The View From Here

Chaos And Violence Continue in Panama

 

Demonstrations and Violence Hit 'Home' 

The demonstrations and highway closings made Sunday a very busy day in Panama. This is a run-down of Sunday’s major occurrences, picking up from my posting yesterday (see below). It seemed that the conflict had spread to every corner of the country. The news was often spotty and even more often conflicting. Today (Monday) it appears that things have settled down somewhat, although the rhetoric from both sides - the indians and their supporters - VS -  various government agencies and spokesmen – would indicate that this conflict is not over.  

 

9:30am  SAN FELIX, Chiriquí. - Staff of the hospital of San Felix confirmed that an Indian who came to that hospital died, and had gunshot wound in the left breast. Product of the fighting in San Felix they have also been able to confirm the entry of three more who were wounded.  However, area residents say there are many more injured.

This information contrasts with the version provided by Security Minister Jose Raul Mulino, who told KW Continente (at 7:22 am) that officers were not carrying firearms.

The Indians have said they will burn the police station of San Felix in retaliation. Earlier, the Security Minister was informed that the Indians were trying to take the barracks. (Prensa)

9:45 am   The Costa Ricans, Nicaraguas, Argentinians, and Canadians who were stranded in the traffic jam in various parts of the Inter American highway have departed the area in the buses in which they came, said the National Police. This happens after the National Police began an operation to restore the free movement and to secure the release of the people who were being held on the Inter American Highway which had been closed since last Monday, 30 January 2012. The police added that vehicular traffic has resumed in places. So far, there is no record of people arrested or injured, according the a press release from the National Police, which reports that four police officers were injured by rocks thrown by the protesters. The National Border Service also participated in this action.

10:00am  Public Security Minister, Jose Raul Mulino, said that cell phone communications will not be reestablished in the area of San Felix where there have been clashes between the National Police and indigenous groups for security reasons. Mulino said information was obtained that the phone towers could have been sabotaged, which is why they (the government) decided to suspend the service. He said they will not allow any means of communication to be used by the protesters to "enlarge the situation",

Don Winner (Panama Guide) noted later: Mulino lied about the "sabotage" of the cell phone towers. The government of Panama ordered the cell phone service in the area to be turned off, in order to deny the protesters the ability to communicate and coordinate their actions. Now he says cell phone communications will not be restored until further order.

11:45am  The leader of the Trade Union of Construction Workers and Allied (SUNTRACS) Saul Mendez today rejected the idea that union leader Jaime Caballero leader is planning to take over the police headquarters in David, Chiriqui, as announced by Security Minister Jose Raul Mulino.  (Larry Notes: The unions are historically supportive of the indigenous causes)

Noon  The police are still engaging the protesting Indians in several areas along the Inter American highway. Several roadblocks have been cleared, but now there are reports that the protesters are stoning passing vehicles from the side of the road. In Vigui apparently the roadway is not opened. In addition there are now reports of roadblocks in the province of Bocas del Toro in Changuinola and Almirante. Many of the groups and organizations that are traditionally against the government are planning protests and actions for today or tomorrow. In short, it probably is not over.

12:15pm  The government of Panama has decided to restrict the airspace over the conflict area where riot control police officers are battling protesting Indians at several points along the Inter American Highway. Journalists from the different television channels used helicopters yesterday to overfly the area, in order to capture video images of the protests and blocked traffic. However today, citing security concerns, Security Minister Mulino said the Director of the Civil Aviation Authority has issued the order to close the airspace. The journalists are now very upset, claiming that they are being prevented from transmitting the truth, because the versions being put forth by official government sources conflict with those being put forth by the protesting Indians.

12:20pm  Xavier Rodriguez, the Representative of San Felix in the province of Chiriqui is asking the National Police to stop firing tear gas into the town. The people of the town have chopped down trees to block the streets of the town, in an attempt to prevent or inhibit the advance of the riot police forces. There is an unconfirmed report that two young men who were riding on a motorcycle were severely injured. Rodriguez reports the tear gas is affecting the women, children, and senior citizens in the town. He also notes that cell phone service is still shut down.

1:30 pm This summary of events was provided on Panama Guide:

By DON WINNER for Panama-Guide.com - There's a lot going on today as the National Police continues their efforts to break up the protests that have kept the Inter American highway closed for six days;

• On 11th Street in the middle of Colon, people are burning tires in protest.
• One of the protesting Indians who was arrested on the Inter American Highway had a 38 caliber pistol with ammunition in his possession.
• There are reports that the Inter American Highway remains closed in Penonome and at Divisa.
• Most of the Costa Rican tourists who were being held as "hostages" have been freed, and they have now crossed the border to Costa Rica.
• The National Police are saying the reports that their "Pitufo" (water cannon) riot control truck has been deployed to San Felix are false, and that the truck is parked at their headquarters in Ancon. However, it's now confirmed the riot police have in fact been launching tear gas inside of the residential area of the town of San Felix.
• The residents of the town of Tole are calling on the police to get out, because they don't have anything to do with the protests.
• The Red Cross of Panama reports they are working at the hospital in San Felix, providing ambulances, and humanitarian assistance to those in need.
• Indians in the Eastern part of the province of Panama and in the Darien are preparing to close roads in protest.
• The Minister of Health confirmed that one person had been killed and several injured by tear gas as a result of the conflicts and confrontations.
• The National Police have repeated that the Inter American highway is open to traffic.
• There is a report that Indians have closed Loma Coba in Arraijan.
• The Sixaloa bridge between Panama and Costa Rica has been closed by Indians. Changuinola is a ghost town as people are afraid of what might happen. There are roads closed and blocked in several parts of Bocas del Toro.
• There will be a press conference at 2:00 pm by the Ministers of State on the ongoing conflicts with the protesters.

1:45pm   Drivers are reporting that the roadways in the Western part of the Province of Panama (La Chorrera and Arraijan) are open and traffic is flowing. Apparently earlier reports of a road closure in Arraijan were false, incorrect, or misinformed.

2:00pm  (Reported by Estrella) There is nothing left of what used to be the police station in San Felix, after the Indians burned it during the clashes that have been reported in the town of San Felix, Chiriqui province, after learning of the death of Jeronimo Montezuma. Eyewitnesses have said they have stolen the National Police uniforms. At this time there are reports that the police are shooting to try to control the situation. There were even rumors that the arrest of Father Adonis was imminent, so the people from the community turned to his defense. However, nothing happened. San Felix is in a state siege. The riot control police officers have entered the homes of members of the civilian population who are not involved in the conflict, finding no refuge. Everything is under siege.

2:45pm  There are reports that protesting Indians have returned to close the Inter American highway at the bridge over the Cobre river in the province of Veraguas. Also, the riot control officers of the National Police have reportedly taken control of the town of San Felix, and are now moving past the town towards the comarca. In David a photographer from La Prensa was briefly detained, after he took photos outside of the police station. They reviewed his photos and let him go after ten minutes.

