If I've learned nothing else in nearly three decades in government mid-management, the one thing I've learned is: don't bother to make phone calls and ask the staff (whether directly or peripherally involved) whether they're breaking the rules.

Me: "I have a citizen complaint that the <required sign/form/procedure> is not being followed? Did you disregard Departmental policy and my specific direction?"

Predictable Reply: "Of course not, ma'am! We would NEVER do that! We ALWAYS follow policy and ALWAYS do everything you ask EXACTLY as you ask us to do it!"


Yeah, surrrrrre. The only way to resolve questions like this is to close my box of bonbons, get my buns out of the executive chair, and make an unannounced visit to personally look at the frelling sign/form/procedure in action. MY photograph might mean something to my superiors (and maybe even to Mr. Citizen). Asking the foxes for henhouse photos just gives them time to hide the drumstick bones.

~Irish