it's wonderful to read someone who has survived the reptilian pace of the public service bureaucracy and has thrived with such an ironic sense of humour. More, please!

Public servants do not exist to serve the public; their primary job is to provide advice to the Minister of the day. Rewards and punishments are given according to the public servant’s fit to the political needs of their Minister.

In the history of public service the counterpoint to this in Australia was the former Overseas Telecommunications Commission. That commission had a clearly defined objective to achieve and so behaviour became dictated by the service they provided Australia. As a QANGO they had the benefit of being removed from political interference; they had a job and could get on with it.

Until the Public Service has clearly defined outcomes in relation to the service provided, and which bind the Minister, that lead to extrinsic rewards according to the effectiveness, efficacy and efficiency with which they are met then abandon all hope of change.

The other issues is that whilst the Public Service is used to hide unemployment then those employed will end up finding stuff to do, and how often is that stuff the things which the public find to be obstructive.

Also be wise in listening to complaints, it is now more the norm that those dealing with applications for permits and the like are less than forthright in their applications. The notion that putting one over the government is fair game inevitably leads to slower processes.