Needless to say all of this is sort of a shock to me. On a day-to-day basis, Panama (more specifically David) is the most peaceful place I have ever been. There seems to be a total lack of conflict or frustration in the people and the environment. You seldom hear a raised voice, and then it usually involves horse-play of some type. Even in bars - where my ‘Saturday nights at the VFW’ background has accustomed me to ‘late night action’ and last-call skirmishes -  there is nothing. I think I have seen only two such encounters in 4+ years here, and both were verbal jawing contests. I guess my point is, I find it hard to envision the Panamanians I know stirred up about anything. But obviously there are some ‘hot buttons’ buried under those calm demeanors I see daily.

 

Till Next Time. Pura Vida

 

 

 

 

Update From Panama

 

Panama's National Police Re-Open Inter American Highway - One Death Reported.

From DON WINNER for Panama-Guide.com - Starting at 6:15 am this morning the riot control units of the National Police of Panama moved in to break up the protesting Indians and to clear the Inter American Highway. As of right now the highway has been completely reopened, and traffic is flowing. One person, Geronimo Montesuma, was killed in the action by police. He was taken to the medical clinic in San Felix, but apparently he was already dead. There were several others who were injured, as well as injuries among the police officers caused by rocks thrown by the protesters. The police executed simultaneous operations to reopen several roads that had been blocked. The police used tear gas and bird shot against the protesters. The person who died had a wound in the left leg, and he presumable bled to death.

The situation remains tense. There are still police officers deployed throughout the entire area. The National Border Service SENAFRONT units were used as backup and support, and were assigned to secure individual points such as airports, etc. SINAPROC units are being used to clear the roadway of trees, debris, sheets of metal, large rocks, etc. Right now, the roadway is open. Several people have been arrested. Cellular telephone service is still out in the area.

Till Next Time. Pura Vida

 

Panama – A Country Under Siege?

 

 The Infrastructure Achilles Heel?

 I itemized in the last blog update on my travel blog how the Inter American Highway (in the U.S. we call it the Pan Am Highway) runs through the country from end to end AND is the only highway through the country. (Click on the map and look at the highway {red line} as it traverses the country) This becomes a real problem during bad weather when rainstorms cause rivers to overflow and/or washes out bridges along the highway. I further reiterated that this really constitutes an infrastructure ‘Achilles Heel’ for Panama.

The highway becomes a tool for people who have a complaint and decide to protest by closing the highway. The on-going protest concerning mining rights in the indigenous territories is now approaching a week long and the effects of the highway closing are far reaching.

 

As of early Saturday this was the latest information:

Members of an Indian tribe in Panama are blocking roads in two provinces on the border with Costa Rica in a dispute over mineral exploitation on their lands. Protesters from the Ngobe-Bugle tribe have been manning roadblocks of stones and branches set up Monday in Bocas del Toro and Chiriqui in western Panama.

They have also closed sections of road in Veraguas province. A tribal spokesman told The Associated Press on Thursday that the protesters will not negotiate directly with the government but want discussions with the Central American country's Legislative Assembly. The assembly has taken initial steps toward lifting a mining moratorium in the region where many of the tribe's members live. 

In addition, according to RPC Radio, protesting Indians have closed the bridge over the Changuinola river, and blocked the road going towards Almirante in Bocas del Toro.

 

THIS JUST IN:

 The situation in San Felix just changed significantly. According to the Director of Panama's National Civil Protection System (SINAPROC), Arturo Alvarado De Icaza, the protesting indigenous Ngöbe Bugle Indians have kidnapped about 40 Costa Rican citizens who were traveling aboard a "Tica Bus" in the area of the protest. While speaking to the channel 2 TVN evening news broadcast, Alvarado said the Ngöbe Bugle Indians said the Costa Rican tourists would be serving as their "guarantee" and they called them their "hostages."

This Could Be Bad: Don Winter (Panama Guide) says: “When a nation's Tier One force (Delta equivalent) is forced to take action in order to liberate hostages, the outcome is never guaranteed. Panama has this kind of a force, and they are relatively capable. However, they have no (zero) practical experience is this kind of a real world situation. I'm trying to remember the last time a Panamanian special forces unit rescued a hostage, and there might have been one or two incidents. But not a bus full of foreign hostages, surrounded by hundreds of pissed off protesting Indians. I don't know how this situation is going to evolve, and I certainly hope it can be negotiated away, but if the authorities are forced to go in hot, the survival of the hostages is not guaranteed. This is not good.”

 

Some Of The Results Of The Closings

Tourists Trapped: Tourists from Costa Rica, Honduras and El Salvador, who have not been able to reach their destinations because of the protests on the Inter American Highway, have called on the diplomatic authorities of their countries, which are in Panama, to help them during this crisis. Mr. Omar Andino, a Honduran national, they have been without food or water for days, and only the Embassy of El Salvador provided them with some inputs but they are all gone. He said there are children and sick people with them who need medical attention, adding that the situation has not gotten worse because they received some support from residents of the area and a few ambulances were at the scene for a while. He explained they have not even been able to communicate with their relatives in different countries, a situation that has them desperate. Mr. Andino urgently requested help for him and all those who have been caught in the closing of the Inter American Highway. Some are in the area of ​​Veraguas and others in the province of Cocle. (Telemetro)   

Costa Rican Tourist Asking For Help: The situation in Panama keeps worsening as the highway remains blocked for four days now and 270 Costa Ricans are trapped on the Panamanian side of the border. "We have been here for four days and supplies are running low. There are people with diabetes and asthma, the situation is out of control", Allan Roman, one of the Costa Ricans trapped by the blockages, told the press. Roman is part of a group of Costa Ricans who traveled to Panama on an excursion, describing his situation and that of the others to Radio ADN 90.7.

Panama’s Government and Copa Airlines: The government of Panama has coordinated with Copa Airlines to create an "air bridge" to move people between the Enrique Malek International Airport in the city of David in the province of Chiriqui and the Tocumen International Airport in Panama City. According to the Director of the Civil Air Authority of Panama, Rafael Barcenas, the first flight will be arriving at Tocumen this evening (from David) at about 8:00 pm with 94 passengers aboard. He said "the public should be aware these flights are for the emergency evacuation of tourists and those who have been stuck in David and who cannot return to Panama City due to the protests. These flights should not be considered as free flights for tourists to travel to Chiriqui." Copa's Embraer 190AR has a capacity to move 84 passengers in coach and 10 in first class.

Produce Market – Panama City: The Farmers' Market in Curundú (Produce Market) is feeling the consequences of what is happening hundreds of miles away, because there is a shortage of agricultural products coming from the province of Chiriqui. The closing of the Pan American highway has prevented trucks carrying vegetables from reaching the food market. Products such as carrots, cabbage, potatoes, onions, passion fruit, tomatoes, pumpkin and papaya, among others, lie in the trucks that are stuck on the highway. The Food Market vendors say the closure is creating a food crisis, since 70% of the agricultural products consumed in the capital come from the lands of Chiriqui Province.

Truckers Threaten To Close Border Crossing: Carlos Argetta, a spokesman for the truck drivers stranded in San Felix, Chiriqui Province, announced they would close the international border crossing between Panama and Costa Rica at Paso Canoas at one o'clock, if the government does not resolve the request of the Indians of the region Ngäbe Bugle. "If the president fails to come to Paso Canoas we will proceed with the closure of Paso Canoas, where there are 50 articulated vehicles that will proceed to close the road," said the driver. Moreover, business groups in Chiriqui have asked the National Government to resolve the conflict. The Ngäbe Bugle Indians have kept the Interamerican Highway closed since Tuesday because of a Bill before the National Assembly that would regulate mining activity in the region which does not meet their aspirations.

