I’d like everyone in the audience to close their eyes take a deep breath and
close their eyes take a deep breath and
close their eyes take a deep breath and relax and think about the word
relax and think about the word
relax and think about the word government okay you can open your eyes
government okay you can open your eyes
government okay you can open your eyes my guess is you didn’t get a warm and
my guess is you didn’t get a warm and
my guess is you didn’t get a warm and fuzzy feeling we’re living in a time of
fuzzy feeling we’re living in a time of
fuzzy feeling we’re living in a time of unprecedented and dangerous mistrust
unprecedented and dangerous mistrust
unprecedented and dangerous mistrust between Americans and their government
between Americans and their government
between Americans and their government this is a serious problem for everyone
this is a serious problem for everyone
this is a serious problem for everyone and truly throughout our country I’m
and truly throughout our country I’m
and truly throughout our country I’m gonna explain how we got here and how we
gonna explain how we got here and how we
gonna explain how we got here and how we start to regain that trust but first a
start to regain that trust but first a
start to regain that trust but first a little bit more about the problem
little bit more about the problem
little bit more about the problem according to a 2017 survey from the Pew
according to a 2017 survey from the Pew
according to a 2017 survey from the Pew Research Foundation only 20% of
Research Foundation only 20% of
Research Foundation only 20% of Americans trust the government in
Americans trust the government in
Americans trust the government in Washington to do what is right most of
Washington to do what is right most of
Washington to do what is right most of the time and 74% believe elected
the time and 74% believe elected
the time and 74% believe elected officials put their own personal
officials put their own personal
officials put their own personal interests ahead of the country’s when
interests ahead of the country’s when
interests ahead of the country’s when you ask people about their state and
you ask people about their state and
you ask people about their state and local governments you get better numbers
local governments you get better numbers
local governments you get better numbers but they’re still not great according to
but they’re still not great according to
but they’re still not great according to a Gallup study last fall only six in ten
a Gallup study last fall only six in ten
a Gallup study last fall only six in ten Americans say state government has the
Americans say state government has the
Americans say state government has the capacity to handle their problems and
capacity to handle their problems and
capacity to handle their problems and just slightly less seven in ten trust
just slightly less seven in ten trust
just slightly less seven in ten trust local governments these numbers may be
local governments these numbers may be
local governments these numbers may be better than Washington’s but they tell
better than Washington’s but they tell
better than Washington’s but they tell us that too many people are disengaged
us that too many people are disengaged
us that too many people are disengaged disillusioned
disillusioned
disillusioned disgusted or disinterested in the
disgusted or disinterested in the
disgusted or disinterested in the decisions that affect all of their lives
decisions that affect all of their lives
decisions that affect all of their lives anytime you see a trend line like this
anytime you see a trend line like this
anytime you see a trend line like this you hope it’s about costs or taxes
you hope it’s about costs or taxes
you hope it’s about costs or taxes otherwise you have a big problem
otherwise you have a big problem
otherwise you have a big problem and it wasn’t always this way the
and it wasn’t always this way the
and it wasn’t always this way the presidents of the 50s and the 60s fanned
presidents of the 50s and the 60s fanned
presidents of the 50s and the 60s fanned the flames of my own personal love of
the flames of my own personal love of
the flames of my own personal love of public service as they did for so many
public service as they did for so many
public service as they did for so many people when President Eisenhower and
people when President Eisenhower and
people when President Eisenhower and President Kennedy were in office with
President Kennedy were in office with
President Kennedy were in office with them the best and the brightest often
them the best and the brightest often
them the best and the brightest often joined them and the country felt that
joined them and the country felt that
joined them and the country felt that service and joining government was a
service and joining government was a
service and joining government was a calling where you could do the most good
calling where you could do the most good
calling where you could do the most good for the greatest number of people so I
for the greatest number of people so I
for the greatest number of people so I did everything I could to follow that
did everything I could to follow that
did everything I could to follow that calling
calling
calling I majored in political science and
I majored in political science and
I majored in political science and economics I went to graduate school in
economics I went to graduate school in
economics I went to graduate school in Washington DC I went into government
Washington DC I went into government
Washington DC I went into government service as a White House intern and then
service as a White House intern and then
service as a White House intern and then I joined the New York City Budget Office
I joined the New York City Budget Office
I joined the New York City Budget Office I was inspired to follow this path even
I was inspired to follow this path even
I was inspired to follow this path even if it meant making a fraction of the
if it meant making a fraction of the
if it meant making a fraction of the salary I could have made in the private
salary I could have made in the private
salary I could have made in the private sector like my friend who went to one of
sector like my friend who went to one of
