An Open Letter From the Director to the OAH

by Cliff J. Vanell, Director Vol. 14 January 2000

To the Staff and Administrative Law Judges of the Office of Administrative Hearings:

How many people assume that “good enough for government work” means something less than up to par?

But let us look again at the grammar. It can just as easily mean that something meets a higher standard (as in the old tuna commercial, “Sorry Charley, only the best is good enough for Starkist.” ) So it always comes down to us. It is our own personal concept of government that lies at the heart of what is “good enough.” That concept affects our image of ourselves as public servants and how the public perceives us.

When visiting Madison, Wisconsin for a recent meeting of directors of OAH-style agencies, I was struck by the beauty and majesty of the Wisconsin statehouse. Imagine the capitol building in Washington, D.C. with four rather than only two wings radiating from the central dome. Picture in your minds the Senate and House chambers each dominated by massive stained glass domes, the rotunda detailed with inlaid marble and mosaics backed with gold tile representing justice and other civic virtues. Imagine yourselves dwarfed by colossal figures overlooking the city from the exterior of the dome. The visual splendor, careful design and an unerring sense of proportion and color result in a warm and vibrant public space. But even more impressive than the structure is the motive behind its construction: it was to be a temple to democracy, a monument to the concept of people governing themselves, a reflection of the nobility of citizenship.

But buildings are just buildings. Government is made up of living institutions. That is really how we judge it. The flipside (downside?) of “we the people” is that to the extent we feel cynical about government, to that degree we have lost confidence in ourselves. Our feeling about government is colored in large part by those we have contact with. So we in government have a pivotal role in our fellow citizens’ quality of life, far beyond merely getting the job done.

But what does all of this mean, practically speaking? It means that the only thing “good enough” for government is excellence.

More specifically, it means that when citizens contact the OAH they receive prompt and accurate information. It means accessibility. It means a pleasant environment and courtesy.

It means that we remember that every case is the most important case to the parties involved. It means an unwavering sense of fairness and impartiality. It means patience and understanding for those who are unfamiliar with the hearing process.

It means continuing investment in education for the judges and staff. It means being self-critical as an agency, in always trying to find a better, faster, smarter way to provide service. It means implementing new ideas quickly, failing quickly if that is the case, until we get it right.

As we close out another year, I can attest that you have all indeed contributed to your community’s quality of life by all the hearings, decisions, case management, agency liaisoning, and citizen contacts that have all gone into nurturing and supporting people’s trust in their government, and, thereby, in themselves. Your efforts are attested to by your fellow citizens in their evaluations. As a fellow citizen, let alone as the director, I thank you.

But we are not perfect, and we on occasion fall short of our own standards. It reflects the reality of any human endeavor. To measure up to the legitimate expectations of our fellow citizens must remain a personal challenge for each of us.

Two quotes are being hung in the OAH which I think reflect what we have experienced:

“We are what we do repeatedly, therefore excellence it is not a single act, but a habit.” (Aristotle)

“People may not remember what we say, but they will always remember how we made them feel.” (Leo Buscaglia)

The first quote addresses the constancy that we must strive for, while the second reminds of the impact that we inevitably have. It is my hope that they inspire you as you have inspired me. I wish you all the best in the new year and pledge my support for you as you labor to provide full, fair, impartial, independent, prompt hearings for all who come before us.