Note: If the Paso Canoas border crossing is closed, no supplies of any kind will be able to reach David from the north (Costa Rica) either.

Gas In David: Gas stations began running out of gas in the David area on Friday. Unless there is some kind of break in this situation I am certain there is now no gas in David.

Trucking Crises: The greatest losses have been recorded in both domestic and international loads, primarily those which are transported from the province of Chiriqui to the regions of Panama City and Colon. "The deterioration of vegetables, milk and a variety of poultry products has reflected substantial losses," said an official. As for the loads of cargo that come from Central America to Panama, the President of the Canatraca said these transactions have also been greatly affected, because such goods are moved only on Mondays, Tuesdays and Wednesdays.

 

And This Just In:

Truck Dispensing Milk: As I was writing this article, a truck showed up on the Parque Cervantes in downtown David. His arrival was evidently publicized, because the line stretches all the way around the park (the photo on the right is on the opposite end of the park from the truck).  The truck is dispensing milk.

 

 The milkman cometh!

 The line stretches to the far side of park

 Crowd waiting for the next truck.

And a near riot  

 

 

Summary

At this point no one is sure how this will all turn out. When there were similar protest last year, both protestors and police where injured, some seriously. Hopefully that can be avoided.

The irony of this (if that is the right word) is that the Ngobe tribe makes up about only about 3% of the population of Panama. I am not suggesting that a minority and their interests should be ignored. I am wondering why they would be allowed to in effect strangle the country.

In addition, according to government sources familiar with the proposed legislation that is the heart of the conflict: 1) the Ngobe are objecting to the removal of a provision in the legislation that was NOT part of the agreement negotiated with the Ngobe previously, and 2) the provision that was removed addresses activities that are not even on the Ngobe lands (camarca).

And this incident highlights, and takes me back to, my original point. The government of Panama needs to address the ‘Achilles Heel’ being highlighted in their country’s basic infrastructure.

 

Till Next Time.  Pura Vida

 

Larry’s Experiment (Part 2)

 

This is Part #2 of a 3-Part article. Scroll down to Monday’s posting to see Part #1 if you missed it.  Part #3 will be posted on Friday. So check back. (Warning: It will probably help to have a drink before you tackle this trip of whimsy.)

 

Larry’s Experiment (Part 2)

Nov. 27, 2011.   Ramon has developed an attitude, and it takes  five or six glasses before he returns to his jocular self.  I had to tell him that, regardless how much my remarks hurt, I liked him better when he drinks.  Last night, after our talk and after eleven glasses, Ramon showed amazing muscular progress.  He arm-wrestled the gerbil, who is four time his size, to a draw.  I should also note that mere observers of an experiment like this, who are not even drinking, shed their inhibitions also, as if by osmosis.  It was the gerbil who told me about the arm wrestling, since I missed it.   I think I was on the phone – again.  By the way, the gerbil speaks with an accent?  The gerbil, who refuses to tell me his name, said that when he finally went to sleep about 4AM, Ramon and I were still sitting on the balcony arguing alternately about ‘free will’ and Inca religious symbols.

Nov. 30, 2011.  I was considerate enough to call my wife and let her know that I would be late coming home since I was busy at my lab.  In her typical snotty manner, she reminded me that we had been separated for almost four years, and added that she “didn’t give a flying f**k what ….”  Well, never mind, I don’t remember exactly what she said.  And, I was having a hard time talking to her because all during the call, Ramon was trying to crack me up by pantomiming humping the gerbil.  Then he decided he was going to run a marathon on the treadmill.  He only got about probably 20 yards before fell off and puked into the mouse’s water bowl.

Dec. 1, 2011.  I had to separate the mice last night.  I was cleaning up blood on the floor from some unknown origin, when the gerbil told me that the other mice, my control group, where about ready to go off the reservation.  The puking in the water bowl was the final straw.  So, I found a shoe box for Ramon, who then threw a fit just because I had overlooked and left the shoes in the box.  Even after I took the shoes out, he was so stirred up that it took both me and the gerbil to scrape him off the outside of mouse’s cage.  He was hanging there screaming at the mice about what wimps they were.  Later, I told Ramon that he was getting weird on me.  His only response was a vague reference to the weird crap I had been saying to ‘those women’ on the telephone. I tried to explain to him that once I started calling random phone numbers, all that stuff was moot.

Dec 4, 2011.  Last night Ramon was all excited. He had heard of a study that showed there were a lot of health benefits in endocannabinoids, a phrase which I was not familiar with. It supposedly gave you smooth skin, and Ramon’s idea was that if we were going to live longer, then …   But, then he started making fun of me because I was not familiar with the term endocannabinoids, or THC for that matter. I explained to him that I don’t listen to rap music.  It was only when he suggested that we should probably just score some weed from that creepy guy in front of the pool hall that I finally figured out what he was talking about.  I rejected that whole marijuana idea out of hand.  We would need to apply for a grant to do something like that, and the Canadian would be back long before we could get approval.  Plus, with my constant headache and recurring hand tremors I wasn’t up to the paperwork.

Dec 6, 2011.  I have been trying to teach Ramon some of the terminology used in evaluating and grading different wines.  It was hard to explain terms like ‘bouquet’, ‘nose’ and ‘after-taste’ to a mouse, especially a mouse that is focused on practicing his rap routine.  I also found that some of the cheap Chilean table wines were less than a dollar a bottle if you bought it by the case – a great buy.  I got a little testy when Ramon’s comments about my latest purchase included terms like ‘vinegary nose’, ‘vomit bouquet’ and ‘shitty after-taste’.  He did advise me, however, about a new study that said tequila was loaded with resveratrol, while reminding me that researchers like me have to be flexible.

Dec 7, 2011.  We had our own version of Pearl Harbor Day yesterday.  Ramon twisted the head off of one our control group.  Out of the blue, he was in a paranoid rage. The only warning we had was when he started screaming, “You looking at me?”  Ramon and I were really having it out over that when the two hookers arrived at the door.  I had a hell of a time convincing those two that I had not called them, regardless of what their cell caller ID said.  And, I certainly would not have requested that they bring leashes and dress like cats.  I can’t help but be suspicious of where that whole thing came from.  But, I had to accept that adding the Jose Cuervo to the red wine experiment seems to have had diminishing returns.  But, by the end of the night, we were trying to cheer up what remained of our control group by serenading them.  The gerbil says the bad part was that Ramon and I could only remember the first two lines of the song, so we just kept repeating, over and over, “We are the world, we are the children..”

