January 2011 – PSleader

January 19, 2011

The Collaborator’s Dilemma

I’ve been thinking a lot lately about collaboration and Game Theory. More specifically I’ve been examining and re-examining the Prisoner’s Dilemma in hopes of learning more about how transparency affects collaboration, and I think I may be on to something.

Primer

Game theory attempts to mathematically capture behaviour in strategic situations (games). The prisoner’s dilemma is a fundamental problem in game theory and demonstrates why two people might not cooperate even if it is in their best interest to do so.

From Wikipedia:

Two suspects are arrested by the police. The police have insufficient evidence for a conviction, and, having separated the prisoners, visit each of them to offer the same deal. If one testifies for the prosecution against the other (defects) and the other remains silent (cooperates), the defector goes free and the silent accomplice receives the full 10-year sentence. If both remain silent, both prisoners are sentenced to only six months in jail for a minor charge. If each betrays the other, each receives a five-year sentence. Each prisoner must choose to betray the other or to remain silent. Each one is assured that the other would not know about the betrayal before the end of the investigation. How should the prisoners act?

January 19, 2011

Great service in government is a science

We hear a lot about great customer service and how important it is becoming again, especially in today’s economy. Last week I attended the San Diego Business Journal’s annual conference on economic trends. One of the speakers stated in no uncertain terms that a key driver of the economic recovery will be the customer experience. The companies that “get it” will thrive while others will continue their downward spirals.

We know that customer service in government is critical too, but not always for the same reasons. Some of what we are here to do (protect the environment, public health, and safety) is enforcement or regulatory in nature, and are not always looking for repeat customers. Then again, some of us are – consider parks, recreation, libraries, and educational programs to name a few. We want people to come back!