Veritas Rex

Allen County Recorder John McGauley’s Secret Sauce: Customer Service

Allen County Recorder’s Office decreases work request wait times from 69 days to 3 days

 

Allen County Recorder John McGauley addresses the Conservative Breakfast Club in Fort Wayne on Monday 1/19/09. (c) 2009 Veritas Rex

By Christopher Mann

The office of recorder can be known as the place where a political career sunsets, but for Allen County Recorder John McGauley it seemed like an ideal place to start. Monday morning, McGauley explained to the Conservative Breakfast Club in Fort Wayne how he has spent the past two years changing the recorder’s office from the inside out, reflecting his 2006 campaign platform on improving government efficiency. 

Almost fifteen years after the advent of the internet, according to McGauley, scarcely any of Indiana’s 92 county recorders have built a customer-focused website that does little more than serve as an electronic billboard with contact information and the Recorder’s smiling mug shot.

McGauley changed all that in 2007 with a new website that allows customers to submit work requests online, despite local critics who doubted its feasibility and cost effectiveness. A year later, however, the efficiency maverick cited some pretty impressive metrics: Prior to online service, the Recorder’s office required an average of 67 days to process a work request. Now the web-based office averages 3 days and many times they can offer same-day turn around. 

County Recorder 2.0 and “e-recording”

Every Indiana county has the office of Recorder, charged with the responsibility to maintain public documents, mostly pertaining to property management. The County Recorder is the hub for transactions involving real estate, mining, personal property, mortgages, liens, leases, subdivision plats, military discharges, and personal bonds; historically that has meant a physical trip to the recorder’s office to file and/or access papers. 

The ability to stop visiting the Recorder’s office and just submit paper work over the internet caught some customers off guard, prompting a mix of shock, awe and even outright disbelief. When the office implemented the internet-based system last year, McGauley said customers would sometimes call back irritated over what they thought was too quick of a turn around, fearing that the Recorder’s office lazily rubber-stamped work, which might not pass legal muster, ensuring headaches down the road. McGauley has had to sometimes personally assure customers that their applications had indeed been processed both faster and more accurately thanks to “e-recording.” 

Secret Semantic Sauce: “Customer”

One secret to McGauley’s success might be found in his semantics, especially referencing his office’s users as “customers.” While they’re not technically customers (at least in the classic free market sense of the word, in which a prospective buyer has a real choice between vendors A and B) the use of the word reveals something about this former journalist who watched how local government did and didn’t get its business done. 

McGauley concedes that while government is not a business, it can be helpful to try to think like a business by always looking for opportunities to economize and streamline.

Let the record show…

Now two years into the process, the Allen County Recorder’s office has posted all deed information dating back to 1970, and McGauley wants to post all of the county’s archives dating back to 1841. McGauley confirmed at the Conservative Breakfast Club that he will run for reelection in 2010, hoping that the residents of Allen County will hire him to post more real estate and neighborhood covenant documentation online for public access as well as innovate new efficiencies.

But one wonders if he’ll have the time for another campaign. McGauley says his innovation has piqued the interest of government streamlining advocates around the region, and he is booked through this May for speaking engagements, including an invitation to address the Illinois Association of County Clerks and Recorders. 

Elected officials who can demonstrate doing more with less over the next couple years of lean economic conditions seem best poised for future races. Let the Record show that this north eastern Indiana innovator’s star is rising.

Christopher Mann is a publicist in Fort Wayne, Indiana.

God's Choice Servants Work in Government - Day Seven

  From On Christian Citizenship, by Curt Smith

The story of the Roman centurion (commander of 100 soldiers) is both encouraging and disquieting at the same time.  As we read the narrative found in Matthew 8:5-13, it is unmistakable that this officer of the occupying pagan army is a faith-filled man who receives, perhaps, Christ’s highest compliment aside from John the Baptist.  But the contrast our Lord draws with those who are “supposed” to be spiritually discerning and faith-filled and those in whom he actually finds true faith is a caution for all of us.