Dec 11, 2011.  I realized that to maintain the integrity of my study, I was going to have to find something to keep Ramon occupied.  I convinced the manager of the hotel that Ramon could chase the rats out of the hotel basement.  Once Ramon gets a few bottles of red in him, he gets so loud and belligerent that no rat, regardless of size, will want any part of him.  A few hours every afternoon in the basement should do Ramon some good as well.  Yesterday, Ramon went down there for his first day at 2PM, but he was back in ten minutes. The dumb bastard failed the drug test when the hotel security guy insisted he piss in a bottle.  I reminded him that I told him to take in a sample from one of the control group mice, “But, Oh no …”   Well, he went off on me, “You think you rule the world …. Everybody is just supposed to jump….. I try to please you ….”  Blah….. blah.  Our first fistfight!  The gerbil says the last he saw of us we were sitting on the balcony, surrounded by empty bottles, swapping experiences about what it is like to be the ‘only whites’ in an environment ‘of color.’

 

 To Be Continued

The Conclusion of ‘Larry’s Experiment’ Will Be Posted Friday.

 

Larry's Experiment

 

This is Part #1 of a 3-Part article. Parts 2 & 3 will be posted on Wednesday and Friday of this. So check back. (Warning: It will probably help to have a drink before you tackle this trip of whimsy.)

 

 

Larry’s Experiment

 I need to tell you that I got involved in a scientific experiment a while back.  Well I guess it was more akin to a science project.  Let me explain.

In mid-November, a couple of things happened at about the same time that intersected for me.  First, I have a Canadian neighbor who has been down here for several years, and is well entrenched in the hotel.  So much so that, with the hotel management’s permission, he keeps some pets in his room – four little mice and a gerbil to be specific.  A family emergency required that the he had to return to Quebec for about a month, so I agreed to house the Canadian’s menagerie for him in his absence.

The other thing that happened about that same time was an action that was taken by the Panamanian government.  In a trade agreement with Chile, Panama abolished all the import taxes and duties on many Chilean imports, including wines.  I bought - bought real cheap - three cases of an assortment of good Chilean ‘reds’.  I was only going to buy one case, but decided that the other two cases would make good stands for the animals’ little cages.

How do these two things intersect, you ask?  Well, the first night I was sitting on the balcony, on about the third bottle of the evening (you know – sampling!) when I saw an interesting article in the newspaper (I know it was about the third bottle because I was having trouble focusing).  The article detailed a recent scientific study that had documented the fact that an ingredient in red wine, resveratrol, had shown promise in extending human lifespan – a longevity drug?  And, AND, the study had utilized mice. 

I was opening the fourth bottle, a really nice ‘96 Burgundy, when a stroke of genius hit me. Mice!  The Canadian would probably appreciate his mice having more longevity.  I mean, nobody enjoys burying mice.  Plus at my age, longevity has a certain appeal as well. So, I started designing my own study.  I just needed one mouse for my test subject, the others would be the control group.  I went into my room and tried to figure out which mouse to select.  To maintain scientific integrity, I had to be able to tell on-sight which one was the test mouse, but they all looked alike.  So, I measured them all, and then even weighed each one, but they were all too similar.  I finally decided I would sleep on that problem, and opened a bottle of ’99 Beaujolais.  Smooth!!! 

I did not wake up until almost 10 the next morning, and I didn’t feel well.  And, I certainly didn’t appreciate all the people making a commotion around me.  I mean, it’s not like I haven’t slept on the hotel’s balcony before.  And, if one chooses to sleep on the balcony, what difference does it make if you chose to sleep on the floor.  Get over it, people. 

It took a while to figure out what the note scribbled on my left arm with a magic marker was all about.   It said,  ‘Pik a G.D. Moose’.  A moose?  But, it slowly came back to me. ‘Pick a mouse!’  Time for action, I thought. I marched into the room intent on selecting my test mouse.  I decided that the three brown-and-white mice stood out enough that I could safely go with the white one as the test subject.  I named him ‘Julius’, partly due to his serious and restrained manner.  I certainly don’t need any goof-offs in my experiment.  I decided shortly after noon, even though it was early,  to open a bottle and test Julius’ taste buds.  He initially sniffed rather apprehensively, but soon got into it big time.  By about 2:30 he was tearing that treadmill up, at least twice his normal speed.  I also decided that I needed to start keeping  a log to document my observations to enable me to evaluate the project properly.  I have included my log below;

Nov 16, 2011.   Julius and I shared about three bottles of the good stuff, but I did not see any real results, nothing seemed to change.  Thinking I had missed something, I went back and re-read the story about the experiment and BOOM, there it was.  I had overlooked the part that said that these tests involved what could be considered copious amounts of resveratrol.  We had to step it up in the interest of science.  Just laying back sipping an occasional glass was for the jet-set types at Hyannis Port.

Nov. 17, 2011.  This is Day 2 of the test.  Julius did not get up this morning until after 10. But, I opened a bottle of  ’94 Saint-Emilion and introduced him to the ‘hair of the dog’ theory.  Turns out he objected to that choice of words, and I know that because I also discovered that wine affects mice much in the same manner that it does many humans. Once the wine erased Julius’ inhibitions, he informed me in no uncertain terms that his name is really Ramon.  I commented that I thought it strange that a mouse that had spent its entire life in Panama spoke excellent English, which caused Ramon to collapse in fits of giggles.

Nov. 19, 2011.   This morning (late morning) Ramon showed an abundance of energy, however, he must have taken the wrong turn in the maze in the cage, in search of the cheese, at least a half dozen times – a maze that he mastered months ago.  When he did find the cheese, he collapsed in laughter and pissed himself.  I have to admit it was funny.  In fact, I also collapsed in laughter and I also ….   Well, never mind.  I also missed my log entry yesterday.  Well I didn’t really miss it, it is just that everything from the night before disappeared into a black hole about the time I decided to start calling old girl friends and straighten their asses out.  I have decided that my observations will have more clarity if I only make blog entries when something important happens.

 

To Be Continued

Part 2 of ‘Larry’s Experiment’ Will Be Posted Wednesday

Be sure and visit our travel blog for the latest happenings in Panama. Just use the link on the right (top) for Larry's Travel Blog.

 

A Panama Primer (Conclusion)

 

 

‘The Attitude’ and The Future: This is the Final Part of a series of discussions of the cultural differences that most Americans must recognize and accommodate to live comfortably in the country of Panama. The earlier parts of this series are below in the reverse order they were posted (e.g., the most recent first and Part #1 listed last) if you chose to start reading from the beginning of the series.

As discussed earlier, the requirement for the ex-patriot to recognize and accept the tendency of the Panamanians to be ‘inconsiderate of others’ (by U.S. standards - what I have termed ‘The Attitude’), is more than just a method to cope with day-to-day dealings with the population at larger. And we highlighted the point that ‘The Attitude’ permeates the society in a variety of ways that have much more relevance than whether some one cuts in front of you in line in the farmacia.  In the preceding postings, we looked at how ‘The Attitude’ seems to influences and accommodate organizational behavior and procedures as well as the country’s business models and practices.  In short, ‘The Attitude’ directly influences government and business organizations and determines, or if you chose, drives the behavior of the people who work in them.

I think we can all agree that, even though we can identify ‘The Attitude’ and see its impact in a broad spectrum across the culture, we (we ex-pats) are not going to change that attitude – that cultural trait. And I think at least most of us would also agree, that this trait is a negative influence in the economy, particularly when viewed in the larger context of an expanding role for Panama in the world-wide business and trade environment.  So the question is, what does all this mean to Panama. What is the potential impact(s) of this. And what if anything needs to be done, or even can be done – and by whom and how.