sector like my friend who went to one of Madison Avenue’s premiere advertising
Madison Avenue’s premiere advertising
Madison Avenue’s premiere advertising agencies so while I was out crunching
agencies so while I was out crunching
agencies so while I was out crunching numbers and working on tough issues she
numbers and working on tough issues she
numbers and working on tough issues she was writing jingles for Hawaiian Punch
was writing jingles for Hawaiian Punch
was writing jingles for Hawaiian Punch so you could imagine what it was like
so you could imagine what it was like
so you could imagine what it was like for me to go with her to a party when
for me to go with her to a party when
for me to go with her to a party when people talked about their jobs they
people talked about their jobs they
people talked about their jobs they wanted to hear about her odd jingles in
wanted to hear about her odd jingles in
wanted to hear about her odd jingles in her fancy office on Madison Avenue and
her fancy office on Madison Avenue and
her fancy office on Madison Avenue and they thought what I did wasn’t
they thought what I did wasn’t
they thought what I did wasn’t prestigious because of this sure
prestigious because of this sure
prestigious because of this sure I advise fruit but with 10% fruit juicy
I advise fruit but with 10% fruit juicy
I advise fruit but with 10% fruit juicy taste taste now my timing wasn’t the
taste taste now my timing wasn’t the
taste taste now my timing wasn’t the best my friend was working on Madison
best my friend was working on Madison
best my friend was working on Madison Avenue during the Golden Age of
Avenue during the Golden Age of
Avenue during the Golden Age of advertising and while public trust in
advertising and while public trust in
advertising and while public trust in government peaked in the Kennedy era
government peaked in the Kennedy era
government peaked in the Kennedy era which is what inspired me by the time I
which is what inspired me by the time I
which is what inspired me by the time I arrived that trust was beginning to fall
arrived that trust was beginning to fall
arrived that trust was beginning to fall national Watergate scandal and at the
national Watergate scandal and at the
national Watergate scandal and at the local level for me in New York City New
local level for me in New York City New
local level for me in New York City New York was facing bankruptcy
York was facing bankruptcy
York was facing bankruptcy after years of fiscal mismanagement
after years of fiscal mismanagement
after years of fiscal mismanagement here’s one of the most famous newspaper
here’s one of the most famous newspaper
here’s one of the most famous newspaper front pages in New York City history
front pages in New York City history
front pages in New York City history which sums up how everyone from our
which sums up how everyone from our
which sums up how everyone from our federal government to our neighbors down
federal government to our neighbors down
federal government to our neighbors down the street had lost faith in the city’s
the street had lost faith in the city’s
the street had lost faith in the city’s ability to function and that brings us
ability to function and that brings us
ability to function and that brings us back to today where 20% of the people
back to today where 20% of the people
back to today where 20% of the people who trust government in Washington to do
who trust government in Washington to do
who trust government in Washington to do what is right all the time I think there
what is right all the time I think there
what is right all the time I think there are two main reasons why we are in the
are two main reasons why we are in the
are two main reasons why we are in the place we are and the good news is we can
place we are and the good news is we can
place we are and the good news is we can do something about both first there’s a
do something about both first there’s a
do something about both first there’s a huge flaw in the system where we operate
huge flaw in the system where we operate
huge flaw in the system where we operate basically as a monopoly without
basically as a monopoly without
basically as a monopoly without competition no one has the incentive to
competition no one has the incentive to
competition no one has the incentive to be innovative and responsive that means
be innovative and responsive that means
be innovative and responsive that means the government often doesn’t think of
the government often doesn’t think of
the government often doesn’t think of itself as a service provider the way
itself as a service provider the way
itself as a service provider the way many businesses do and we need to think
many businesses do and we need to think
many businesses do and we need to think more this way now government doesn’t
more this way now government doesn’t
more this way now government doesn’t have the funding and the flexibility of
have the funding and the flexibility of
have the funding and the flexibility of the private sector either we can’t get
the private sector either we can’t get
the private sector either we can’t get an angel investor an IPO to finance a
an angel investor an IPO to finance a
an angel investor an IPO to finance a promising new service but that’s a
promising new service but that’s a
promising new service but that’s a different talk for a different time
different talk for a different time
different talk for a different time second people aren’t interacting with
second people aren’t interacting with
second people aren’t interacting with their government or the way they used to
their government or the way they used to
their government or the way they used to Harvard professor Robert Putnam tracks
Harvard professor Robert Putnam tracks
Harvard professor Robert Putnam tracks some discouraging numbers in how we
some discouraging numbers in how we
some discouraging numbers in how we interrelate and
interrelate and
interrelate and last 25 years Americans have seen a 58
last 25 years Americans have seen a 58
last 25 years Americans have seen a 58 percent drop in people attending
percent drop in people attending
percent drop in people attending meetings a 43 percent drop in family
meetings a 43 percent drop in family
