Ethics Discussion Group - Holy Innocents

A City That Works - May 5, 2008

This group was made up of eight people from throughout the city as well as the local neighborhood. They focused on honesty and integrity as major concepts, and were particularly concerned with corruption. Transparency of government, and the need for all levels of government to earn the public's trust was paramount. They were quite clear that government needs to be open and report directly to the people. While skeptical, this group reflected hope for, and pride in Philadelphia's future. 

What does this goal mean to you?

• “It will create positive change.”

• “The lack of ethics is demoralizing and unfair.”

• “Honor…Integrity.”

• “Because of the corruption in zoning”!

• “The decrease in ethics means an increase in community apathy. There is a need for inclusiveness and accountability.”

• “Ending, and not tolerating, corruption.”

• "Ethics equals accountability.”

• “Promoting right relationships.”

Performance measures (What success would look like):

• Develop agreed upon standards of behavior for city government and all departments. Create a Citizen’s Review Board, the citizens of which would be convened the same way juries are convened. The citizens would, using the established standards, evaluate departments and government and issue a public report card indicating “pass or fail”. Redress and correction would be solution focused and depend on the nature of the failure. This would enable accountability.

• Any accountability system that is transparent should publicly:

→ Identify problems.

→ Identify interventions.

→ Achieve expected resolutions.

→ Provide consequences for not meeting expectations.

• These problems should be made public and tracked from the initial report through to resolution, using computer access and media publication easily available to consumers.

• Establish independent audits and evaluations on a random (without notice) basis with a “pass/fail” report card that also allows for public observation from start to resolution.

Customer-service standards:

• Integrity:

→ Friendly service.

→ Be respectful.

→ Knowledgeable service.

→ Cohesive, not fragmented, service.

→ Be “professional.”

• Provide follow-up calls to citizens.

• Be competent.

• Decrease bureaucracy as much as possible.

• Treat people equally and fairly.

• Be courteous.

• Be responsive on a timely basis.

• Educate the public on how to use the 311 system appropriately.

• City and 311 workers should identify themselves at least by a reference number and provide a tracking number for the citizen’s request or complaint.

• City and 311 workers need to have a multi-lingual capacity as well as cultural competence and sensitivity.

• 311 calls should be taped, monitored and, there should be management available for immediate redress and answers, if necessary.

• Have capacity to answer questions without excessive “re-connecting” or delays.

• Have 311 also available “on-line.”

• Replace “I don’t know” with “I’ll find out.”