 

Panama Is In The World’s Spotlight

It caused quite a stir when Panama was ranked first in a Travel Section piece called “The 45 Places to Go in 2012” in The New York Times.  

The article outlined conditions that justify declaring Panama’s economy to be “booming:” Expats and investors who “banked” on real estate, a steady stream of immigrants, construction, the “recent passage of the United States-Panama free trade agreement” and the expansion of the Canal, among other factors.

And there were some big names dropped: The Panamera (Waldorf Astoria’s first Latin American hotel), Trump Ocean Club (the Trump brand’s first project off US soil) and Frank Gehry (the architect whose name is on the Guggenheim Museum in Bilbao, Spain). Gehry designed the BioMuseo, scheduled to open at the Pacific entrance to the Canal in early 2013.

About the same time, Panama was also featured as a top ten dining destination in the Spanish version of TripAdvisor.com. A 24-page special supplement on Panama in the edition of the Spanish travel magazine ‘Excelencias’ proclaims that “Panamá está de moda” - Panama is in fashion.

Plus, the January edition of National Geographic featured a story (on the cover in the Spanish edition) that has been six years in the making, the discovery of the most recent burial site for chiefs and high-ranking members of pre-Colombian society at El Caño.

The Bottom Line: Panama is ‘on a roll’ and its allure is strong. Just before the end of the year, on December 23, the country counted its two millionth tourist arrival for 2011. The excitement in the air is tangible for favorable times ahead in both the business and tourism sectors.

 

Panama’s Economic Place In Latin America

Most economists who study Latin America economic trends and forecasts agree that Panama will take over as the #1 economy in Latin America in the near future. There are only four countries in Latin America ranked higher economically than Panama - Mexico, Uruguay, Argentina, and Chile. Panama's overall position in Latin America has improved dramatically since the start of the economic "boom" in 2003, and more importantly, the other economies were either flat or took dips during the 2008 - 2009 global economic crisis, while Panama continued to grow steadily. By the end of 20111, there was only a small gap between 5^th place Panama and Chile in 1^st place in Latin America.  More important to note, Chile's economy grew at 6% in 2011, while Panama's economy grew at 9.2%.

As Don Winter (Panama Guide) put it when discussing Panama taking over 1^st Place in Latin American economies, “It's simply a matter of time. Barring some sort of massive natural disaster - and I mean it would take something like an earthquake that destroys Panama City or something similar - I don't see anything on the horizon that will change the fundamental path and future.”

 

Changes Are Coming To Panama In 2012

Minimum Wage Increases: Panama has approved a minimum wage increase of between 15% and 18%, according to economic activity, occupation and size of companies around the country will take effect on 1 January 2012. The monthly wage of a worker will increase to between $432 and $490 per month (from the current $376 and $416). 

On the surface most people voice support for increasing the minimum wage, particularly in light of inflation pressures that, although comparatively mild here in Panama, has been about 9% cumulatively over the past two years. However, agricultural producers are already predicting they will have to implement staff reductions in order to cope with the higher wages, so it is not all good news. For instance, the president of the Manufacturers Association of the Highlands, considers the increase to the minimum wage to be just, but he said the increase does not come at a good time considering that the agricultural sector is "in trouble," and adds that the new minimum wages will jeopardize many jobs as many producers will have to make adjustments in spending. (Note that the hourly wages go from $1.08 to $1.16 [after 1 January 2012] to $1.22 to $1.43).

However, it is in the business sector that the biggest impact will be felt, particularly in the small business sector.  The small businessmen will really feel the crunch when facing pressures to reduce the size of their workforce to keep their payroll in line, or increase their prices to generate the additional cash flow necessary to pay the higher payrolls (or some combination thereof).

A representative of the Panamanian Association of Business Executives termed the increase, a "… thrust against the micro and small enterprises, an important part of the growth engine of our economy." 

Other Wage Increases: Starting in February 2012, Metro Bus drivers will receive a monthly base salary of $680 - representing an increase of $100 over the current base. As I am sure you aware, the government is expanding the system and deploying new buses as fast as they arrive in the country, as they take the old "Red Devil" buses off the streets. They have been having problems attracting drivers to take the bus driver jobs because Panama's economy has been red hot and expanding steadily, creating a stream of new and better paying jobs. Simply put, anyone who can drive a bus can usually get a better paying job driving something else.

This inability to hire drivers is representative of the broader problems in the labor market in Panama, where there is an abundance of new jobs but a shortage of skilled personnel to fill them. This new wage will put the bus drivers at about $200 per month - or about 45% - above the new minimum wage.

 

No Getting Around It - Inflationary Pressure In 2012

From the standpoint of our review, about one third of the Panamanian work force gets paid at the minimum wage level. So, you can expect these wage increase to add significantly to inflationary pressures in the near future. Generally speaking, prices will go up, pretty much across the board, for just about everything.    

In addition, the true cost of having an employee in Panama is actually about twice the stated wage, once you add in additional expenses for Social Security payments, mandatory vacation time, paid holidays, maternity leave, and the "13th month" bonuses. And of course those costs will be higher if you need skilled labor or anyone who can demand a higher wage, someone who is bilingual, high school or college graduate, skilled in just about anything, etc. 

 

The Economic Growth In 2012

Tourism

All indications point to the Panamanian tourist industry having another record year in 2012, after over 2 million visitors in 2011.  The next year could easily become a ‘boom year’ if economic conditions improve even slightly around the world.  The 2011 level of tourism generates estimated revenues of more than $2.5 billion dollars, per Panama's Tourism Minister.  That income makes tourism one of the most important sources of income for Panama, along with the Panama Canal, the Colon Free Trade Zone, and the banking center. It also important to note that 2 million visitors per year was a goal established by the government of Ricardo Martinelli, which they had hoped to achieve by 2014, his last year in office.

 

Hotel Rooms

Panama experienced a significant increase in hotel rooms in 2011.  And it is now being reported that in 2012 the total inventory of hotel rooms in Panama will increase from the current 9,000 to 15,000 – another massive increase (66%) in just one year. There's no way the market can absorb that new inventory without there being some impact on prices. Hotel room occupancy rates will surely drop and many expect some operators will lower their prices in an attempt to lure tourists and businessmen to their hotels, and away from others. They will probably put together all kinds of package deals and generally get creative.

However the projections for the future are based on a continued growth in demand over time, and in coming years demand will increase to the point where occupancy rates will improve, so the 2012 dip will be temporary. In the meantime it should be an exciting and volatile business sector.

 

‘The Attitude’ and 2012 Economic Growth

Tourist income has the big advantage of spreading dollars across a wide spectrum of the economy.  Tourists come and spend freely in restaurants, bars, hotels, shopping centers, gift shops, etc.  And taxis and buses and rental car companies get a share of that as well.  For government economic planners, nothing could be better. But, lets’ back up and put our ‘The Attitude’ filter on this situation

Those tourists (thousands of them) are dealing with the ‘man in the street’ and an array of businesses that we have noted are the very antithesis of ‘customer service’, at least as seen in the eyes of many tourists. I guarantee you the matron from New York City will notice when the sales clerk that she is dealing with stops in mid-sentence and answers her cell phone or answers a question from someone who interrupted them with a question. And the sales executive from Texas will sure as hell notice when the man cuts in line in front of him at the store or the bartender is standing around talking and failing to notice that his drink is empty.