This short story centers on the soldier who approaches Christ seeking healing for his servant.  The officer’s concern for his servant is certainly laudable, and coming to Christ shows that he knows where to go for help.  But then, after Christ asks where the servant is so He can go to Him, the centurion says he is unworthy for Christ to be in his home. He encourages Christ merely to command that he be healed, believing that is sufficient to bring about healing.  Hear Christ’s response, beginning at Matthew 8:10:

Now when Jesus heard this, He marveled and said to those who were following, “Truly I say to you, I have not found such great faith with anyone in Israel.

“I say to you that many will come from east and west, and recline at the table with Abraham, Isaac and Jacob in the kingdom of heaven;

“but the sons of the kingdom will be cast out into the outer darkness; in that place there will be weeping and gnashing of teeth.”

Again, a significant government official from the occupying power is not only commended by Christ for his faith, but he is lifted above the entire nation of Israel as an exemplar of spiritual devotion and maturity.  God, of course, could use any number of figures from that time—or any number of occupations, for that matter—to create this teachable moment in Christ’s ministry.  But the Bible captures forever that it was a government employee, a soldier no less, and one serving the pagan government of Caesar.

God's Choice Servants Work in Government - Day Six

  From On Christian Citizenship, by Curt Smith

Tax collectors were among the most loathed New Testament public officials.  They not only cooperated with the occupying armies to collect onerous taxes for Rome, but their job essentially gave them a license to collect far more tax than Rome demanded.  The short story about the chief tax collector named Zacchaeus fits quite nicely the stereotypes many have of government officials. But we see his true heart after he meets Jesus, as detailed in Luke 19.

Christ’s love knows no bounds.  But we have to admit Jesus makes an especially active effort to reach Zacchaeus, even inviting Himself to dinner in his home.  The usual politically-correct crowd grumbled when they heard Christ was going to have dinner with Zacchaeus, a known sinner (see Luke 19:7).  But hear the convert’s words after encountering Christ: 

Zaccaeus stopped and said to the Lord, “Behold, Lord, half of my possessions I will give to the poor, and if I have defrauded anyone of anything, I will give back four times as much.”

And Jesus said to him, “Today salvation has come to this house, because he, too, is a son of Abraham.

“For the Son of Man has come to seek and to save that which was lost.” 

Christ made no exception for government officials.  Indeed, He went out of His way to engage and evangelize this chief tax collector.  We, too, would do well to consider government officials—especially those with a tender and open heart for the things of God like  Zacchaeus—as an evangelism field.  What if we went out of our way to encourage and evangelize civil servants, public safety officers, class room teachers and others involved in public life as an intentional ministry?  Christ certainly did.

God's Choice Servants Work in Government - Day Five

  From On Christian Citizenship, by Curt Smith

In addition to men, God used many women in public roles in Scripture.  Perhaps the best example is Queen Esther, who saved the Jewish people from genocide threatened by royal court intrigue during the reign of King Xerxes I of Persia (modern-day Iran).

This short book bearing the queen’s name comes right after the Book of Nehemiah. It presents a story as gripping and compelling as has ever been presented on Broadway or movie screens.  It is also the only book in the Bible not to directly mention any of the many Biblical names for God.  But from the outset it is clear that Queen Esther, a Jewish woman, serves her God first.  This faithfulness saves God’s chosen people from certain slaughter.

The best known verse of this short writing, Esther 4:14, captures the sense with which we all should live and review our responsibilities—whether to self, God, family, employer or nation.  They come from her trusted relative, Mordecai, who raised her after she was orphaned and counseled her after she became Queen of Persia:

“For if you remain silent at this time, relief and deliverance will arise for the Jews from another place and you and your father’s house will perish. And who knows whether you have not attained royalty for such a time as this?”

This insight from her trusted father-figure emboldens her to approach the king with her concerns about the decree he had been deceived into issuing allowing the wholesale slaughter of her people, the Jews. The king had every right to put her to death for approaching him. Instead, her boldness is rewarded with royal favor (or should we say Divine favor) and the king is convinced to issue a second, separate decree and assists in its rapid dissemination so that the Jewish people are spared.