meetings a 43 percent drop in family dinners and a 35 percent drop and simply
dinners and a 35 percent drop and simply
dinners and a 35 percent drop and simply having friends over we increasingly
having friends over we increasingly
having friends over we increasingly spend more time with our screens first
spend more time with our screens first
spend more time with our screens first TV then smartphones instead of being
TV then smartphones instead of being
TV then smartphones instead of being with each other and this matters because
with each other and this matters because
with each other and this matters because engaged communities provide the feedback
engaged communities provide the feedback
engaged communities provide the feedback the government can use to do its job
the government can use to do its job
the government can use to do its job well and that cycle of lost trust and
well and that cycle of lost trust and
well and that cycle of lost trust and discouragement is continuing to spiral
discouragement is continuing to spiral
discouragement is continuing to spiral let’s look at the first issue and I
let’s look at the first issue and I
let’s look at the first issue and I think back to my Madison Avenue friend
think back to my Madison Avenue friend
think back to my Madison Avenue friend for a second she wouldn’t be writing
for a second she wouldn’t be writing
for a second she wouldn’t be writing those jingles any more businesses have
those jingles any more businesses have
those jingles any more businesses have adapted to continue to meet customer
adapted to continue to meet customer
adapted to continue to meet customer demands and advertising now tries to
demands and advertising now tries to
demands and advertising now tries to reach people at a more personalized
reach people at a more personalized
reach people at a more personalized level that allows for instantaneous
level that allows for instantaneous
level that allows for instantaneous feedback from its customers
feedback from its customers
feedback from its customers my friend would be doing a social media
my friend would be doing a social media
my friend would be doing a social media strategy letting Hawaiian Punch reach a
strategy letting Hawaiian Punch reach a
strategy letting Hawaiian Punch reach a target audience who could then get the
target audience who could then get the
target audience who could then get the attention of the company’s senior
attention of the company’s senior
attention of the company’s senior leaders the ad industry has changed
leaders the ad industry has changed
leaders the ad industry has changed however government hasn’t adapted in the
however government hasn’t adapted in the
however government hasn’t adapted in the same pace this is true across our
same pace this is true across our
same pace this is true across our economy customer ratings are embedded
economy customer ratings are embedded
economy customer ratings are embedded and almost every purchase that we make
and almost every purchase that we make
and almost every purchase that we make online and the expectation for immediate
online and the expectation for immediate
online and the expectation for immediate customer service continues to grow and
customer service continues to grow and
customer service continues to grow and rightfully so now I know what you’re
rightfully so now I know what you’re
rightfully so now I know what you’re thinking when it comes to government
thinking when it comes to government
thinking when it comes to government service but it’s not that the people who
service but it’s not that the people who
service but it’s not that the people who work in government don’t care in fact
work in government don’t care in fact
work in government don’t care in fact it’s just the opposite they are highly
it’s just the opposite they are highly
it’s just the opposite they are highly mission oriented data from the Journal
mission oriented data from the Journal
mission oriented data from the Journal of Public Administration and research
of Public Administration and research
of Public Administration and research theory shows that government workers are
theory shows that government workers are
theory shows that government workers are especially drawn to the mission of the
especially drawn to the mission of the
especially drawn to the mission of the organizations that they work for even
organizations that they work for even
organizations that they work for even more so than their colleagues in the
more so than their colleagues in the
more so than their colleagues in the private sector so how do we get
private sector so how do we get
private sector so how do we get government better connected to its
government better connected to its
government better connected to its customers much is the business
customers much is the business
customers much is the business has done after 40 years of working in
has done after 40 years of working in
has done after 40 years of working in both the public and the private sectors
both the public and the private sectors
both the public and the private sectors I found the only way that you can do
I found the only way that you can do
I found the only way that you can do this is by changing the culture of the
this is by changing the culture of the
this is by changing the culture of the organization by making a deeper
organization by making a deeper
organization by making a deeper connection to the employee sense of
connection to the employee sense of
connection to the employee sense of purpose and the people that they serve
purpose and the people that they serve
purpose and the people that they serve you need clear goals to prioritize
you need clear goals to prioritize
you need clear goals to prioritize improving customer service but this must
improving customer service but this must
improving customer service but this must come with the right tools the right
come with the right tools the right
come with the right tools the right training to allow people to achieve
training to allow people to achieve
training to allow people to achieve those goals too often government leaders
those goals too often government leaders
those goals too often government leaders set lofty goals maybe to get reelected
set lofty goals maybe to get reelected
