there are good bureaucratic innovations (standardized forms, applying service design to forms, digitalization, self service portals, browser based, etc) and then there's the usual problem when good intentions get translated into process, and it fucks up everything.
for example US government forms require UX testing (user research), but even the smallest change requires it, and all forms require it. but you can't just use a big pool of preapproved providers or whatever, it goes through the Office of Information and Regulatory Affairs ... which now is in effect a fucking big roadblock of a bottleneck.
for example US government forms require UX testing (user research), but even the smallest change requires it, and all forms require it. but you can't just use a big pool of preapproved providers or whatever, it goes through the Office of Information and Regulatory Affairs ... which now is in effect a fucking big roadblock of a bottleneck.
https://en.wikipedia.org/wiki/Paperwork_Reduction_Act
https://www.nytimes.com/2023/06/06/opinion/ezra-klein-podcas...