Discussion about this post

User's avatar
Jennifer Pahlka's avatar

This is an amazing post and everyone in federal government should read it right now.

Expand full comment
F. Ichiro Gifford's avatar

“Reformers note that bureaucrats rarely consider what it’s like to actually apply for benefits – once again, a failure that process charting aimed to correct.”

This benefit goes the other way, too. At my last job I did customer service calls for a rebate program. Knowing how the whole machine worked let me explain the process in human terms to customers, flag pitfalls in advance, and reassure customers that someone competent had their back.

If managers know the process, they can fix it.

If customer service staff know the process, they can explain it IN FULL to customers/applicants/etc.

Expand full comment
8 more comments...

No posts