their needs and the services they
<br /> . security services, \vhich have seen phenomenal consume; they have no interest in the needs of others.
<br /> growth in the last decade. In short, local governments have turned citizens into
<br /> mere consumers.
<br /> -- Local governments also compete in a market- Finally, the vending machine is based on a deficit
<br /> place as they attempt to retain and attract residents, model. Localities assume that something is wrong with
<br /> businesses, shoppers, tourists, utility and transit users, people or that they have some kind of deficit. By
<br /> service customers, and arts patrons. Public agencies providing services, government tries to fix people. \Vhen
<br /> I compete for people's cooperation and political support, teenagers run away from home, for example, govern-
<br /> whether that support involves complying with codes, ment tries to fix them or their parents by providing
<br /> consen:ing \vater, or paying higher trash fees. Realistic- shelter or family counseling. If a neighborhood
<br /> . allv. local government cannot force people to do complains of graffiti or gangs, local government
<br /> anything unless they are \villing to comply_ Because responds to this deficit with more police.
<br /> citizens are bombarded with communications from all As opposed to the vending-machine idea, the
<br /> sources, local governments must vie for their attention. barn-raising concept (a metaphor developed by Daniel
<br /> I Cities and counties literally must compete on a daily Kemmis in Community and the Politics aiPlace) suggests
<br /> basis for people's hearts and minds. other possibilities for government. In an agrarian society,
<br /> no one family can raise a barn. So they call on their
<br /> I Vending Machine neighbors from miles around. To raise the barn,
<br /> someone hammers; another holds the ladder; and
<br /> versus Barn Raising someone else brings the food. Everyone has his or her
<br /> . 'T'o evaluate the future of local government, we \\,ill have contribution to make.
<br /> to contrast two concepts of government: "the vending The barn-raising approach promotes citizen
<br /> machine" versus "barn raising:' responsibility as opposed to the passive consumption
<br /> The vending machine (a metaphor articulated by of services. When confronted with a problem. people
<br /> I Rick Cole, former mayor of Pasadena, California) is the do not ask, "What is government going to do for us?"
<br /> traditional concept of government as a sen.'ice provider. Rather, they focus on "What are we going to do?"
<br /> The vending machine is somewhat mysterious: people As opposed to the deficit model, barn raising is
<br /> I do not know precisely how it works. They drop in 25 based on an asset model. as described in John
<br /> cents in taxes or fees and expect the machine to dispense 1vlcKnight's '993 publication Building Communities
<br /> fA at least 2; cents in sen.'ices. "Vhen the machine does not from the Inside Out: A Puth To\wlrds Finding and
<br /> work to everyone's expectations, people start cussing at i\lobili.:ing a Community's Assets. To better use the assets
<br /> it and kicking it. SOllnd familiar? of young people, for example, the city of Brea conducts
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