THE VIRGINIAN-PILOT
Copyright (c) 1995, Landmark Communications, Inc.
DATE: Sunday, July 23, 1995 TAG: 9507210218
SECTION: PORTSMOUTH CURRENTS PAGE: 06 EDITION: FINAL
TYPE: Editorial
LENGTH: Short : 40 lines
Why doesn't the city have some way to get answers to citizens and solutions to their problems before they have to come to City Council?
The question was posed by City Councilman Bernard Griffin at a recent meeting of council, who said issues raised at council sometimes reflect poorly on the city when some of the problems have quick solutions and should be dealt with at a different level.
Mayor Gloria Webb concurred, adding that a citizen will not make an appearance at council if the answer to a problem is available.
``I think they come to us after a long time of trying to get answers,'' she said.
Their concern reflects a general discontent in this city and elsewhere with the performance of bureaucrats.
At one time, the city had an ``ombudsman'' on staff. However, the telephone in that office frequently was unattended and, when it was answered, the person on the other end often could not answer questions or deal with problems.
If the council decides to return to some form of direct ``customer service,'' it must pick a person for the job who has a vast knowledge of the city and its functions. In addition, it must give that person some autonomy to deal with the complaints directly, not through a chain of bureaucratic command that can take weeks and accomplish nothing.
Finding the right person for the job would be the most difficult aspect of setting up a new position to deal with citizen problems and complaints. However, there are longtime city employees who could do the job if they would consider it.
With the city in a state of management flux, this might be the right time to try the ombudsman approach again. by CNB