set lofty goals maybe to get reelected but don’t do the hard work in the
but don’t do the hard work in the
but don’t do the hard work in the background to make those things actually
background to make those things actually
background to make those things actually happen as a lieutenant governor in
happen as a lieutenant governor in
happen as a lieutenant governor in Colorado I office also serve as the
Colorado I office also serve as the
Colorado I office also serve as the state’s chief operating officer a role
state’s chief operating officer a role
state’s chief operating officer a role that’s common in the business world but
that’s common in the business world but
that’s common in the business world but not so much in government and I spend a
not so much in government and I spend a
not so much in government and I spend a lot of my time on the work that’s in the
lot of my time on the work that’s in the
lot of my time on the work that’s in the background it isn’t glamorous but it
background it isn’t glamorous but it
background it isn’t glamorous but it helps our departments better understand
helps our departments better understand
helps our departments better understand how to serve our customers this starts
how to serve our customers this starts
how to serve our customers this starts out by clearly communicating that
out by clearly communicating that
out by clearly communicating that customer service is central to who we
customer service is central to who we
customer service is central to who we are what we are and what we do let me
are what we are and what we do let me
are what we are and what we do let me tell you about our specific efforts
tell you about our specific efforts
tell you about our specific efforts we’ve established a program of Governors
we’ve established a program of Governors
we’ve established a program of Governors fellows to recruit private sector
fellows to recruit private sector
fellows to recruit private sector leaders into key government roles which
leaders into key government roles which
leaders into key government roles which helps us bring the best in customer
helps us bring the best in customer
helps us bring the best in customer oriented thinking into government our
oriented thinking into government our
oriented thinking into government our fellow spend their time learning what
fellow spend their time learning what
fellow spend their time learning what it’s like to be in government and then
it’s like to be in government and then
it’s like to be in government and then work directly with the governor with me
work directly with the governor with me
work directly with the governor with me and our senior team on developing
and our senior team on developing
and our senior team on developing solutions to the challenges of running
solutions to the challenges of running
solutions to the challenges of running our state our goal is to create a
our state our goal is to create a
our state our goal is to create a nonpartisan pipeline of leaders and our
nonpartisan pipeline of leaders and our
nonpartisan pipeline of leaders and our initial results are encouraging
initial results are encouraging
initial results are encouraging one fellow has joined our state as an
one fellow has joined our state as an
one fellow has joined our state as an executive director of one of our largest
executive director of one of our largest
executive director of one of our largest cabinet agencies the Department of
cabinet agencies the Department of
cabinet agencies the Department of Revenue and another has joined one of
Revenue and another has joined one of
Revenue and another has joined one of our numerous boards and commissions
our numerous boards and commissions
our numerous boards and commissions those people are managing or overseeing
those people are managing or overseeing
those people are managing or overseeing billions of dollars that are critical to
billions of dollars that are critical to
billions of dollars that are critical to our state
our state
our state we’ve also helped our existing employees
we’ve also helped our existing employees
we’ve also helped our existing employees by providing training and lean process
by providing training and lean process
by providing training and lean process improvement practices the same practices
improvement practices the same practices
improvement practices the same practices that Toyota used to lower costs and
that Toyota used to lower costs and
that Toyota used to lower costs and improve the safety and performance of
improve the safety and performance of
improve the safety and performance of their vehicles we’ve trained over 3,000
their vehicles we’ve trained over 3,000
their vehicles we’ve trained over 3,000 employees andreen is transforming our
employees andreen is transforming our
employees andreen is transforming our work for example it used to take 114
work for example it used to take 114
work for example it used to take 114 days for a pharmacist to get licensed to
days for a pharmacist to get licensed to
days for a pharmacist to get licensed to practice we’re now down to 18 we’ve
practice we’re now down to 18 we’ve
practice we’re now down to 18 we’ve established an academy that trains our
established an academy that trains our
established an academy that trains our top leaders on how to create and
top leaders on how to create and
top leaders on how to create and implement a high quality strategic plan
implement a high quality strategic plan
implement a high quality strategic plan with a focus on our customers our people
with a focus on our customers our people
with a focus on our customers our people have appreciated the help our last three
have appreciated the help our last three
have appreciated the help our last three Academy classes have given the program a
Academy classes have given the program a
Academy classes have given the program a 95% plus Net Promoter Score we’re
95% plus Net Promoter Score we’re
95% plus Net Promoter Score we’re embracing data and analytics to attract
embracing data and analytics to attract
embracing data and analytics to attract our work and to stay accountable to
our work and to stay accountable to
our work and to stay accountable to actual quantitative goals as in the
actual quantitative goals as in the
actual quantitative goals as in the business world our Colorado governor’s
