On a daily basis, the prime objective of a municipal government is to efficiently run the operations of the city. The Corporation of Toronto is a very large service organization, with extremely diverse requirements. Like most large corporations, the city of Toronto operates under a standard pyramid structure management system. This structure requires people at the top to make decisions, which roll down until they reach the people at the front lines. While there may be input or advice from the front-line, it often takes a while to reach the top, and sometimes it is ignored.

While the pyramid structure is most common in business and government, there are weaknesses with the strategy. Primarily, a pyramid structure ensures that the most people have the least input.

Inverted Pyramid

The Inverted Pyramid structure recognizes that any organization exists to service its customers. Without customers (or tax-payers!) there is no revenue, and without revenue there is no company. In exchange for revenue, the organization is expected to provide specific and general services.

The people who are best suited to identify and resolve customer requirements are the front-line, the people who actually do the jobs that deliver a service or product. Their needs are paramount, and a support staff is necessary to ensure that the front lines can deliver.

The levels of management are there to ensure that the front lines have the tools and resources necessary to deliver their service. While management must evaluate information and determine strategies, all solutions should move towards the fulfillment of service delivery.

Structured Empowerment

To completely change the cultural operations of an organization is not easy. It takes time for people to grasp their new responsibilities. It takes time to develop guidelines that are effective while allowing creativity. The process is continuous, yet recognizable results may take a year or two.

The business model is also dependent upon the development and acceptance of a common vision. All efforts must be for the good of the organization rather than the comfort of the individual. This business model will succeed only if the people decide to make it succeed.

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