Illinois residents can get help with problems ranging from income tax refunds to utility shut-offs.

By George H. Ryan

Government growth and citizens' ability to effectively contend with it seem to be inversely proportional: the more complex government becomes, the less simple many citizens find it to obtain basic services. For this reason, it is helpful for them to have an advocate who cuts through bureaucratic red tape and obtains reasons for what often seem like arbitrary government decisions.

My Citizens' Advocate Program (CAP) was developed on the premise that citizens have the right to have their grievances against government heard and resolved. Soon after assuming office, I became convinced that Illinois needed to revitalize and expand the scope of ombudsman services in State government. The goal is a government that is more accessible, more accountable and more responsive. CAP gives Illinoisans a resource to obtain prompt and thorough consideration of difficulties they are encountering with government.

Be Our Guest

The program was introduced in September, 1983, and has been immensely popular. More than 11,000 complaints and requests were handled last year alone. An estimated 8,000 calls were received on CAP'S toll-free hotline. Our roving CAP booth was present at 13 county fairs from Peoria to Freeport, the Illinois State Fair and numerous other events. Approximately 500,000 residents visited the booth to discuss questions and problems.

A range of problems are addressed through the program. For example, parishioners in a downstate county contacted CAP about the lack of available parking space for Sunday morning church services. Since four churches are located within two blocks, parking was at a premium. Walking great distances from parking spaces to the churches became a safety and a convenience problem, especially for the elderly and persons with young children.

Staff from the Illinois Department of Transportation and CAP ombudsmen joined forces to correct this situation. As a result, churchgoers were granted a Sunday morning exemption to the parking ban on the State highway that runs near the churches.

The frequency with which certain problems recur can serve as a barometer of the bureaucracy's progress in meeting its obligations to the public. When appropriate, this feedback can then prompt meetings with senior department officials to examine how problems might be avoided.

Overall, I have found that the overview of State government which my office affords has well served the CAP program. It brings an awareness of the government-wide services that are available.

In fact, the need for the program was perhaps best pointed out by one State official who noted, "During the last three decades, government at all levels has grown larger and more complex. . . . Individual citizens armed with directories of State agencies cannot cope with this complexity."

Through the Citizens' Advocate Program, citizens have a channel

ABOUT THE AUTHOR: George H. Ryan has been Illinois' Lieutenant Governor since January, 1983.

Illinois Parks and Recreation 16 March/April 1985

through which to resolve their government-related difficulties. It is our goal to ensure that they receive the many government services which are available, and to which the citizens of Illinois are entitled.

Editor's Note - The Citizens' Advocate Hotline — 1-800-252-6584 — is open during normal business hours. Correspondence can be sent to Lt. Governor Ryan at 214 State House, Springfield, IL 62706.

A new face at the IAPD

Todd Owings is the Illinois Association of Park Districts' new student intern.

He will participate in the Illinois Governmental Internship Program through May. During his stay at the IAPD, Todd will become involved in office administration, legislative activities and various publications.

Todd Owings

Todd, 17, is a resident of St. Charles. After he graduates from Central High School in June, Todd plans to attend college and earn a degree in business administration. His future plans include working in corporate management and starting a consulting firm.

Todd is president of his senior class and a member of the Student Council. He also played on Central's football and track teams.

His outside interests include participating in 4-H activities, riding his quarter horse, Ole Superman, and watching the Chicago Cubs.

Illinois Parks and Recreation 17 March/April 1985