Specialising in failed service delivery

I like to think I could be a specialist in failed service delivery.

I certainly think I've had enough opportunity. After all, I've spent almost 5 years failing in service delivery roles in remote Aboriginal communities.

I know I do a great job at failing when I work for government. That's almost a given.

What I'm not so confident about is whether I can refine my skills even further.

To be a little less obtuse, I have mostly been working in a 'service delivery' way (even though my job specifications have largely been about working in a developmental, or participatory, way).

I'm a fantastic systems operator. I gravitate to systems. I love the complexity of systems. I search for simplicity in systems. I strive to project simplicity. I seek justice through systems.

And systems just love me back. Here, have some more work (we love the way you write). Here, represent us (we love the way you talk). Is there anything else I could do for you? I ask earnestly in return.

But the catch is that systems don't work. Programs don't work. Preprepared solutions don't work. Rules and regulations don't work.

We place enormous trust in systems. We devote enormous energy to systems. In fact, we need systems. But at a local level, and even more so in non-mainstream places, they don't work.

My response. Work harder. Be more responsive to the local. Be simpler. Be more culturally aware. Be more aware.

But that won't work (I know, I've done it).

Fundamentally, service delivery requires supplicants. It asks only that people access the service, or be prepared to be accessed. It holds attention but requires no thought. It asks questions to which it already knows the right answers.

Hence, operating as a service deliverer means I have failed. Spectacularly. Beautifully recorded, succinctly stated failure.

So the answer. Specialise in failed service delivery. Refine the skills of a craft of operating that is so different as to bear no resemblance to what I'm being paid to deliver.

And through real dialogue, real relationships, deliver.