Tag Archives: lean management

Just Another Sad Example of Scott Administration Fecklessness

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This isn’t a big deal. It’s not nearly as consequential as the Scott administration’s fumbling (and/or deliberately sabotagey) response to widespread homelessness or its stubborn stay-the-course policy on substance use or its failure to produce a coherent policy on public education or its coddling of subpar administrators. But it’s yet another entry in the big fat ledger of incompetence that the administration is assembling.

I’m talking about Auditor Doug Hoffer’s latest audit (downloadable here), which reviews how the Department of Health’s Food and Lodging Program has been addressing complaints about unsafe or unclean conditions at our state’s hospitality businesses. “Examples include,” his cover letter helpfully enumerates, “complaints alleging bedbug infestations… serving expired food, and handling ready-to-eat food with bare hands.” Hoffer found that the Program often failed to respond promptly to complaints or make sure that offending businesses obeyed improvement orders.

Reminder that the tourism industry is a cornerstone of our economy and public image. It ain’t great if a tourist family comes down with food poisoning or checks into a charming B&B only to find that the beds are full of crawly, bitey things. The Food and Lodging Program is there to safeguard public health and to undergird the state’s tourism industry. Complaints and inspections might be a buzzkill, but they are necessary to ensure that visitors have a positive experience while they’re here.

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The Brave, the Bold, and The Bleh

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Our brand new lieutenant governor has yet to learn the fine art of sitting within camera range during a big event. During Gov. Phil Scott’s budget address Tuesday, John Rodgers spent most of his time looking bored, which isn’t a great thing when he’s supposedly cheerleading for his fellow Republican,.

In fairness to Rodgers, it wasn’t the most inspiring of occasions. Scott’s much-touted budget address was kind of a tepid affair. The freshly reinforced Republican ranks in the House and Senate gave the governor some hoots and whistles as he entered and departed, but only managed a pair of half-hearted standing ovations during the speech.

I guess we shouldn’t expect anything different after eight years of this guy. But he and his minions have been talking a lot about bold action in 2025. And while there were bits of bravery peeking out here and there — like pushing his fairly radical public school reorganization plan and officially calling for a full retreat on climate action* — there was a hell of a lot more incrementalism. A whole bunch of initiatives with teeny-tiny price tags (on the scale of a $9 billion dollar budget), many more in $2-3 million range than anything truly impactful.

*”Brave” and “stupid” are not mutually exclusive.

There was also one huge omission. Scott never once mentioned the threat posed by Donald Trump to the federal funding that pays for so much of what state government does. He didn’t address any contingency planning or possible budgetary adjustments. It was a glaring omission on the very day when VTDigger reported that Team Scott “is trying to understand the potentially sweeping statewide impact” of Trump’s broad freeze on federal spending.

Maybe that’s because many of Vermont’s new Republican lawmakers are diehard Trumpers, and Scott might have gotten an unfortunate reaction from his “friends” if he said anything that even hinted at criticism of Trump’s scorched-earth approach to governance.

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Less “Lean Management” Than “Mean Management”

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There have been numerous examples over the years of Phil Scott’s failure to build an effective bureaucracy in spite of his promises to lower the cost of government and improve the delivery of services The latest, and perhaps most outrageous, is the unconscionable handling of the extended emergency motel voucher program. As reported by VTDigger, the Scott administration is now requiring recipients to recertify once a week — and is making it damn difficult to comply by woefully understaffing its call centers and offices.

There are two possible explanations for this. Either the administration is doing its best to torpedo an extension it never wanted in the first place, or it has deliberately resource-starved the Department of Children and Families to the point where DCF can’t properly do its job. Either way, it’s inexcusable. As is the desperate display of blame-shifting put on by DCF functionary Miranda Gray.

It’s not our fault, she told VTDigger. It’s recipients’ fault for not being persistent enough or not answering the phone when DCF gets around to calling them back. It’s a caseworker’s fault for not communicating with DCF (through its terrible call center). Recipients who can’t get through by phone should go to a field office (but at least one recipient was forced to wait for hours and hours at a field office). It’s the Legislature’s fault for setting the rules (yes, they opened the door to weekly check-ins but (a) the admin sets the rules and (b) the mismanagement of the call system is all on YOU).

Meanwhile, recipients are waiting hours upon hours and living constantly in fear of losing their shelter. All because YOU couldn’t fully staff a call center after increasing your own workload by mandating weekly check-ins.

Also meanwhile, no one has received a damn dime from a disaster relief fund for the self-employed and independent contractors. And some of the applications seem to have been bungled. Wow, more management failure. And another administration official busily pointing the finger elsewhere.

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The Efficiency Chimera Strikes Again

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It’s magical!

If you had a time machine and chose, not to kill Young Adolf Hitler or have lunch with Jesus or ride horsies with Alexander the Great, but to go back to 2016 and listen to a speech by gubernatorial candidate Phil Scott, you would hear some familiar phrases. “Cradle to Career,” “Affordability,” “Protect the most vulnerable,” stuff he still says all the time.

You would also hear something you couldn’t hear without a time machine because Scott doesn’t say it anymore: “Lean management.” Here’s his campaign pitch, with a specific target number attached:

I believe we can reduce the operational cost of every agency and department by one cent for every dollar currently spent, in my first year in office. Saving one penny on the dollar generates about $55 million in savings. 

Yeah, well, then he got elected and things became much harder. This is what usually happens when a businessperson enters public office convinced that big savings are ripe for the picking, if only a little common-sense efficiency is applied.

The actual results have been embarrassingly puny. When asked about this back in February, after three years of Scott’s governorship, the administration pointed to $13 million in projected savings in his FY2021 (the year starting 7/1/20) budget. More than one-third of that total was due to the proposed closure of the Woodside juvenile facility, which had nothing to do with lean management.

Actual results: Not $55 million in the first year, but something less than $10 million in year four.

And you have to subtract, from whatever the actual savings were, the costs of training hundreds of state workers in lean management processes. (By the administration’s own accounting, 671 workers and managers in all.)

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