Pros: great individual contributors who take their jobs seriously
Cons: old-school managerial culture shouting the same old slogans
The city has a lot of talented personnel who would like to see organizational change, but whose managers are largely clueless about how to make that happen. As you might expect in large bureaucracies, the nearly 30 agencies of the city have little communication between themselves, and that's sometimes true within sub-departments of a single agency. The city, like other organizations, confuses "Leadership" and "Management", with the result that nothing substantial takes place. The city's 50+ mayoral appointees are sometimes strongly committed to the performance of their departments/activities, and sometimes not. Customer service is a principle the city has determined to be a top priority, but nobody, from the Mayor's Office on down, seems to make any headway--no internally developed curriculum, no master plan, no nothing. It's too bad, because I believe the city has all the intrinsic elements to move ahead with broad organizational change, but none of the organizational elements to guarantee its success. What a waste!