I have been thinking about how we tend to mismanage resources and how a query that could be solved over the phone results in a ‘please drop by to the office’ and the kind of inefficiencies it creates. There is an extended downtime at a government app I use and it often recommends people to ‘visit the office’, which is what triggered this letter.
Every extra mile driven, paper wasted, and hour spent in frustration contributes to a grander narrative: the art of making things harder to ensure no one – citizen or official – can ever be accused of being lazy. Bravo.
Hasan Raza
Karachi
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