The Realist Idealist

On a blog aimed at “making good things (actually) happen,” it may be a bit perplexing to see the T.S.A. referenced. Not only are they maligned (or even hated) for the seemingly arbitrary inconveniences they put so many of us through, but it could be argued they don’t actually do that much good either. (Stories like this one abound)

This month, however, the T.S.A. is doing something new. I might even dare to call it (r)evolutionary …at least for a governmental body. Whatever you call it, it’s an awesome example of how an organization (or governmental entity) can work with people as opposed to over them.

On 30 Jan the T.S.A. launched its new blog for - get this - TRAVELERS - in an effort to increase transparency and connection to people who have to put up with them. Really though, what they’ve done is move toward radical transparency rather than simple blog launch.  And that’s something to be noted in a governmental body.

http://www.tsa.gov/

Love them or hate them, the T.S.A. does ultimately keep millions safe every year despite the frustrations associated with the service, and in accordance with their mission, these new measures are designed not only to give all of us a chance to respond (i.e. increase customer service) but also be a measure that will ensure even greater safety in airports.

Says Kip Hawley, the director of T.S.A., “What you want is a calm environment where you can do your job without being hurried or hassled, and where passengers are calm and understand the process,” Mr. Hawley continued. “In order to really engage with the passengers and get them on our side, we have to be transparent and they have to have some trust.” On the blog, “we let you say what you want, and we get to push back at you. And we’ll see where it takes us.”

There are few organizations that are as disliked as the T.S.A. Statistically the IRS and FEMA are the only two that beat it. If they keep doing things like this, though, I think we’ll start to see a turn around.

Even better is the opportunity folks like us will have to point to TSA’s radical transparency as an example for other large organizations (or parts of the gov’t) to adopt.

For more on the T.S.A’s blog read this NYT piece.

What are some of the other companies, organizations, or governmental divisions that should do this?