business world our Colorado governor’s
business world our Colorado governor’s dashboard lays out a priorities and
dashboard lays out a priorities and
dashboard lays out a priorities and we’re delivering on them for our
we’re delivering on them for our
we’re delivering on them for our customers and we’re pushing the
customers and we’re pushing the
customers and we’re pushing the boundaries of our regular work thinking
boundaries of our regular work thinking
boundaries of our regular work thinking outside the box by putting more
outside the box by putting more
outside the box by putting more government services online leveraging
government services online leveraging
government services online leveraging the latest research in behavioral
the latest research in behavioral
the latest research in behavioral economics and launching a customer
economics and launching a customer
economics and launching a customer service initiative to help some of our
service initiative to help some of our
service initiative to help some of our biggest programs become more customer
biggest programs become more customer
biggest programs become more customer friendly we just recently had our
friendly we just recently had our
friendly we just recently had our one-millionth license renewed online
one-millionth license renewed online
one-millionth license renewed online through a simple online form I’m proud
through a simple online form I’m proud
through a simple online form I’m proud of everything that we do to connect
of everything that we do to connect
of everything that we do to connect people and re-establish trust between
people and re-establish trust between
people and re-establish trust between Colorado’s and their government and this
Colorado’s and their government and this
Colorado’s and their government and this brings me back to the second challenge
brings me back to the second challenge
brings me back to the second challenge where we see people disengaging from
where we see people disengaging from
where we see people disengaging from their communities and feeling more
their communities and feeling more
their communities and feeling more disconnected from government and that’s
disconnected from government and that’s
disconnected from government and that’s where all of you come in there are
where all of you come in there are
where all of you come in there are countless ways you can get more involved
countless ways you can get more involved
countless ways you can get more involved in your community or in your government
in your community or in your government
in your community or in your government and each one of you will help heal the
and each one of you will help heal the
and each one of you will help heal the trust gap just a little and also provide
trust gap just a little and also provide
trust gap just a little and also provide one more chance for government to get
one more chance for government to get
one more chance for government to get feedback from you
feedback from you
feedback from you and then serve you better here are some
and then serve you better here are some
and then serve you better here are some ideas join the PTA pick a cause donate
ideas join the PTA pick a cause donate
ideas join the PTA pick a cause donate money volunteer support a ballot
money volunteer support a ballot
money volunteer support a ballot initiative fill out your customer
initiative fill out your customer
initiative fill out your customer feedback form at the Department of Motor
feedback form at the Department of Motor
feedback form at the Department of Motor Vehicles or government office we really
Vehicles or government office we really
Vehicles or government office we really read these send the letter to your
read these send the letter to your
read these send the letter to your elected official about something you
elected official about something you
elected official about something you liked or a problem you saw spend a few
liked or a problem you saw spend a few
liked or a problem you saw spend a few years actually working in government and
years actually working in government and
years actually working in government and picking up new skills basically stop
picking up new skills basically stop
picking up new skills basically stop thinking that government politics and
thinking that government politics and
thinking that government politics and civil service is simply something you
civil service is simply something you
civil service is simply something you watch on TV or complain to your neighbor
watch on TV or complain to your neighbor
watch on TV or complain to your neighbor about adopt this rule if you care enough
about adopt this rule if you care enough
about adopt this rule if you care enough to tell your friend how something should
to tell your friend how something should
to tell your friend how something should be done better than care enough to take
be done better than care enough to take
be done better than care enough to take constructive action it might only take
constructive action it might only take
constructive action it might only take 10 minutes of your time let’s try this
10 minutes of your time let’s try this
10 minutes of your time let’s try this one more time close your eyes think
one more time close your eyes think
one more time close your eyes think about what you can do you can open them
about what you can do you can open them
about what you can do you can open them think about what it would mean to help
think about what it would mean to help
think about what it would mean to help solve a problem whether it is big or
solve a problem whether it is big or
solve a problem whether it is big or small now that solution can improve the
small now that solution can improve the
small now that solution can improve the lives of many people people you don’t
lives of many people people you don’t
lives of many people people you don’t even know that can happen each one of
even know that can happen each one of
even know that can happen each one of you have the power to make that
you have the power to make that
you have the power to make that difference thank you very much
difference thank you very much
difference thank you very much [Music]
”
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