For the purposes of this study, the significance is that God again works through the agency of government.  He calls a beautiful young women to be queen to a pagan ruler, whose office is used to imperil but then save the Jewish remnant.  Queen Esther, by faithfully serving her God, saved her people and gave significant service to the Kingdom.  Her presence prevented a miscarriage of justice through governing authorities, God’s creation.

God's Choice Servants Work in Government - Day Four

From On Christian Citizenship, by Curt Smith

A little known Old Testament prophet, Nehemiah, is rightly considered the first Secretary of Housing and Urban Development.  His public works project to rebuild the walls of Jerusalem during the reign of King Artaxerxes (circa 450 B.C.) shows again that God’s choicest servants often served in government posts. It also teaches us a magnificent leadership lesson. 

Nehemiah was a cupbearer or wine taster for the king, again the sole sovereign of the superpower of that day.  It sounds like a kitchen job but, to be allowed so close and entrusted with preventing poisoning, he was a trusted servant. Some have likened the position to an officeholder’s chief of staff.  Perhaps that’s a bit of a stretch, but chief of security he certainly was!

In fact, King Artaxerxes knew and liked Nehemiah so much that when he noticed his trusted servant was downcast one day, he asked him what was wrong.  Nehemiah responded that he wanted to help rebuild the walls around Jerusalem and restore order to his ancestral capital.  The king offered to not only let him do so, but to pay the bill for the large public works project and to provide security and political capital to make sure the project was accomplished (Nehemiah 2:7-8).

What follows is literally a miraculous rebuilding of the walls in an amazing 52 days. Nehemiah accomplishes this feat by appealing to people’s self-interest, getting them to rebuild a portion of the wall in front of their home or adjacent to their business or entrance to the ancient city.  Political leaders today often follow this pattern as well; they call citizens of a community or a country to collective action to benefit the common good by explaining how they will benefit personally.  Human nature has changed little since Nehemiah’s day.

Along with the spiritual revival sparked by Ezra as detailed in the book bearing his name (the two books were once combined into one), this work marks the restoration of the Jewish remnant from exile in Babylon to Jerusalem. It is achieved by Nehemiah, the man named governor of Judah by King Artaxerxes.  Nehemiah’s exemplary service to God through government was also used for spiritual revival in the land as well.

Let us challenge our public officials today to discharge their duties in such a way that they call the people to repentance and holiness.

God's Choice Servants Work in Government - Day Three

From On Christian Citizenship, by Curt Smith

There is another exemplary Old Testament figure who excels in government service. His name is Joseph. If there is a criticism of Joseph in the text, it is his pride in his favored place in his father’s heart.  But as we will see, Joseph had much to be proud about.

Joseph’s father is Jacob, the grandson of Abraham, whom the Bible calls the father of our faith.  Jacob’s twelve sons form the twelve tribes of Israel. The family’s obvious dysfunction gives heart to all of us who recognize the effects of the Fall in our own families and flawed parenting.  The fighting and squabbling leads to the brothers selling Joseph into slavery while compounding that crime by reporting back to their father that Joseph had been killed by a wild animal. The false story comes complete with a bloody coat, faked evidence to seemingly confirm his death.

Joseph’s life as a slave is well known to Sunday School students.  So is his fateful encounter with his master’s wife, who tries to entice him into a sexual liaison.  When Joseph flees, leaving behind his coat (there’s something about Joseph and coats), she levels a sexual harassment charge and Joseph is imprisoned.  There again, like Daniel, his management and leadership skills, along with his faith, impress all.

His gifts of discernment soon bring him face-to-face with Pharaoh, the total, unquestioned ruler of Egypt, the lone superpower of that day.  Joseph explains for Pharaoh what a dream means. In so doing, he is appointed prime minister, second only to Pharaoh in all matters of state.  He wisely leads the nation, helping it avoid mass death by famine, and is unexpectedly reunited with his family in one of the most remarkable stories of the Bible (read the narrative beginning at Genesis 41).

