Читать книгу Digital Government Excellence - Siim Sikkut - Страница 31

I often said: be human! When you are in your organization, do not forget that at the end of the day, we are all human. We need to take care of our people in this organization. I have grown up the ladder myself; I was very junior in the organization when I joined the government in 1994. I have seen how people can be treated as juniors, and that is why I made sure that every single senior person in our organization had a proper human relationship with colleagues and teams.

Another aspect about being human is that, as a public servant, we need to put ourselves in the shoes of citizens or residents. Public servants tend to forget at the end of the day that they will receive the same services that they provided during the day. Think about how you want to be treated if you are not part of the service organization. That is why each time we designed a system or a service, we brought in employees from across the organization to shape the design of the service, in addition to going out of the organization to the ground and listening to people.

“Listen with an open mind and heart,” we said. Normally as a public servant, we are so attached to our services, we fight when the client says the service is bad. Just listen to them and go to the ground and test! I find that many of the government leaders, the CEOs themselves, they have never tested their own services. Their office will handle everything for them. Leading the organization, you need to know your kitchen, you need to draw the process maps and know exactly how things are cooked and what is going on. That is why I made sure that everyone in our organization, in SDO, they had less ego and were very down-to-earth when it came to the services that they provided. That they would be very open-minded to listen and hear others to be ready to revisit our services and processes.