Last year I read an article talking about the Panamanian Tourism Bureau establishing a program to work with small businesses throughout the country helping them with the tourist business. I do not know the details of the program or what, if anything it accomplished. But, at least that is an encouraging sign. Hopefully a program of that type will be actively and aggressively pursued. Nothing is worse from a business standpoint or a national image standpoint than to go to the trouble and expense to get tourist to come here, and then step on their toes and send them home with a bad taste in their mouths.

The biggest challenge I see for 2012 is in the hotel industry. Rapid growth is always a major headache, but when you spread it across an entire industry it can become paralyzing. Just think how many new employees are required to take care of visitors in 6,000 new rooms, in an industry that probably has not caught up with personnel requirements generated by room increases in 2011!  And a significant percentage of these new employees will ideally be someone who is clean-cut, out-going, full of personality, bilingual, high school or college graduate, good at dealing with people, etc.  And, most importantly, people who are ‘trainable’ in that they can be reprogrammed easily to replace ‘The Attitude’ with a customer service orientation. Sounds easy, huh?

Sounds like the government needs another Reuben Blades. If you remember Senor Blades, took it upon himself to overhaul things while he took leave as an entertainer and be Director of Tourism. Not only did he develop a far-reaching Master Plan for the industry, he did some amazing and inventive things to increase the tourist traffic, which based on the existing numbers, were obviously very effective.  I suggest it is time for the government to do the same type of planning and training on how you interface with the tourists when you get them here. How to make an entire industry customer service oriented!

As an aside, I can see some clever businessman putting together a ‘Customer Service University’ down here in Panama and making a killing $$ wise. I mean it is not exactly an original idea. How do many of those U.S. chains we discussed earlier get people off on the ‘right foot’ and all on the same page? Ever heard of ‘Big Mac University’?  Many big corporations have such training and indoctrination centers.  But, first you have to recognize there is a problem. I am not convinced the powers-to-be are there yet. They better get there – and soon.

 

What Can We Ex-Pats Do?

I think it is realistic to say that we ex-pats will have as much impact on this big problem as we do on the small one we started out discussing originally, e.g. our daily dealings with the Panamanians. But keep in mind, we interface with visiting tourists. And we often interface with them in a variety of ways.

Not only do I have occasional tourist visitors, I come in contact with many more because I live right here on Cervantes Parque. I have a little 3-paragraph speech I give new arrivals (sometimes unsolicited) on what to expect and how to act so they are not surprised or offended by their exposure to ‘The Attitude’.  I also make sure we all understand there are going to be no ‘Ugly American’ incidents on my watch. And yes, I have had people evicted from the hotel for behavior that was unacceptable.

I trust this discussion at least gave you things to think about and in some small way may make your life in Panama easier.

Larry Matthews 

Coming next on ‘The View From Here’:

'America – The Land Of The Free?'

I take a hard look at the changes that have been implemented in the United States in the decade since 9/11 – changes that government officials of two administrations insist are essential to protect our country from the terrorist threat. Research into all of these ‘protections’ yields some startling results when all these initiatives are viewed in total. Revelations that raise the question, “What is happening to the individual freedoms America is famous for and Americans are so proud of?”

 

Till Next Time. Pura Vida.

A Panama Primer (Part #3)

 

‘The Attitude’ and Business Impacts: This is Part #3 of a series of discussions on some of the cultural differences that most Americans must recognize and accommodate to live comfortably in the country of Panama. The earlier parts of this series are below in the order they were posted (e.g., Part #1 listed first) if you chose to start reading from the beginning of the series.

As discussed earlier, the requirement for the ex-patriot to recognize and accept the tendency of the Panamanians to be ‘inconsiderate of others’ (by U.S. standards - what I have termed ‘The Attitude’), is more than just a method to cope with day-to-day dealings with the population at larger. And we highlighted the point that ‘The Attitude’ permeates the society in a variety of ways that have much more relevance than whether some one cuts in front of you in line in the farmacia.  In the preceding posting (Part #2, below), we looked at how ‘The Attitude’ seems to permeate organizations, even the orientation of government agencies and inevitably influences the behavior of the people who work in them. What kind of behaviors do we find, and what do we learn when we turn our spotlight on the business community? Are there similar lessons to be learned if we are to function efficiently on a day-to-day basis in the Panamanian business community?

 

The Panamanian Business Environment:  

Any meaningful look at the Panamanian business environment must be multi-faceted to be meaningful – an acknowledgement that a street vendor selling snacks is in largely different world than the principals of a large retail outlet, or a nation-wide chain, or a foreign-based corporation. The question becomes how are they influenced by the workings of ‘The Attitude’, and if so, how and why.  We could probably make a dozen striations of the business environment but for the sake of simplicity let’s just carve out some obvious sectors and see where it leads us.

The Panamanian Small Business Owners:  People all over the world rave about some small business person who is just an absolute pleasure to deal with, and ex-pats in Panama are no different.  There is seldom a discussion about dealing with businesses here that someone doesn’t jump into the conversation with a story about what a good businessman Jose is at the “Wacky Jack Soda’, or how Maria at “The Book Nook’ is always so helpful and attentive.  Yes, the sign on the front door that outlines the shop’s open/closing hours may cover the entire door (and may/may not be followed), but the owners are so helpful.  And customers feel that they can work with these proprietors if they have a problem. In short, it is a pleasant business relationship – the way it is supposed to be in most customers’ minds.

Larger Panamanian Retailers and Chains:  As businesses grow in size a lot of factors change, as any university business major will be quick to tell you. Many business management experts believe that the single most challenging factor in business is managing growth. And in the business models we are looking at, it is pretty easy to see why.

When the ‘Wacky Shack Soda’ expanded into the two shops on either side of it, and thus tripled in size, we never see Jose anymore. And those new girls don’t know a fresa sorbet from a hot dog. And the guy Maria hired at “The Book Nook’, when I asked for ‘Moby Dick’, he sent me to the medical section.  And Maria and Jose are never there anymore - they are always at the bank or in the back or .. Sound familiar?

One of my first adventures when I came to David over four years ago was to find a pair of cargo pants that fit me. Knowing that my Spanish was not good, I got out the dictionary and looked up the correct words for what I was looking for, and off I went to the big department store down the street from the park that was recommended by a friend. I found the store, and went towards the back and up the stairs to the second floor as directed. Oh my God, this men’s department covered the entire second floor of this big store and was roughly the size of a football field. I could see hats hanging on the back wall and shirts on the wall over there, but for the most part it was so big you could not even get a feel for what products were where. So I did the obvious and looked for a sales clerk. Guess what? Nada. That huge department? Mid-afternoon on a week day? No, look again. So I began to wander looking for my new pair of pants, all the while practicing to myself, ‘pantalones cargo’.

To shorten the story, it took me about 20-30 minutes to find the cargo pants and then select a couple of candidate pairs to try on - and I had yet to see a sales clerk.  I finally decided that an area over against the far wall might be the changing rooms, and sure enough found there was an alcove formed by several changing rooms. And in that alcove there were also four people (who at least appeared to be sales clerks), all of whom were playing with their cell phones. All four looked up and nodded and then went back to their phones. When I came out of the changing room, I indicated that I wanted the blue pair, and one of them took the brown pair and tossed it on a pile of clothing near-by and a second person pointed to the front of the store were I later found the cashier.  And yes, that store is still there and doing a good business, at least from what I can tell when I walk by it.

Foreign Companies Operating In Panama:  From my observations over the years and in a variety of countries, when a company moves into a foreign country, corporate leaders insist on setting up ‘special’ controls to insure corporate image, management practices, sales and marketing methods, and profits are insulated and protected. So what can we speculate will happen when say, California Hoteles, Inc., comes in and builds a new hotel. In accordance with the labor laws, they hire a group of bright-eyed young Panamanians, and train them in the company’s methods and procedures.  And in a few weeks, the corporate types go back to what is now the California Hotels International Headquarters in San Francisco and wait for the money to come rolling in.

Well, let me tell you from personal experience what that can look like from a customer’s perspective as seen right here in David.  Shortly after I arrived in David, a friend convinced me that we had to spend a Sunday afternoon at the Hotel Las Olas Beach Resort at La Barqueta. We went out to the covered bar area that is adjacent to the big swimming pool complex on the beach, and I must admit, I was impressed. Wow, this is something. Then the fun began.

For those of you who may not have been there (or don’t remember the details), that big covered sitting/relaxing bar area by the pool is serviced by what we would call in a U.S. establishment, a ‘service bar’.  There is no place to sit at the bar, just a walkup window, with two folks behind the bar talking care of the drink orders from both the cocktail waitresses and walk-up customers. When I realized that it would be a while before a waitress got to us, I timed my trip to the service bar so that there was no one there – no line. Simple, “One Atlas, please.”

The bartender in the pretty Hawaiian shirt then pulled out an order pad (the common type that has a yellow and a pink copy below the original) and carefully wrote up my order, double checking to insure that he got the price correct. So now he is going to tell Guy #2 in Hawaiian shirt to hand me an Atlas out of the cooler he is leaning on, right?  No, now he punches the information off the ticket into the computer, and after double-checking the computer entry, he files the pink and yellow copies in separate stacks. Now….. well now, he prints out the order from the computer and compares that ticket from the computer to the original of the original sales ticket. Now, and only now, Guy#1 nods to Guy#2, who hands me a beer. Unbelievable?  Well, we are not done, it gets better.

When I ordered my first beer I told the Guy #1 to just start me a tab. I thought it would be simpler, and he seemed agreeable to that idea. Over the next couple of hours, I had a couple more beers and I just added everybody in our party to my tab. Simple.  Well guess what happens when it comes time to pay the tab? They go back through and re-ring and re-check every purchase that was made before they confirm a total.  I thought I was going to lose my mind.

But, given what we know and what we have discussed so far, could we write a worse scenario than this. A company starting a business and setting up stringent and layered procedures for employees to follow, employees who are procedure oriented. Should we be surprised when big cell phone companies operating here in Panama, that are headquartered in Mexico, are (should we say) difficult to do business with. Given that “Customer Service’ may be a ‘buzz phrase’ more than an actual company function, can we be too surprised when suddenly it seems there is no one in the company who speaks English (except the guy who sold it to you). Is it too big a leap to then discover that when you call the Customer Service number, there may be no answer?

U.S. ‘Chains’ Operating In Panama:  U.S. chains operating here may have the toughest challenge of all, due to the large ex-pat community if for no other reason. Assuming that these chains want to do at least some portion of their business with the ex-pat community (most of whom are already familiar with them), by necessity certain standards that have to be met. You have been in Kentucky Fried Chicken places all over the U.S. – you know what to expect in both the food and service.  The major reason U.S. chains could expand and expand fast was they raised consistency to a religion.  That ‘extra crispy thigh’ is exactly the same again tomorrow, the same at 1am as at 1pm, and the same in Charlotte, N.C. as in San Francisco, California. For a variety of reasons, expectations in this market may not be simple to meet.

I have done only cursory research on the subject, but found that pricing was pretty much a constant. The TGI Friday’s menu at the David location is the same menu as the two menus I checked in North Carolina locations, with one exception. The David menu is scaled down to about 40% of the items listed on a state-side menu. The prices were to the penny the same. However, the consistency is missing big time. Guess what the salad with Cajun Chicken is going to taste like today here in David? 

And the service is …. Well, the service is Panamanian! I can just see the General Manager (friend of mine) at the Wilmington, TGI Fridays having a stroke if he discovered two bartenders playing with their I-phones behind the bar. He would probably kill someone before he died of the stroke if there were also customers with empty drink glasses sitting there at the time. In my case in the David Friday’s, the general manager was who the bartenders were talking to as they messed with their phones while I was trying to get their attention.

And what about KFC? Better question - have you ever seen a restaurant that made a big deal out of their home delivery capability (complete with a monster sign on the highway that can be seen for miles), that did not have a take-out menu. No,  the best they can do is scribble the phone number down on a napkin. And guess what happens when you call that ‘home delivery’ number? The person who answered the phone, “No hablan” …  no I don’t mean, “No hablan Inglés”, our Panamanian friend who made the call-in order for us insists that the person on the line “No hablan español”.   It took over 20 minutes for her to order three 2-piece dinners with mashed potatoes for us.  I am not kidding.  And it took them an hour and a half to deliver them. And one of the three orders was wrong.  But, I’ll bet they have the paperwork on the order straight! What you think?

So if you mix business organizations that are oriented towards processes and then manage those systems with employees who are totally process oriented, you end up with a business environment that looks like …?  Welcome to Panama.

 

What Are The Differences in The Business Models

So, based on our overview what are the differences in business orientation in the various business models.  How does “The Attitude’ play differently in each arena?

Although on the surface it appears that the small business entrepreneur is more customer service oriented than the people in the bigger business models, I suggest that the difference is not a ‘customer service’ orientation per se.  I am convinced that Jose comes off as customer oriented because that is his job, and that is how he makes a living.  He interacts with the customer, and, even more important, he is the person they hand the money to. Do it right or no pay. 

Not to sound too cynical, but I feel that the good small businessman has learned to ‘keep them smiling’ even if he is not necessarily so oriented. But that is only in his present circumstance, and breaks down as soon as you change the model a little bit – he hires a couple of employees for instance.  Is Jose in there night and day trying to teach the new employees the customer service business?  I haven’t seen it.

 

A Panama Primer (To Be Continued)

Coming Next:

•  ‘The Attitude’ And A Developing Economy

 

Till Next Time. Pura Vida.

 

A Panama Primer (Part 2)

 

‘The Attitude’s’ Impact In/On Government Agencies: 

This is Part #2 of a series of discussions on some of the cultural differences that most Americans must recognize and accommodate to live comfortably in the country of Panama. The earlier parts of this series are below in the order they were posted (e.g., Part #1 listed first) if you chose to start reading from the beginning of the series.

The requirement for the ex-patriot to recognize and accept the tendency of the Panamanians to be ‘inconsiderate of others’ (by U.S. standards - what I have termed ‘The Attitude’), is more than just a method to cope with day-to-day dealings with the population at larger. I am suggesting that ‘The Attitude’ permeates the society in a variety of ways that have much more relevance than whether some guy cuts in front of you in line in the farmacia.  So, for starters I would like to take a look at government agencies and functions in light of what we know about individual attitudes. And since I am not a social scientist, I do not want to get into a cause-and-effect discussion about what is the root of the situation. To me that is like a chicken-or-egg discussion while we are standing in line at Kentucky Fried Chicken. It is a moot point, for the purposes of this discussion, whether “The Attitude” influences bureaucratic behavior or said behavior reinforces “The Attitude”.

 

Government Agencies:  Let’s start our look at government agencies where most Americans start – Immigration. I will use processing into Panama at the border crossing at Paso Canoas as an example because I am very familiar with it and the changes that have gone on there over the last five years. We will start by ‘walking through’ the in-processing and then review.

When you leave the Costa Rican Immigration office your next stop is the ‘Entrar’ (enter) window in the Panamanian Immigration office where, hopefully the line is not too long. When your turn comes the agent will look at your passport, study the enter/exit stamps on the various pages and then hand you a scrap of paper he has scribbled something on and direct you to a window across the complex. After another wait, a clerk will take your passport (and the note) and disappear inside an office, usually to return in about 20 minutes with a multi-part form which is a ‘Tourist Visa’. All of your relevant passport information has been hand transcribed on to this visa, which also cost $5.  You then are directed back to the ‘Entar’ window from whence you came earlier – Yes, back in the same line.

When you get to the front of the line, the agent will first check to see that you have the secured the required tourist visa (and a $1 stamp that has been affixed by third person working there in the area) and scan your passport into the immigration computer. Then, in accordance with the immigration laws, the agent will want you to provide your travel reservations out of Panama (keep in mind you are entering the country for a maximum of 180 days), and may at his/her discretion ask you to confirm that you have on your possession $500 (most often done by showing a credit card).  You passport will then receive the dated ‘entered’ stamp.

(Note: For you readers familiar with Paso Canoas crossings, I am not going to go in to all the games that were played by immigration personnel at the border over the years as they are not relevant to this discussion. And yes, I am aware that the Tourist Visa is no longer required.

I am also not going to get into the fact that I have never been through the border, when they have opened the second ‘Entrar’ window, even though there were people available in the booth and the lines were out of sight.

It is likewise out of the realm of this discussion, to get into discussions about what, if anything is done differently with the processing system in case of a glitch of some type – power, phone, or computer outage, for example.)

 

What Have We Got Here?  So let’s just stop right here and look at the process as outlined. If the point of the various procedures is to process people legally into the country, does this work? I would say, ‘Yes’. So the process works.

But lets assume you also wanted the process to also be efficient - to process people with the least amount of work and as efficiently as practical. Maybe even take it a step farther, and be able to produce the maximum number of people processed in a given period of time.  Does the system’s procedures and process do that.

Obviously the answer is, ‘No’ - Multiple lines, multiple entries of the data, hand written forms, etc.  What this mini-analysis tells us is that the system as we have described it is ‘Process Oriented’ as opposed to ‘Product Oriented’. In laymen’s’ terms the system is designed to insure that all the squares get filled, all the ‘I’s get dotted and ‘T’s get crossed, and all the paperwork is straight. The ‘product’ – a processed tourist – is a secondary result of the procedures, and only if and when the process is completed properly.

 

A Comparative Look:   To further illustrate the point, particularly as it applies to Americans, let’s use as our model what has taken place across the U.S. in just one big bureaucracy – Department of Motor Vehicles (DMV). Anyone over about 30 years of age can remember well the days when you would consider slitting your wrists rather than taking a trip to DMV.  In fact they were so bad that there were intense political pressures brought to bear to ‘clean them up’ and that movement rolled across the U.S. over a period of about 15 years. And the experts that were brought in to look at the myriad of procedures, processes, testing, documentation requirements, etc., all came up with the same starting point for the fix. You have to make the DMV product oriented. What does that mean? The entire system, and everything and everyone in it, has to be convinced and dedicated to the idea  that when Howdy Dowdy walks through that door to get his driver’s license renewed, that is the reason we are here! And we need to do it as quickly and efficiently as possible because Clarabelle the Clown will be following him in here in just a few minutes. Product orientation!

It is not by accident, therefore, that in modern DMV’s you are flooded with information – no more sitting around wondering what is going on.  Someone at an information desk explains the process and gives you some forms (including a form outlining what the clerk just explained), and gives you ‘your number’.  There are both visual signs and PA announcements posting the numbers, thereby telling you where you stand in the process.  Most of the processing is done out in sight (you can actually see the guy two ahead of you getting his license because he doesn’t go in another room).  All of this designed to get you in/out and make sure you can see the progress. Product orientation, and by default, customer orientation!

 

Back In Panama: So let’s put a good example out and you tell me what you think would be the reaction:

- In our U.S. DMV, a new political appointee takes over the system and decides there are too many misspellings coming out on DMV documents and as a result no product will be given to the customer until an additional management check have been done. In addition, his analysis shows that under normal workloads this requirement will only add about 15 minutes to the process. Do you think the ‘new boss’ would have a revolt on his hands from his staff?

- In our Paso Canoas Immigration office, the new political appointee decides he will bring in another person who will be responsible to check the paperwork on each and every process for accuracy, and then make out a form authorizing the immigration officer to stamp the person’s passport. He estimates under normal circumstances it will only add 15 minutes to the process. Do you think the ‘new boss’ would have a revolt on his hands from his staff?

 

Summarizing 'The Attitude' And Government Agencies: What I am surmising, and I think you would agree, is that the reaction of these two groups would probably be exact opposites. I can see the Panamanian clerks shrugging and penciling in a step on a checklist. The difference of course is orientation - orientation of both the different systems and the atttudes of the people operating in them. A difference in the importance and relevance of the product. An oblique interest in the individual and his well-being. An concern about the customer!

For the most part I think most ex-pats would agree that our immigration example is fairly representative of government agencies in general. I doubt that very many folks can come up with any government agency that they look forward to dealing with. And I am not naive enough to think that we are all going out and change the entire system. So what is the point of all of this?

Well earlier we pretty much decided that on an individual basis we are not going to make the average Panamanian suddenly become very concerned about whether their car horn honking bothers us. Is there any logical reason to assume that dealing with government agencies is different?

First off, to the degree we can it is incumbent on us to know the system. All we can really do is make sure we have done our homework. What is going to happen and what is supposed to get done in this office. And then show up at the agency with all those things that are required of you.  And be prepared to gut it out. And if you haven’t figured it out yet, sitting there sighing or scowling does not make people anywhere more responsive and efficient!

 

A Panama Primer (To Be Continued)

Coming Next:

• ‘The Attitude’ And Business Impacts
• ‘The Attitude’ And A Developing Economy

 

Till Next Time. Pura Vida.