Accountability Sinks
20th October 2024
In The Unaccountability Machine, Dan Davies argues that organizations form “accountability sinks,” structures that absorb or obscure the consequences of a decision such that no one can be held directly accountable for it. Here’s an example: a higher up at a hospitality company decides to reduce the size of its cleaning staff, because it improves the numbers on a balance sheet somewhere. Later, you are trying to check into a room, but it’s not ready and the clerk can’t tell you when it will be; they can offer a voucher, but what you need is a room. There’s no one to call to complain, no way to communicate back to that distant leader that they’ve scotched your plans. The accountability is swallowed up into a void, lost forever.
This is when you take your complaint to the head of the company, which is usually publicly available information. Don’t hesitate to make yourself a royal pain in the ass.
Once you start looking for accountability sinks, you see them all over the place. When your health insurance declines a procedure; when the airline cancels your flight; when a government agency declares that you are ineligible for a benefit; when an investor tells all their companies to shovel so-called AI into their apps. Everywhere, broken links between the people who face the consequences of the decision and the people making the decisions.
Can you spell F-E-D-E-R-A-L G-O-V-E-R-N-E-N-T? I’m sure you can.