When he reveals his identity to his awe-struck brothers, he wisely explains the situation thusly:  “God sent me before you to preserve for you a remnant in the earth, and to keep you alive by a great deliverance” (Genesis 45:7).

Notice that God used government—a pagan empire no less, led by the young Jewish son of Jacob—to provide this deliverance.  He could have used a great man like Job to provide the same circumstances, or fashioned any scenario He might choose as the Sovereign of history.  But God worked through the Prime Minister of Egypt to save humankind, including the patriarchs of the twelve tribes of Israel, whose progeny would become an object of God’s special affection as His chosen people.  And a government official—some might say bureaucrat or politician—was the key to that miracle unfolding. 

God's Choice Servants Work in Government - Day Two

  From On Christian Citizenship, by Curt Smith

The prophet Daniel is best known for his faith in the face of ravenous lions when the king threw him in the pit. He is perhaps the only major Old Testament figure about whom not one negative thing is said (see Daniel 6:4).  The Biblical text records no criticism of his character or conduct.  His faithfulness as a government official in the heathen courts of Babylonian kings after Jerusalem’s destruction and Israel’s exile includes recognition from the Lord Jesus himself as a prophet.  His competence as an administrator and wisdom as a counselor prompted King Darius to name him one of three “presidents” or “commissioners” of the vast empire that included the lands of modern-day Egypt, Iran, Iraq, Israel, Lebanon and beyond.

Daniel, whose very name means “God is my judge,” distinguished himself from the outset as a pious and prudent leader.  Read especially Daniel 1:8-16, where he wisely pursues God while growing in favor and stature among the king’s court.  This pattern is available to us as well, in whatever professional or ministry endeavor we have been called to pursue.

See also how Daniel maintains allegiance to the civil authority while refusing, literally, to bow down to false idols.  Note that when the anxious King Darius comes to the lions’ den, he calls out to Daniel asking if “your God, whom you constantly serve” has spared him.  Daniel responds:  “O king, live forever” (Daniel 6:21).

This reminds us of the teaching of Christ regarding rendering to the state its due and to God His due.  Daniel has a clear grasp on serving his God while also respecting and honoring the civil authority who, by the way, had just put him in the lions’ den to uphold its honor and save face.

We can take heart that God calls His choice servants to serve in public life. For those called to that form of ministry, there is no better role model than Daniel.

God's Choice Servants Work in Government - Day One

  From On Christian Citizenship, by Curt Smith

The Bible confirms the truth of its teachings and the Divine authority of its words in many convincing ways.  Our faith in the Bible’s veracity is encouraged by its unflattering details about its main authors and the major players in God’s unfolding drama.  For example, two of the primary figures and main authors of the Bible, Moses and Paul, are murderers.  King David, too, kills a man to cover up his adultery with Bathsheba.  And Peter indeed thrice denies Christ in our Lord’s deepest time of need.  Given these obvious public imperfections, there’s hope for the rest of us.  But it also is convincing proof that the Bible is not a history book or political manifesto designed to make the people of God look good.  It is the pure, unvarnished truth.

That fact makes the often positive roles government officials play throughout the Scriptures all the more intriguing.  This third focus will examine the worthy work of, and the Bible’s praise for, leaders such as Nehemiah, Esther, Daniel, Joseph and the Roman centurion, all of whom have significant government roles. They are used by God to advance His purposes in remarkable ways.

Their character, commitment and callings will shed important light on the esteem in which God holds government—as well as give us important insights into the qualities we should look for when we vote for leaders for government today.  Deuteronomy 16:18-20 provides the best summary passage for those of us who have the right—nay, the responsibility to vote—and help set the priorities of a government that takes a significant portion of the income we earn:

“You shall appoint for yourself judges and officers in all your towns which the LORD your God is giving you, according to your tribes, and they shall judge the people with righteous judgment. 

You shall not distort justice; you shall not be partial; and you shall not take a bribe, for a bribe blinds the eyes of the wise and perverts the words of the righteous.” 

