Mitch Daniels, Indiana’s Republican governor, is doing very innovative things. To a conservative, it’s often easy to be depressed about the direction of government. Sometimes, the government gets better.
Government is “the last monopoly,” [Daniels] said, and it “lacks accountability.” The only way to make it effective is to “implant” a system of accountability to measure and count results as businesses do, because “what gets measured gets done.” For example, Daniels said, a visit to the Indiana Bureau of Motor Vehicles—the kind of trip most Americans dread—now has an average wait time of eight minutes and ten seconds, down from over 40 minutes. Customer satisfaction has surged to 97 percent. The fact that Daniels refers to patrons of the bureau as “customers” speaks volumes about his corporate mentality.