I started as a civil servant at 18, when I started everything was done on paper, but if you started working a case you did everything, if Mr Smith rang up he spoke to the person who had sent him a letter, who then did everything from start to finish, Mr Smith got a good service & he knew who had helped him & who to speak to if he needed more information or help.
Staff felt valued & cared about what they were doing
Thirty years later most of the job is done by computer & the only work done manually is when something is rejected by the computer, instead of Mr Smith's letter being dealt with in a local office who know what they are talking about, it is swallowed into a system where it could be dealt with 300 miles away from the old local office by someone who has no local knowledge of why the letter has needed to be sent, that person will only do a step of the process before passing the job via the system to another minion who does a bit more then passes it on again. If Mr Smith rings up to ask for progress on his letter he has to spend up to an hour on the phone before he gets to speak to a human being only to be told that they are only a call centre & will pass a message through "the system" . Mr Smith doesn't feel he gets a good service as his enquiry isn't dealt with at point of contact & he doesn't know who to speak to to find out.
Staff don't feel valued & end up not caring about what they are doing. There are targets to be met & whiteboards with figures on in the office showing what has been done & what needs to be done, figures are taken hourly to monitor output & daily meetings with managers are held to discuss why targets aren't being met, managers then go to meetings with their managers to discuss the previous meetings with staff.
Stress levels in jobs now are greatly increased from what they were thirty years ago, staff don't feel they are doing a good job & can't do anything about it, staff are having increased sick leave, suffering from stress related illnesses & poor mental health, staff are leaving, retiring on health grounds or taking early retirement just to get out.
One thing hasn't changed, Mr Smith still wants an answer to his letter.
That's one of the main reasons why more working age people are turning away from working 9-5 till they are retirement age, how work has changed over the last 30 years, they don't feel valued or cared about, if you have worked hard all week but can honestly say that your efforts have been appreciated & have made a difference then that helps you feel that your time hasn't been wasted, it's not just about your wage at the end of the month.
A manager from where I worked decided she had had enough of her job, she took early retirement & to supplement her works pension works at a supermarket in a click & collect cabin for online shopping on minimum wage, she sees regular customers & when they thank her for helping them with their shopping says she feels more valued & appreciated than she ever felt in her career as a civil servant & actually looks forward to going to work.
It's not about what you do or what you earn it's about feeling that your time isn't wasted & what you do feels worthwhile & valued.