"While on this vacation, I discovered at 6:30 one morning that my wallet had been lost or stolen. Normally, this would have ruined my day. But by 8:30, using the hotel's Internet access and dialing some 800 numbers, I was able to order up three new credit cards, a new bank card and a new driver's license. When I returned home two days later, I found the replacement license from the D.C. Department of Motor Vehicles in the mailbox. (Honest!) All the other cards arrived within the next two business days."Back to Verizon--his wife was sold a one-stop solution for phones and Internet, but there wasn't good communication within Verizon on the different pieces. Pearlstein rightfully complains, but as a bureaucrat that's what you have to expect. It's much easier to present one face to the customer if the face is really a mask than to reengineer the reality.
Friday, February 03, 2006
DC Government More Efficient Than Private Business
Steven Pearlstein writes in the Post about his problems with bureaucracies, particularly Verizon. But he includes this nugget: