“In both the public and the private sectors, one can find people who are altruistic, selfish, smart, stupid, capable, incompetent, and just about every other description. They are all drawn from the same mass of people in roughly the same proportions. What is true of all of these people is that they pursue what they believe will make them happy, and they respond to the incentives that surround them. When those incentives are tied directly to their job performance, people’s quest for happiness encourages them to behave in ways that satisfy the people for whom they perform their jobs. But when people’s incentives are tied to something else, like voters avoiding the cost of becoming informed, or politicians attracting more voters, or bureaucrats making their jobs less difficult, the outcomes that emerge can be very different from the outcomes people had in mind when they empowered government to pursue those outcomes in the first place. Consider the typical experiences with the Post Office versus FedEx, Amtrak versus Southwest, applying for a driver’s license versus applying for a credit card, or applying for federal financial aid versus applying for a bank loan.”