Decision Lab: Shifting Perspective in Municipal Decision-making: Being Fair — Increase Quality of Service

The General Manager (GM) of a municipal department was repeatedly getting bad press for the all-too apparent failings in maintaining city roads, drainage, sewage, and water. Continuous breakdowns in water supply, blockages in main drains and sewers were inconveniencing city residents and creating high costs in property damage. City Council was being taken to court for several cases of significant damage exacerbated by its insurer’s reluctance to settle claims promptly or on a…