The easy answer is that decision making must be decoupled from administration: the former being organic and reflective, the latter linear and structured. . . The rational advocacy of efficiency more often than not produces inefficiency. It concentrates on how things are done and loses track of why. It measures specific costs without understanding real costs.
–John Ralston Saul, Voltaire’s Bastards, pp. 626-7
The other day I returned a call from a fellow at the City of Edmonton’s Drainage Department and found myself in a bit of a Joseph Heller novel, all because I wanted to make a sensible suggestion.
Although Edmonton is a remarkably young city from a built point of view, my neighbourhood’s sanitary sewer system is about a million years old. My neighbourhood also has a substantial part of one of the world’s largest healthy stands of American Elms. Taken together, these two are a recioe for disastrously root-plugged sewer pipes and black sludge spilling onto basement floors.
As well as an ongoing program of replacing or relining these old pipes, the City sensibly has something called “The Root Maintenence Program”. When my house was built over twenty years ago, the builder sensibly put a new, modern sewer line to the property line, tying into the old system there. For as long as I can remember, every twelve to eighteen months a City crew has politely and sensibly come to my house and augered out the roots blocking the old City pipe, sometimes sending a herbicide down the pipe to put a bad taste into the mouth of Old Man Elm.
Last year the main line on our street was relined, leaving only the short million year old lateral between the main line and my property line open to night-soil-seeking tree roots. So, the City crew came again a week or so ago, finding lots of roots again, saving me from a stinking basement, and generally being sensible and polite.
The Root Maintenance Program is a common-sense stop-gap until the sewage system is upgraded — the cost of routinely removing the roots is almost certainly less than emergency overtime and damage claims that would be filed by sludge-flooded homeowners if City trees were allowed to spread with wild abandon through the sewer pipes of the metropolis.
Yes. A sensible stop-gap until the scheduled upgrades proceed.
The evening of the Friday after the crew politely and sensibly augered my main drain, I found a voice mail message from a man at Edmonton Drainage Services.
“The lateral line to your house is going to be relined in the next year or two so you’ve been removed from the Root Maintenance Program. If you have any questions, call me at, etc.”
Oh. In a year. Or two. Every eighteen months the sewer has been on the verge of backing up. If it’s left for two years . . .
The next Tuesday morning I called the number and identified myself.
“Yes, I remember,” the fellow interrupted, and he immediately started into a defensive speech about how there would be no charge . . .
I squeezed in with “No, I just want to make a modest and, I think, sensible suggestion: they’ve been coming to clean it out every twelve to eighteen months and now you say it may be two years before it’s relined. Wouldn’t it make sense to leave me on the Program? Then, if the relining is done in a year, take me off, and, if it’s done in two years, I’ll get one more visit from the crew and be assured of no back up.”
“If you have a back up just call and we’ll clean out the roots. No charge.”
“But I’ll have sewage in my basement. Wouldn’t it be sensible to have me on the program for one more visit?”
“I can’t put you on both lists at once. Once you’re on the relining list you have to be taken off the Root Maintenance list.”
“You can’t put me on both lists?”
“No.” I could sense a “No charge” about to float out.
“So,” I asked, sensibly, I thought, “policies and procedures take precedence over what makes sense?”
“Yes” the fellow replied, without any trace of regret, or irony, or anything other than “that’s a mildly interesting but obvious fact.”
I was speechless for a moment. This fellow was the sort of person John Ralston Saul described in Voltaire’s Bastards: the devotee of the System at the expense of any human consideration, a person who had bought into the idea that the assembly line is more important than the product of the assembly line, that the mission statement is bigger than the mission.
“So, rather than leave me on the list, I have to watch my drain and hope I don’t find sludge in my basement.”
“Call at the first sign of a blockage and we’ll come and clean it out.”
“But I’ll have sewage in my basement.”
“Free of charge.”
I shifted gears and joined the game:
“So, it would make sense for me to just call next summer and say I’ve got a blockage when I don’t actually have one.”
“Yes, that would be a good idea.” No appearance of seeing the mild absurdity of it.
“So it would be a good idea to lie? Okay. I’ll call next summer.”
“If you have any further questions, feel free to call.”
If the Socratic question can still be asked, it is certainly not rational. Voltaire pointed out that for the Romans, sensus communis meant common sense but also humanity and sensibility. It has been reduced to only good sense, “a state half-way between stupidity and intelligence.” We have since reduced it still farther, as if appropriate only for manual labour and the education of small children. That is the narrowing effect of a civilization which seeks automatically to divide through answers when our desperate need is to unify the individual through questions.
Saul, op.cit., p. 630
I’ve told this story to pretty much everyone I know and it has been met with unanimous recognition of the absurdity of rules so slavishly followed that common sense is abandoned. It’s reassuring that we aren’t all Voltaire’s bastards. And yet, the routine maintenance of the physical system is being replaced by emergency maintenance, probable overtime expenses, potential damage claims against the City, all because the Management System says “I can’t have you on both lists at once.”
Saul was depressingly accurate in his description of the dystopia we have created. From the needs of people with disabilities to the fundamental infrastructure underpinning our technological society, I’ve noticed that maintenance of the Rules has come to take absolute precedence over the needs and desires if citizens, over efficiencies of labour and cost, and, at root of it all, over common sense — sensus communis. As individuals we are forced to play the game according to often absurd and arbitrary rules or risk wading through sludge on a winter morning.
It pains me, but I guess I’ll play the game, make a phone call next summer, and lie about some tree roots.
But, tonight I’ll have a slightly bitter laugh or two while watching Gilliam’s Brazil again. But this time I’ll watch it as a documentary.
And I’ll try to remind myself:
“We’re all in it together!”