As we look in greater depth at some of the most approved figures in the Bible, we will see that they embody the characteristics Israel is commanded to look for in its judges. (We note here they also served as magistrates, military generals, spiritual leaders and community organizers.)  We must look for these same qualities in those we would support for public office, whether with public praise or financial support, or in the privacy of the voting booth.

And if you don’t find these qualities in your choices, please consider running for public office yourself.

The Biblical Role of Government - Day Seven

  From On Christian Citizenship, by Curt Smith

If government is good, is God’s idea, and is essential to creating an environment for families to bring forth the next generation and for the church to proclaim the Gospel, how come government was used to kill Jesus?  How can we embrace government as good when it was the instrument of Christ’s death?

There are several answers to such a question, but we cannot lose sight of the concept that Christ needed to come, suffer and die for our sins so that we might be saved.  There is no other route to heaven revealed in the Scriptures.  Given the necessity of Christ’s death, and given the clear teaching that only the state can take life, we should not be surprised that the Roman Empire was employed to execute Christ.

And those of us who study the Bible and seek to follow its teachings should be mindful that the “religious conservatives” of Christ’s day enlisted government to carry out their dirty work.  This fact we learn from John 18:31: “So Pilate said to them, ‘Take Him yourselves, and judge Him according to your law.’ The Jews said to him, ‘We are not permitted to put anyone to death.’” 

The use of the Roman occupiers to carry out the wishes of the religious rulers of the Sanhedrin not only fulfilled prophecy, but it affirms—in a perverse but yet telling way—that government, and government alone, is authorized by God to take life.  As we see throughout Scripture, God follows His own patterns and pronouncements as He unfolds His perfect will and human history.

But what about that verse in Isaiah 9:6, where we are told the government will be upon Christ’s shoulders?  Isn’t that, too, a sweeping indictment of government, showing that it is at enmity with the church and the people of God across time—not just at the crucifixion of Christ at a particular moment in time?

No, we argue.  We see a distinction between Biblical government and unbiblical government.  But that brings us to our third focus, where we will see that many choice servants lauded and honored in both the Old and New Testaments are associated with government—frequently in pagan cultures that are hostile to God on the surface, but are used to achieve His mighty purposes.

The Biblical Role of Government - Day Six

  From On Christian Citizenship, by Curt Smith

Our sixth theme under the focus of the Biblical role of government is the larger task of restraining evil, as distinguished from punishing specific wrongdoing or wrongdoers.  This thought is expressed in the verses we read earlier in Romans 13, particularly verse 3, where we are told government is to be feared by evil.  This is a very important work of government.  Government is a restraint upon evil, which in a fallen world could run amok easily (and too often does) without constraint.

This thought was explored in some detail by the Dutch theologian Abraham Kuyper, who called this idea “common grace.”  The more one leans toward free will or Armenianism, the more acceptable this doctrine is.  The more one leans toward reformed theology or predestination, the harder it is for this doctrine to be embraced.  But whatever terms we use, it is clear from this passage that government restrains evil to some degree.

Of course, as an institution populated with fallen humans, governments, like every family or the church, do not always live up to their high Biblical calling.  In fact, governments are often co-opted to foster evil, which opens up a separate discussion of the necessity of putting our allegiance to God first over ungodly requirements of the state.  But setting that aside, the Scriptures teach that government restrains evil, and this benefits all, the saved and the unsaved.  

This act is critically important to creating an environment in which the Gospel can be proclaimed and taught by the church.  And we see that the church is often among the first institutions to be attacked and persecuted when the ungodly rule. “When the righteous increase, the people rejoice, but when a wicked man rules, people groan,” states Proverbs 29:2. This act—restraining evil—is also essential to the ability of the family to rear the next generation.  

Imagine that the pure, unadulterated evil loosed in the world was unchecked in any fashion.  Whether through governments,—which Scripture clearly teaches God uses for this purpose—or through direct intervention of God in raising some civilizations and toppling others, we realize some restraining mechanism is in place.  All we need to do to see what life would be like without this restraint is to read the final Book of the Bible—Revelation.  Here, in the final throes of Earth’s existence, there is no restraint upon evil until God’s perfect timing brings about his government without end.